JOB SUMMARY:

The Program Operations Director is an experienced organizational leader responsible for driving operational excellence, strengthening cross-functional alignment, and ensuring the disciplined execution of both daily business operations and strategic initiatives. This role provides enterprise-level oversight of operational planning, performance oversight, vendor relations, knowledge stewardship, and partnership coordination to enhance clarity, efficiency, transparency, and execution discipline across the organization.

The Director ensures internal operations, cross-functional partnerships, and vendor-supported services are strategically planned, executed predictably, measured objectively, and continuously improved to support long-term organizational goals. This leader plays a critical role in evolving how the organization captures knowledge, manages shared information, and leverages internal and external partnerships to drive unified, high-performance operating rhythms.

PRIMARY JOB RESPONSIBILITIES:

Operational Leadership

• Lead enterprise operational planning processes to ensure priorities, resources, and timelines are well-defined and aligned across the organization.
• Drive operational efficiency by identifying gaps, optimizing workflows, and improving cross-functional coordination.
• Establish and maintain mechanisms that support disciplined execution of business plans and strategic initiatives.

Performance Management

• Oversee the development and implementation of performance measurement frameworks, KPIs, and reporting structures.
• Partner with senior leaders to track organizational performance, analyze trends, and make data-driven recommendations.
• Ensure accountability and transparency around progress toward operational and strategic goals.

Vendor Oversight & Relationship Management

• Oversee strategic vendor relationships to ensure contractual compliance, performance quality, and cost-effectiveness.
• Monitor vendor performance against service level agreements (SLAs) and implement corrective actions when necessary.

Partnership Management

• Cultivate strong internal partnerships across departments to enhance collaboration, alignment, and shared accountability.
• Build and manage strategic external partnerships that support operational, performance, or strategic priorities.
• Serve as a connective leader across teams to improve communication, break down silos, and accelerate decision-making.

Knowledge Management

• Manage the development and governance of knowledge management systems, ensuring information is organized, accessible, and maintained effectively.
• Oversee practices for documentation, information sharing, and process standardization across the organization.
• Promote a knowledge driven culture by embedding learning, documentation, and knowledge exchange.

Continuous Improvement

• Drive a culture of continuous improvement by identifying inefficiencies and leading initiatives to enhance overall organizational effectiveness.
• Conduct retrospectives, postmortems, and operations reviews to strengthen processes over time.
• Use insights and trends to influence long term operational strategy and organizational design.

JOB QUALIFICATIONS:

Required:

• Bachelor’s degree in Business Administration, Operations, Organizational Leadership, or related discipline.
• 10+ years of progressively responsible experience in operations, program management, performance management, or organizational effectiveness.
• Demonstrated experience managing cross-functional initiatives and vendor relationships in a complex organization.
• Strong background in establishing operational frameworks, performance metrics, and execution systems.
• Excellent leadership, communication, and stakeholder-management skills.

Preferred:

• Master’s degree (MBA, MPA, or related field).
• Experience in knowledge management, organizational transformation, or healthcare industry.
• Familiarity with operational excellence methodologies (Lean, Six Sigma, Agile practices).
• Experience in highly regulated, fast-paced, or service-driven industries.

PHYSICAL DEMANDS:

• Incumbent must be able to communicate effectively.
• Desire to work remotely and in a professional office setting.
• Ability to operate personal computer and related technologies.

The target hiring range for this role is $160,000- $180,000 (Annually). The starting base salary will be determined based on skills, experience, and other job-related factors. In addition, our total rewards package includes medical, dental, and vision plans; generous time off including PTO, short and long-term disability insurance and a competitive 401(k) savings match including financial planning workshops. See our Careers Page for more information.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform this position.

** In accordance with Delta Dental of Massachusetts’ Compliance Plan, all employees must conduct Delta Dental of Massachusetts business and activities in accordance with applicable laws, regulations, professional standards, and ethical standards and report potential compliance or ethical issues to Delta Dental of Massachusetts’ designated Compliance Officer. **

Delta Dental of Massachusetts’ Affirmative Action Program affirms our commitment to make reasonable accommodations for known physical or mental limitations of otherwise qualified individuals with disabilities or special disabled veterans unless the accommodation would impose an undue hardship on the operation of our business and activities. Please see Human Resources for additional information regarding this program.