Hands-On Director of Operations: Vendor & Client Delivery

Allied OneSource; Overland Park (KS); On-site; USD 100,000 - 125,000; Full time

Job summary

Allied OneSource seeks a Director of Operations to lead day-to-day operations within a Third-Party Administrator (TPA) environment. This highly customer-facing role collaborates with vendors and TPA users to drive service quality and scalable processes.

In this true player-coach position, you will manage a small team of 1-2 while staying hands-on in vendor performance, service delivery, and continuous improvement.

Qualifications

• Experience in TPA/insurance benefits administration environments.
• Proven operations leadership with hands-on execution (player-coach).
• Strong track record managing vendors and service delivery (SLAs, quality, issue resolution, continuous improvement).
• Excellent client-facing communication skills with ability to simplify complex issues and drive alignment.
• Highly collaborative, solution-oriented approach with integrity and follow-through.

Responsibilities

• Own operational delivery across the TPA ecosystem, ensuring vendors and internal teams meet service expectations and timelines.
• Manage vendor relationships and performance: set expectations, monitor SLAs, lead issue resolution, and drive measurable improvements.
• Serve as a primary point of contact for clients/users of the TPA, communicating clearly, resolving escalations, and strengthening long-term partnerships.
• Act as a hands-on leader: jump in to troubleshoot, document processes, streamline workflows, and remove blockers.
• Build and improve operational playbooks (process mapping, SOPs, escalation paths, quality controls) to improve consistency and scalability.
• Partner cross-functionally (claims, service, finance, tech, vendor partners, client stakeholders) to align priorities and execute improvements.
• Lead and mentor 1-2 direct reports, providing coaching and accountability while maintaining a high-performing, service-first culture.
• Track operational performance and trends; report insights and propose practical, high-impact solutions.

Skills

TPA experience

Operations leadership

Vendor management

Client facing

Collaboration

Job description

Allied OneSource seeks a Director of Operations to lead day-to-day operations within a Third-Party Administrator (TPA) environment. This highly customer-facing role collaborates with vendors and TPA users to drive service quality and scalable processes.

In this true player-coach position, you will manage a small team of 1-2 while staying hands-on in vendor performance, service delivery, and continuous improvement.