Senior Manager, Business Process Operations

ZipRecruiter; Boston (MA); Remote; USD 126,000 - 159,000; Full time

Job summary

Join a dynamic healthcare software company as a Senior Manager of Business Process Improvement & Operations. You will optimize service delivery operations and manage vendor partnerships, driving efficiency and accountability across teams. This role offers a chance to influence operational improvements and enhance the healthcare experience for patients and doctors.

Benefits

Remote work with flexible schedules

Annual company offsite events

Generous leave policy

Medical, dental, and vision insurance

401(k) plan with company match

One-time remote workspace reimbursement

Qualifications

• 7+ years of experience in operations, process improvement, or service delivery leadership.
• Proven experience managing offshore teams, especially in India.

Responsibilities

• Oversee back-office operations ensuring high-quality performance.
• Manage relationships with external vendors and monitor performance.
• Identify initiatives to streamline operations and enhance scalability.

Skills

Operations

Process Improvement

Vendor Management

Analytical Skills

Project Management

Communication

Education

Lean Six Sigma

PMP

Tools

Salesforce

Jira

Job description

Job Description

PE-backed start-up, DoseSpot, is a dynamic and innovative leader in the electronic prescribing software market. Its subsidiary, pVerify, is an industry-leading insurance verification solution. We are experiencing hyper-growth at the intersection of the software and healthcare industries. We seek talented team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike. Join DoseSpot and pVerify to be part of a growing team, benefit from strong market tailwinds, and contribute to ensuring mission-critical prescriptions and verifications are delivered accurately and on time.

About the Role:

We’re seeking a Senior Manager of Business Process Improvement & Operations to own and optimize our service delivery operations and vendor partnerships. This role is crucial in driving efficiency, accountability, and performance of our back-office operations in India and globally. You will partner cross-functionally to enhance end-to-end service delivery, envisioning and executing sustainable process improvements.

What you'll do:

Back Office Operations

• Own and oversee our back-office operations to ensure high-quality performance and customer satisfaction.
• Collaborate with Product teams to streamline and automate back-office processes where appropriate.
• Define and monitor KPIs, SLAs, and quality standards for operations.
• Lead regular KPI-focused performance reviews to foster continuous improvement.
• Serve as the primary escalation point for service delivery challenges, ensuring prompt resolution.

Vendor Management

• Manage relationships with external vendors, including acting as the main point of contact, issue escalation, and performance management, with support during contracting.
• Define and monitor KPIs, SLAs, and quality standards across all vendors.
• Collaborate with Finance, Legal, and Procurement teams on vendor agreements, compliance, and cost optimization.
• Develop frameworks for evaluating vendor performance and ROI.
• Partner with internal teams (especially Product and Technology) to align vendor capabilities with business goals.

Business Process Improvement

• Identify initiatives to streamline operations, reduce friction, and enhance scalability of service delivery models.
• Lead process mapping, gap analysis, and root cause assessments to uncover operational improvement opportunities.
• Provide visibility into performance metrics and make data-driven decisions.

What you'll bring:

• 7+ years of experience in operations, process improvement, vendor management, or service delivery leadership.
• Proven experience managing offshore teams (preferably in India), with a strong understanding of cultural communication and operational alignment.
• Successful track record managing external vendors or BPO partners with a focus on service quality and accountability.
• Strong analytical and problem-solving skills to translate data into actionable insights.
• Exceptional project management skills and attention to detail.
• Excellent communication and relationship-building skills with technical and non-technical stakeholders.
• Experience with tools like Salesforce, Jira, or similar platforms is a plus.
• Lean Six Sigma, PMP, or relevant certifications are advantageous.
• An operational mindset with a hands-on approach to problem-solving.
• A passion for building scalable systems that enhance service quality and customer experience.
• Ability to lead through influence and collaboration across teams.
• A continuous improvement mentality emphasizing accountability and operational excellence.

Benefits & Perks:

• Remote work with flexible schedules promoting work-life balance.
• Annual company offsite events.
• Generous leave policy including flexible time off, 13 paid holidays, sick leave, and parental leave.
• Medical, dental, and vision insurance for employees and dependents, plus FSA & HSA options.
• 401(k) plan with company match.
• One-time remote workspace reimbursement.
• Equal Employment Opportunity/Affirmative Action employer; all qualified applicants will be considered regardless of protected characteristics.

Compensation Range: $126,500 - $158,100