QTC Management, Inc. ยท 1 month ago
Director of Operations-Reserve Health Readiness Program
United States
Full-time
Remote
Director/Executive
14+ years expQTC Management, Inc. is seeking an Operations Director for their Reserve Health Readiness Program (RHRP) team. The role involves leading and optimizing the day-to-day operations to provide medical readiness services, ensuring effective communication across various operational areas, and implementing strategies to enhance program performance.
Hospital & Health Care
No H1B
U.S. Citizen Only
Responsibilities
Ensure all RHRP Operational Key Performance Indicators (KPIs) are met or exceeded, including service delivery timeliness, quality metrics, customer satisfaction, and operational cost efficiency
Provide clear direction and guidance to teams managing call center operations, group events, logistics, and product ownership to ensure seamless coordination and high performance
Establish and implement scalable, high-quality service models that drive operational readiness and efficiency
Develop and monitor performance dashboards to track KPI adherence and proactively address deficiencies
Act as a liaison between operations teams and senior leadership, ensuring alignment with program goals and contract requirements
Design and articulate business plans/business models, program design, business/sales proposals, and implementation plans. Solicits input from others and transitions concepts into strategic, tangible plans, products, and services
Oversee call center operations, ensuring service levels align with RHRP requirements and response times meet government-mandated standards
Partner with customer experience teams to enhance communication strategies and ensure proactive engagement with service members
Drive initiatives to streamline workflows, improve issue resolution time, and enhance overall customer satisfaction scores
Direct the planning, execution, and performance tracking of group readiness events, ensuring resource allocation, staff coordination, and logistical execution meet program demands
Oversee logistics warehouse operations, ensuring proper inventory management, supply distribution, and timely fulfillment of medical and readiness equipment
Collaborate with procurement and supply chain teams to optimize cost efficiency and resource availability
Provide strategic oversight to product/service delivery owners for all RHRP services to include medical, dental, vision, audiology, and diagnostic services, ensuring that readiness requirements are met and services are effectively delivered
Analyze demand forecasts, provider capacity, and service delivery trends to optimize resource utilization
Partner with clinical and compliance teams to ensure alignment with DoD/DHA guidelines and readiness objectives
Ensure real-time monitoring of operational KPIs and lead performance improvement initiatives to address any gaps
Develop and execute solutions and corrective action plans to address service gaps
Develop and document all required Standard Operation Procedures (SOPs), process documents, and work instructions to drive standardization, scalable, and efficient execution framework
Work across the Leidos QTC Health Services organization to coordinate support services and leverage corporate Centers of Excellence (CoEs) in areas such as technology, automation, analytics, workforce management, and compliance
Engage with finance, HR, IT, provider management, and quality teams to ensure operations are supported and aligned with enterprise-wide best practices
Foster a culture of collaboration, innovation, and shared accountability among operational teams and corporate support functions
Drive initiatives to automate and optimize operational workflows, reducing manual efforts and enhancing efficiency
Manage budgetary and financial oversight for assigned operational functions, ensuring cost efficiency and financial performance align with program targets
Support contract modifications and negotiations, ensuring alignment with RHRP objectives, operational feasibility, and financial sustainability
Drive continuous process improvement initiatives, leveraging data analytics, automation, and best practices to enhance efficiency
Ensure full compliance with DoD/DHA regulations and federal medical logistics requirements
Implement and oversee corrective action plans to address any audit findings or operational deficiencies
Qualification
Required
Bachelor's degree from an accredited college in a related discipline, or equivalent experience/combined education
14 years of progressive leadership responsibility, with most recent position at a Senior Management Level in a fast-paced healthcare environment preferred
12 years of leadership experience with a related Master's degree
Demonstrated experience leading large teams including remote and in office staff
Previous experience leading teams in healthcare and medical service operations
Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation
Preferred
Military background preferred
Proven knowledge and/or experience managing call center operations within a cloud-based contact center platform (e.g. AWS Connect, Genesys Cloud CX, etc.)
Established success in achieving KPI's and delivering operational excellence within complex, large-scale government healthcare or logistics environments
Expertise in call center management, event coordination, logistics, and medical service operations
Strong analytical mindset with proven ability to leverage data-driven insights to evaluate trends, anticipate risks, and implement strategic initiatives that enhance performance and drive continuous improvement
Experience managing government contracts, particularly in DoD or military health programs, preferred
Proficiency in Microsoft Office Suite, data analytics and business intelligence tools (e.g. Tableau, PowerBI), and project management platforms
Benefits
Health and Wellness programs
Income Protection
Paid Leave
Retirement
Comprehensive leave
Holiday
Medical
Dental
Life
Accident
Disability coverages
Retirement plan contributions
Other health and welfare benefits and payments
Company
QTC Management, Inc.
Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Angela Gutierrez, PHR SHRM-CP
HR Business Partner
Laura Ochoa, PHR, SHRM-CP
HR Business Partner
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