The Director, CareIQ Service & Network Performance, is responsible for driving enterprise-wide service excellence across CareIQ by overseeing client performance, provider relations, vendor governance, network performance, quality initiatives, and operational improvement strategies.

This role serves as a strategic leader focused on optimizing service delivery, improving customer and provider experiences, reducing operational friction, and creating scalable processes that support future growth. The position bridges Operations, Client Performance, Provider Relations, and Vendor Management to ensure accountability, consistency, and continuous improvement across all service lines.

This is a remote role.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Leadership of Client Performance, Provider Relations, Vendor Performance, and Service Delivery Excellence functions
• Vendor and Network Performance Governance, including vendor relationships, provider network performance, service-level adherence, contract performance monitoring, network adequacy, capacity planning, and strategic network initiatives
• Network strategy, performance, and capacity planning
• Service delivery performance oversight and quality management
• Escalation governance and root cause analysis
• Process improvement and operational excellence initiatives
• Business analytics, KPI ownership, and performance reporting
• Workflow optimization, automation, and AI-driven efficiencies
• Cross-functional collaboration to improve scalability, consistency, and customer outcomes
• Oversight of client onboarding, implementation, service adoption, training, and customer success programs
• Executive-level resolution of complex client, provider, vendor, and operational escalations
• Development and oversight of quality assurance programs, service audits, corrective action plans, and continuous improvement initiatives
• Financial stewardship, including resource planning, budgeting, productivity management, expense oversight, and operational performance optimization
• Leadership of organizational change initiatives, process transformation efforts, and strategic growth readiness planning
• Establishment of governance frameworks, accountability standards, and performance management processes across service delivery functions
• Ownership of client experience strategy, customer feedback programs, service-level insights, customer satisfaction trends, and retention support
• Partnership with Product leadership to support successful implementation, operationalization, and scaling of CareIQ products and services
• Additional duties as assigned

KEY BUSINESS OBJECTIVES:

• Improve customer implementation success, service adoption, and long-term client retention
• Enhance quality assurance, service consistency, and customer outcomes across all CareIQ service lines
• Improve productivity, resource utilization, and operational effectiveness while supporting sustainable growth
• Provide operational insights and performance data that support future product development, service enhancements, and network growth strategies
• Improve client and provider experience
• Reduce operational escalations and rework
• Strengthening vendor accountability and performance
• Increase operational efficiency and scalability
• Support growth initiatives through improved processes and capacity planning
• Identify and implement automation and AI opportunities
• Drive continuous improvement across CareIQ service lines

KNOWLEDGE & SKILLS:

• Strong leadership and mentoring skills
• Demonstrated ability to provide superior service to internal and external stakeholders
• Demonstrated ability to build trust and strong cross-functional relationships across an organization to achieve common goals
• Proven project management and process improvement skills
• Proven skill in prioritizing, problem solving and accelerating change
• Sense of urgency and ability to multitask in a dynamic, fast-paced environment
• Strong proficiency in Microsoft Office applications is required
• Excellent written and verbal communication skills

EDUCATION & EXPERIENCE:

• Minimum of Bachelor's degree in business, healthcare/related field, or a combination of education and equivalent experience
• Master's degree in business, healthcare or related field with experience preferred
• Prior managerial experience in Client Performance, Provider Relations, Vendor Performance, and Service Delivery Excellence functions preferred
• At least 5 years of prior management experience in healthcare services required

PAY RANGE:

CorVel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors: federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time.

For leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may impact the salary range and these adjustments would be clarified during the offer process.

Pay Range: $98,157 - $152,560

A list of our benefit offerings can be found on our CorVel website: CorVel Careers | Opportunities in Risk Management

In general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first.

ABOUT CORVEL:

A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.

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