Role Purpose

The Director of Global Operations Source and Transformation serves as a strategic leader responsible for unifying onshore and offshore operational resources into a cohesive, high-performing team. This role establishes strong cross-cultural relationships, builds a common language of performance and accountability, and ensures international teams are fully enabled to deliver across all operational functions (claims, enrollment, provider, billing, customer service, grievance & appeals, etc.).

This individual contributor role operates at the enterprise level, partnering with leaders across operations to align expectations, remove barriers, and leverage the unique strengths of international teams.

Key Responsibilities

• Cultural & Communication Integration
• Build a common language across onshore and offshore teams to reduce misunderstandings and ensure shared expectations.
• Act as a bridge for translating business requirements into clear, actionable steps for offshore execution.
• Facilitate transparent, regular communication between global teams and domestic leadership.
• Operational Readiness
• Ensure offshore teams have equal access to training, documentation, and support as onshore teams.
• Identify and resolve barriers (system access, time zone alignment, performance processes) that limit offshore effectiveness.
• Partner with L&D to ensure industry knowledge transfer and tailored training for offshore staff.
• Performance Partnership
• Monitor and support offshore contributions to ensure contractual performance standards are consistently met or exceeded.
• Highlight offshore innovations (process improvements, accuracy models) that can be adopted more broadly.
• Ensure consistency in performance management across onshore and offshore staff (no two-tiered standards).
• Change Leadership
• Champion the shift from a client-based model to a shared-services model, ensuring international resources are prepared for scale.
• Actively foster a one team culture across geographies, minimizing divides and maximizing collaboration.
• Serve as a visible advocate for offshore talent, ensuring their voice is represented at the leadership table.

Measures of Success

• Performance: Offshore resources consistently meet or exceed SLA and accuracy benchmarks.
• Engagement: Measurable improvement in offshore engagement scores, retention, and development progress.
• Integration: Reduction in escalations related to miscommunication or cultural misalignment; increased adoption of offshore best practices enterprise-wide.
• Scalability: Offshore teams are prepared and enabled to support rapid client onboarding and scaling from 20  100+ clients.
• Collaboration: Leadership feedback reflects improved trust and partnership between offshore and onshore teams.

Why This Role Matters

This role is not simply about oversight, it is about creating the conditions for global teams to succeed at scale. By bridging divides, translating expectations, and unlocking offshore potential, this director role ensures we leverage our international workforce as a strategic accelerator of growth, cost optimization, and client satisfaction.

Geographic Responsibility:  Remote, US

Type of Employment: Full-time, permanent 

FLSA Classification (USA Only): Exempt  

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybrid or remote work environment.

• Long periods of time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

**The annual US base salary range for this position is $170,000 to $184,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will bedeterminedduring the interview process and is based on a combination of factors including, but not limited to,your skills, experience,qualificationsand education.