Project Director-BPO Operations

Knowledge Services is actively seeking a Sr. Director of Project Operations for a full time, direct hire opportunity with a Business Process Outsourcing (BPO) client. This person must live within the greater Columbus, OH area.

• Maintain primary responsibility for ensuring customer satisfaction, resolving compliance issues, and accountability for profit & loss with assigned contracts and lines of business.
• Manage all aspects of the customer relationship for assigned contracts ensuring effective and efficient communication along with addressing and resolving customer complaints.
• Manage overall operations and performance of assigned contracts including P&L, quality and compliance with all terms and conditions along with preparing and analyzing regular performance reports.
• Maintain up-to-date and accurate knowledge with all applicable statutes, regulations and contractual requirements and ensures the project is in compliance with all and ensures all program/client services are effectively and efficiently delivered.
• Manage continual process improvement by monitoring, refining, and optimizing workflow and processes with the goal of continuously improving overall effectiveness (efficiency, productivity, and quality).
• Create an entrepreneurial work environment by involvement in developing and hiring superior talent and instilling a culture of accountability, measurability, and discipline without undue bureaucracy.
• Provide leadership and direct supervision to assigned employees, including setting goals, monitoring work performance, coaching and evaluating results to ensure that objectives are met.
• Interpret policies, procedures, and goals of the company for subordinates.
• Participate in the monitoring of the operational budget related to assigned contracts.
• Work collaboratively and effectively with IT to ensure that product and service applications and technologies are optimized for contract compliance, productivity, and quality performance.

• Bachelor's degree from an accredited college or university required, preferred field of study in Health or Social services field, equivalent experience considered in lieu of degree
• 7+ years of large-scale project management experience, with demonstrated ability to timely and efficiently lead projects which deliver high-quality operational and financial performance results
• Proven experience directing and responsible for the activities of one or more functional areas, divisions, product groups or service areas through senior managers who have overall responsibility for the successful operation of those assigned areas.
• Requires in-depth knowledge of leading and/or working with functional areas and developing business strategies.
• Experience interacting internally and externally with executive level management, requiring negotiation of extremely critical matters.
• 5+ years of Medicaid or other public assistance programmatic and/or eligibility experience preferred
• Ability to establish and maintain relationships with stakeholder and advocacy groups
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to successfully execute many complex tasks simultaneously
• Ability to work as a team member, as well as independently
• Advanced level of proficiency in Microsoft Office – Word, Excel, PowerPoint, Teams
• Excellent analytical skills

Company Benefits:

This company offers a multitude of excellent employee benefits including Medical, Dental, Vision, and Life insurance, prescription drug coverage, HSA, PTO, paid holidays, 401K matching, annual bonus, huge growth opportunities, and more.

Knowledge Services is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Applicants with disabilities may contact the Talent Division via telephone, e-mail, and other means to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Talent Services Team at TalentHR@knowledgeservices.com or 317.806.0005.

INDIT

ISDKM