What are the responsibilities and job description for the Operations Excellence Manager position at International SOS?
Overall purpose of the role
Are you passionate about driving operational excellence, mentoring high-performing teams, and using data to fuel smart business decisions? International SOS Government Services is seeking a strategic and results-oriented Operations Excellence Manager to lead quality and performance for our TRICARE Beneficiary Support Center (BSC) in San Antonio.
As the Operations Excellence Manager, you will oversee service delivery across multiple teams, ensuring optimal performance, client satisfaction, and process efficiency. You’ll lead a team of dedicated team leads and collaborate closely with cross-functional leaders to drive continuous improvement, streamline operations, and enhance workforce planning.
What you'll do
International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.
Are you passionate about driving operational excellence, mentoring high-performing teams, and using data to fuel smart business decisions? International SOS Government Services is seeking a strategic and results-oriented Operations Excellence Manager to lead quality and performance for our TRICARE Beneficiary Support Center (BSC) in San Antonio.
As the Operations Excellence Manager, you will oversee service delivery across multiple teams, ensuring optimal performance, client satisfaction, and process efficiency. You’ll lead a team of dedicated team leads and collaborate closely with cross-functional leaders to drive continuous improvement, streamline operations, and enhance workforce planning.
What you'll do
- Ensure high-quality service execution aligned with contractual Service Level Agreements (SLAs).
- Drive productivity and performance through data analysis, reporting, and visual dashboards (Power BI).
- Identify process bottlenecks and implement innovative solutions to optimize operations.
- Coach, mentor, and lead team leads across Claims, Enrollments, Payments, and Night Operations.
- Collaborate across departments to improve workforce planning and scheduling efficiency.
- Monitor and analyze KPIs, and contribute to strategic decision-making.
- 5 years in operational excellence, business/data analysis, or call center leadership.
- Strong proficiency in Power BI, Power Automate, and Power Apps (DAX & SQL a plus).
- Experience with Lean Six Sigma (Green Belt certification preferred).
- Proven background in leading and developing high-performing teams in a service delivery environment.
- Strong communication, leadership, and problem-solving skills.
- Bachelor’s degree in Engineering, Business, Computer Science, or related field.
- This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.
- Spanish or Portuguese speaking skills a plus.
International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.
