Job DescriptionThe VP of Client Success, Program Director - Healthcare will play a pivotal role in leading complex programs for US healthcare clients across the healthcare ecosystem, including payer, provider, PBM, life sciences, and government program clients.
The role will focus on payer and provider care management, case management, population health, quality improvement, and analytics-enabled platform solutions. The role is responsible for aligning program objectives with client business priorities, regulatory expectations, operational performance goals, and EXL Health's broader growth strategy.
This leader will oversee cross-functional delivery, ensure successful implementation and adoption of healthcare technology and analytics solutions, and drive measurable outcomes such as improved member and patient experience, care coordination, quality performance, operational efficiency, and cost optimization.
ResponsibilitiesThis role requires a strategic healthcare leader with a strong program management discipline, executive communication skills, and a comprehensive understanding of US healthcare operations, data, analytics, and platform delivery.
Primary responsibilities include:
- Serve as the primary delivery voice for EXL Health teams, coordinating cross-functional activities for US healthcare payers, provider, PBM, life sciences, and government program clients in a cohesive, outcome-driven manner.
- Bridge clinical, operational, regulatory, data, analytics, and digital platform priorities across contracted care management, case management, utilization management, and population health solutions.
- Enable EXL Health delivery teams to effectively deliver, communicate, escalate, and prioritize services and solutions aligned to client objectives, service-level commitments, and healthcare program outcomes.
- Act as a liaison between the client, business programs, and executive leadership, providing updates addressing concerns, and shaping recommendations that connect client business problems to EXL Health strategy, roadmap priorities, and partnership opportunities.
- Translate ambiguous or evolving client requests into structured workplans, tactical next steps, executive-ready decision points, and cross-functional action plans.
- Think critically about how client business problems, market pressures, regulatory priorities, and operational constraints should inform EXL Health strategy, delivery model, and growth opportunities
- Hold delivery teams accountable for measurable healthcare outcomes, including
- implementation milestones, adoption, operational performance, quality measures, compliance readiness, and client satisfaction.
- Achieving annual growth targets aligned with client objectives and targets.
- Develop and maintain an in-depth understanding of EXL Health's US healthcare portfolio and client base, including payers, providers, PBMs, life sciences organizations, and government healthcare programs, as well as care management, case management, utilization management, quality, risk adjustment, member and patient engagement, data, analytics, and AI-enabled platform solutions.
- Collaborate with executive leadership to identify and prioritize initiatives that improve healthcare outcomes, support value-based care objectives, reduce administrative burden, and strengthen client growth opportunities.
- Work closely with clinical operations, product, technology, data science, analytics, finance, compliance, security, marketing, sales, and client success teams to ensure seamless healthcare program integration and execution.
- Develop and manage program budgets, ensuring efficient resource allocation and cost-effectiveness
- Monitor financial performance against established budgets and implement corrective actions as needed
- Maintain a deep understanding of overall program strategy, delivery status, platform roadmap, regulatory dependencies, data integration needs, reporting requirements, and client commitments.
- Identify potential risks and develop mitigation strategies to ensure the successful implementation of programs
- Monitor external factors that may impact program success, including CMS guidance, payer market trends, interoperability expectations, quality and Stars-related priorities, privacy and security requirements, and evolving client needs, and adapt strategies accordingly.
- Establish key performance indicators (KPIs) for each program, including operational, financial, clinical, quality, adoption, compliance, and client satisfaction metrics, and regularly assess performance against these measures.
- Prepare and present comprehensive executive reports and client updates that clearly communicate delivery progress, business value, healthcare outcomes, risks, decisions needed, and opportunities for improvement.
- Lead, mentor and oversee a team of program/project managers, coordinators, and other relevant staff
- Cultivate strong relationships with internal and external stakeholders, including clients, vendors, and partners
- Co-create collateral, presentations, business reviews, and other materials that effectively communicate the value proposition of EXL Health's care management, case management, analytics, and platform solutions for US healthcare clients.
- Participate in client meetings with account representatives to provide healthcare domain expertise, platform delivery context, analytics-driven insights, and practical interpretation of client needs that build credibility and trust with payer, provider, PBM, life sciences, and government healthcare stakeholders.
- Educate internal teams and customers on solution capabilities, implementation approach, workflow impact, reporting outputs, adoption strategy, and measurable business value.
- Actively partner with customers, vendors/partners, and internal departments-including sales, marketing, client success, solutioning, services, training, support, clinical operations, technology, data, analytics, privacy, and security teams-to translate healthcare problem statements into scalable solutions.
- Measure adoption and utilization of features, products, and services to determine business value for customers and EXL Health, and actively drive increased adoption, workflow optimization, and outcome realization.
Qualifications- 15+ years of experience in program management within US healthcare payer, provider, care management, case management, data and analytics, and/or platform technology organizations, with direct experience overseeing healthcare case management and analytics platforms.
- 15+ years of experience delivering complex healthcare platform solutions, including implementation, integration, adoption, operations, and ongoing client value realization.
- Strong understanding of US healthcare payer, provider, PBM, life sciences, and government program client needs, including Medicare Advantage, Medicaid, Commercial lines of business, care coordination, utilization management, quality programs, member and patient engagement, and value-based care.
- Experience managing programs for a diverse US healthcare client base, including health plans, provider organizations, PBMs, healthcare services organizations, and technology-enabled healthcare operations.
- Experience working with healthcare data domains such as claims, eligibility, member, provider, clinical, authorizations, encounters, quality, and financial data, with familiarity in analytics, reporting, interoperability, and data governance expectations.
- Working knowledge of healthcare compliance, privacy, and security expectations relevant to US healthcare clients, including HIPAA, data protection, audit readiness, and secure platform delivery practices.
- Excellent executive communication, client-facing presentation, and stakeholder management skills, with the ability to engage healthcare business, clinical, technology, compliance, and analytics leaders.
- Ability to translate complex healthcare, clinical, operational, technical, and analytical information into clear, actionable terms for executive and operational audiences.
- Experience in working with global, multi-cultural and diverse teams across different time zones
- Experience in sales enablement or a similar role is a plus
- Bachelor's degree in business administration, management, or related field; advanced degree preferred.
- Travel of 25%, more if required pending business objectives.
- US Citizenship status is required for this role.
- Must be able to obtain DOD Security Clearance
Preferred Skills:- Detail-oriented with a commitment to delivering high-quality support
- Exceptional client translator who can convert business needs, workflow pain points, and executive input into clear tactical actions for delivery teams.
- Industry-oriented thinker with deep appreciation for payer care management operations, workflow adoption, and how client realities shape solution success.
- Ability to balance healthcare domain expertise, regulatory awareness, client priorities, and practical delivery considerations.
- Team player with the ability to collaborate effectively with cross-functional teams
- Proactive and self-motivated with a strong sense of ownership and accountability
- Detail-oriented with a focus on delivering high-quality work
- Easily adapts to a dynamic and fast-paced work environment
- Strong business acumen with the strategic ability to connect healthcare platform delivery to client outcomes, revenue growth, operational efficiency, and long-term partnership value.
The typical base pay range for this role across the U.S. is USD $180,000 - $250,000 per year.
For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits
The posted range is the hiring range for this role - a subset of the broader range available to employees over time - and reflects base salary across our national hiring scale.
Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position.
The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process.
