Vice President Operations

BMA Group Global; Mayagüez (PR); On-site; USD 180,000 - 260,000; Full time

Job summary

The Puerto Rico Head at BMA Group Global will lead the overall leadership, performance, growth, and strategic direction of Puerto Rico operations, coordinating with enterprise leaders to ensure a high-performing, scalable nearshore delivery across multiple functions.

Key focus areas include workforce strategy, operational excellence, financial performance, and continuous improvement, with emphasis on Workforce of the Future, automation, and AI-enabled transformation to advance enterprise

Qualifications

• 15+ years of progressive leadership experience.
• Experience leading contact center, customer service, claims administration, healthcare operations, or shared services.
• Healthcare industry experience strongly preferred, including health plan operations, claims processing, member services, provider services, utilization management, enrollment and billing.
• Proven success leading large workforces and geographically distributed teams.
• Experience driving operational transformation, process improvement, workforce optimization, and technology-enabled change.
• Strong track record of partnering with executive leadership and corporate support functions to deliver business outcomes.
• Excellent leadership, communication, and stakeholder management skills.

Responsibilities

• Lead all aspects of Puerto Rico operations across multiple locations, including contact center, claims, clinical, enrollment and billing, and business operations teams.
• Drive operational performance across service, quality, productivity, compliance, workforce, and financial metrics.
• Develop and execute the Puerto Rico growth strategy, including capability expansion, workforce planning, site scalability, and future investment opportunities.
• Partner with business unit leaders to ensure delivery excellence and alignment with enterprise priorities.
• Serve as the executive sponsor for workforce engagement, culture, talent development, leadership succession, and organizational health.
• Partner with Human Resources, Finance, Technology, Real Estate, Procurement, Security, Legal, Compliance, Facilities, and other corporate support functions to support operational effectiveness and future growth.
• Champion Workforce of the Future initiatives, automation, AI-enabled transformation, and continuous improvement efforts.
• Represent Puerto Rico operations in executive leadership forums, governance reviews, and strategic planning discussions.

Job description

The Puerto Rico Head is responsible for the overall leadership, performance, growth, and strategic direction of Puerto Rico operations. Serving as the senior executive leader for Puerto Rico, this role is accountable for operational excellence, workforce strategy, financial performance, client satisfaction, business continuity, and the continued expansion of capabilities supporting business operations and enterprise objectives.

The Puerto Rico Head will partner closely with enterprise leaders, business stakeholders, and corporate support functions to ensure Puerto Rico remains a high-performing, scalable, and strategically differentiated nearshore delivery operation. This leader will play a critical role in advancing organizational priorities, including Workforce of the Future initiatives, operational excellence, commercialization, and the continued expansion of Puerto Rico as a strategic growth hub.

Key Responsibilities

• Lead all aspects of Puerto Rico operations across multiple locations, including contact center, claims, clinical, enrollment and billing, and business operations teams.
• Drive operational performance across service, quality, productivity, compliance, workforce, and financial metrics.
• Develop and execute the Puerto Rico growth strategy, including capability expansion, workforce planning, site scalability, and future investment opportunities.
• Partner with business unit leaders to ensure delivery excellence and alignment with enterprise priorities.
• Serve as the executive sponsor for workforce engagement, culture, talent development, leadership succession, and organizational health.
• Partner with Human Resources, Finance, Technology, Real Estate, Procurement, Security, Legal, Compliance, Facilities, and other corporate support functions to support operational effectiveness and future growth.
• Champion Workforce of the Future initiatives, automation, AI-enabled transformation, and continuous improvement efforts.
• Represent Puerto Rico operations in executive leadership forums, governance reviews, and strategic planning discussions.

Preferred Experience

• 15+ years of progressive leadership experience managing large-scale operations.
• Demonstrated experience leading contact center, customer service, claims administration, healthcare operations, or shared services organizations.
• Healthcare industry experience strongly preferred, including health plan operations, claims processing, member services, provider services, utilization management, enrollment and billing, or related functions.
• Proven success leading large workforces and geographically distributed teams.
• Experience driving operational transformation, process improvement, workforce optimization, and technology-enabled change.
• Strong track record of partnering with executive leadership and corporate support functions to deliver business outcomes.
• Excellent leadership, communication, and stakeholder management skills.

Success Profile

The ideal candidate is a strategic and operational leader who can balance execution, people leadership, transformation, and growth while serving as the senior leader for Puerto Rico operations. This individual will bring deep operational expertise, strong healthcare experience, and the ability to build trusted partnerships across the enterprise while scaling the next phase of organizational growth.