Director, Health Systems Escalations & Operations

Devoted Health; United States; On-site; USD 182,000 - 217,000; Full time

Benefits offered by this job

Health plan

Stock options

401K

Paid time off

Parental leave

Job summary

Devoted Health is seeking a Director of Health Systems Management to lead escalation operations and partner across Network, Claims, Product, Engineering, and Clinical teams. You will design scalable processes, own metrics, and drive AI-enabled and human-in-the-loop workflows to improve speed and quality of responses.

You will de-escalate critical issues with provider partners, build roadmaps, and mentor leaders while maintaining high standards of operational excellence in a fast-paced

Qualifications

• At least 10 years of leadership experience in complex operational environments.
• Outstanding operational rigor with the ability to deploy technology to solve business challenges.
• Proven experience delivering end-to-end initiatives that improve quality, service levels, cost, compliance, or operational efficiency.
• Strong systems thinking and a product mindset with roadmaps, KPIs, and cross-functional execution.
• Ability to manage through metrics, set ambitious targets, and drive teams to results.
• Exceptional attention to detail and precision, especially in the last mile of operations.
• Strong people leadership across managers, distributed teams, and external partners.
• Excellent communication skills to influence senior leaders and cross-functional partners.
• Demonstrated urgency, resilience, and ability to move quickly while maintaining high quality.

Responsibilities

• Ownership of Devoted Health's Health System Escalation function, including escalation response time, quality, and time to resolution.
• Influential leadership across executive team, Network, Claims, Payment Integrity, Clinical, Product, and Engineering to achieve goals.
• Managing the function through metrics, KPIs, scorecards, and performance dashboards with clear accountability.
• Leading through significant evolution while creating confidence, momentum, stability, and strong culture through change.
• Running the current operation while designing, implementing, and owning the future-state process.
• Raising the talent bar across the organization by setting pace and modeling high standards.
• Building and operationalizing AI-enabled and human-in-the-loop workflows to improve quality and speed of response.
• Establishing visibility into units of work, productivity, quality, cost, workforce planning, and performance metrics.
• Defining and executing the roadmap for scaling via workflow automation and self-service.

Skills

Strategic leadership

Operations management

Cross-functional influence

Metrics & KPIs

AI-enabled workflows

Executive communication

Program roadmaps

Escalation management

People leadership

Detail orientation

Job description

Devoted Health is seeking a Director of Health Systems Management to lead escalation operations and partner across Network, Claims, Product, Engineering, and Clinical teams. You will design scalable processes, own metrics, and drive AI-enabled and human-in-the-loop workflows to improve speed and quality of responses.

You will de-escalate critical issues with provider partners, build roadmaps, and mentor leaders while maintaining high standards of operational excellence in a fast-paced