Director, Managed Services Operations

Overview Be inspired. Be valued. Belong.

At Emory Healthcare At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.

We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, leadership programs
• And more

Description The Director, Managed Services Operations provides strategic and operational leadership across a portfolio of outsourced, site-based service lines within a complex, multi-location environment. This role combines day-to-day operational oversight with long-term strategic planning to drive performance improvement, financial optimization, and vendor accountability. The Director acts as a systems thinker and execution-oriented leader who translates enterprise strategy into operational outcomes while building strong partnerships with internal stakeholders and third-party service providers.

RESPONSIBILITIES

Operational Leadership

• Provide leadership and operational oversight for multiple managed service programs across diverse locations.
• Ensure consistent execution of service standards, regulatory compliance requirements, and performance expectations.
• Lead cross-functional collaboration to align operational activities with organizational priorities.
• Drive accountability through performance dashboards, key performance indicators (KPIs), and structured business reviews.

Strategic Planning & Operational Optimization

• Develop and implement multi-year service delivery strategies aligned with enterprise supply chain objectives.
• Identify opportunities to standardize processes, improve scalability, and enhance integration of service lines.
• Lead transformation initiatives focused on operational efficiency, sustainability, and innovation.
• Partner with senior leadership to forecast service demand, plan operational capacity, and manage potential risks.

Process Improvement

• Champion continuous improvement methodologies such as Lean, Six Sigma, and Kaizen.
• Analyze operational data to identify opportunities to improve cost efficiency, service quality, and operational performance.
• Implement best practices to reduce waste, improve turnaround times, and optimize resource utilization.
• Establish governance frameworks to ensure consistency, standardization, and repeatability across multiple locations.

Vendor & Contract Management

• Serve as the executive liaison for third-party service providers.
• Lead contract negotiations, vendor performance management, and renewal strategies.
• Establish and monitor service-level agreements (SLAs) to ensure vendor compliance and service quality.
• Drive value through strategic sourcing initiatives, benchmarking, and supplier performance optimization.
• Mitigate operational and financial risk through structured vendor oversight and governance.

Financial & Performance Management

• Lead budget development, forecasting, and financial performance monitoring.
• Identify opportunities for cost containment and productivity improvement.
• Deliver measurable improvements in operational margin, cost per unit, and service performance metrics.
• Provide executive-level reporting and performance insights to leadership stakeholders.

Team Leadership & Culture

• Build, develop, and lead high-performing teams across multiple sites.
• Foster a culture focused on accountability, operational excellence, and continuous improvement.
• Coach and mentor leaders to strengthen operational discipline and stakeholder engagement.
• Promote safety, compliance, and ethical standards across all operational activities.

Additional Responsibilities

• Perform additional duties as assigned.

Work Environment

• Work Type: Hybrid - This position splits time between remote work and in-office presence.
• Travel: Less than 10% travel may be required.

Minimum Required Qualifications

• Education: Bachelors degree in Supply Chain, Business, Operations, or a related field.
• Experience: Minimum 8+ years of progressive leadership experience in managed services, supply chain operations, or multi-site operational management.

Knowledge, Skills, and Abilities

• Demonstrated success in vendor management and contract oversight.
• Strong financial acumen including budgeting, forecasting, and P&L responsibility.
• Proven experience leading operational process improvement initiatives.

Preferred Qualifications

• Education: Masters degree in Supply Chain, Business, Operations, Administration, or a related field.
• Experience: Experience working in highly regulated or complex operational environments.
• Certifications: Lean, Six Sigma, or other continuous improvement certification preferred.

ENVIRONMENTAL FACTORS Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to:

• Blood-borne pathogen exposure
• Bio-hazardous waste chemicals/gases/fumes/vapors
• Communicable diseases
• Electrical shock
• Floor Surfaces
• Hot/Cold Temperatures
• Indoor/Outdoor conditions
• Latex
• Lighting
• Patient care/handling injuries
• Radiation
• Shift work
• Travel may be required
• Use of personal protective equipment, including respirators

Additional Details Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

ACCOMMODATIONS EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Leave and Accommodations.

PHYSICAL REQUIREMENTS: (Medium-Heavy)

• 36-75 lbs., 0-33% of the work day (occasionally)
• 20-35 lbs., 34-66% of the workday (frequently)
• 10-20 lbs., 67-100% of the workday (constantly)
• Lifting 75 lbs. max
• Carrying of objects up to 35 lbs.
• Occasional to frequent standing & walking
• Occasional sitting
• Close eye work (computers, typing, reading, writing)
• Physical demands may vary depending on assigned work area and work tasks.