Senior Director Partners & BPO Operations

The Senior Director of Partner and BPO Operations is an energetic and motivated leader who can leverage operational experience and customer-focused service delivery expertise at a high growth company. You are an all-in team player who excels at collaboration with diverse stakeholders to deliver excellent service. This role will include direct responsibility for building and managing a high-performing partner network of labor operations service delivery vendors, capable of fueling the DAX business rapid growth.
You will play a critical role in shaping the strategy for operational service delivery in our fastest growing line of business, DAX (Dragon Ambient Experience). You will identify and implement appropriate partner selection criteria, vendor performance management and best-in-class operational service delivery to our rapidly growing DAX customer base. You will deliver this mission in close collaboration with the broader Customer Success Organization, sales, marketing, and product and development.
You must be analytically driven, entrepreneurial, and a creative problem solver who knows how to lead and execute through strong partnership foundations and management to challenging performance standards.
Principal Responsibilities:

• Oversee entire Vendor Management lifecycle for our operational service delivery Partners: Partner assessment; selection and onboarding; Partner performance management
• Lead, mentor and grow a team of Partner Operations professionals
• Rapidly grow the Partner network to support our aggressive operational service delivery goals
• Implement the people, processes and systems needed for Partner success: governance; policies and procedures; workflow optimization; reporting and analytics• .
• Ensure provider go-lives are staffed with minimal impact to existing customers and coordinate the shift of work across Partner network
• Continuously evaluate processes and results with a view to (a) improving customer experience, (b) providing consistent and scalable operational service, (c) eliminating non-value-add work
• Responsible for executing in full the initial contracting with vendors (and contract revisions) -- including full cost analysis with Finance partner

Qualifications:

• Education: Bachelor's degree in healthcare or business-related fields, preference for Master's degree
• 5 or more years (Director) in relationship management roles (consulting, enterprise sales, account management, etc.) and/or externally-facing operational leadership positions.

Required Experience:

• Experience launching and managing operational services to scale through a partner network, both US-based and offshore markets
• Experience creating, executing, and managing BPO/ITO/KPO in a large scale business, ideally with on-ground experience in India and/or Philippines
• Experience managing workforce planning, high volume partner capacity building in a remote and high growth environment
• Minimum of 10 years' experience developing, implementing and executing successful customer service/service delivery strategies that align with the company's strategic goals for a B2B SaaS-based business in both transactional and relationship sales models.
• Analytical and process-oriented mindset
• Demonstrated capabilities around sharing, collaborating on, and implementing ideas that will create the best and most proactive operational service delivery organization
• Detail oriented with the ability to set priorities and be flexible
• Excellent listening, communication, negotiation, and presentation skills
• Experience in developing and implementing operational procedures and policies

Preferred Experience:

• Healthcare industry experience

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Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.
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