Director of Transformation

Overview

Role Overview

The Director / Senior Manager – Transformation (Technology, Product & Operations) is responsible for the end-to-end delivery of transformation initiatives that improve operational efficiency through technology enablement, product enhancements, and process implementation.

Reporting to the Business Transformation Partner, this role focuses on executing defined transformation priorities by translating strategic objectives into actionable plans and delivering measurable outcomes. The role supports transformation across core operational areas such as claims operations, call centers, clinical operations, and other business functions.

This role works closely with Product, Technology, Operations, and Go-To-Market (GTM) teams to ensure that transformation initiatives not only improve internal efficiency but also enable faster execution, scalability, and momentum in customer-facing activities.

The role also collaborates with the Process Excellence team (reporting to the COO) to ensure that process improvements are effectively enabled through technology and embedded into operations, without duplicating process design ownership.

Key Responsibilities

Solution Design & Technology Enablement

Translate transformation priorities into practical, implementable technology and product-enabled solutions

Partner with Product and Engineering teams to define requirements, features, and delivery plans

Identify and implement opportunities for automation, workflow optimization, and system enhancements

Ensure solutions are scalable, feasible, and aligned with enterprise technology architecture

Program Delivery & Execution

Own end-to-end execution of assigned transformation initiatives

Develop and manage detailed program plans, milestones, and deliverables

Coordinate across Product, Technology, Operations, and GTM teams to ensure timely delivery

Monitor execution progress and proactively address delivery challenges

Operational Implementation (in partnership with Process Excellence)

Support implementation of process improvements designed by the Process Excellence team, ensuring alignment with systems and tools

Translate process designs into technology-enabled execution and operational adoption

Ensure changes are embedded, adopted, and sustained within business operations

Provide feedback on feasibility, scalability, and technology implications of process changes

GTM Alignment & Enablement

Collaborate with GTM teams to understand commercial priorities, customer experience needs, and operational bottlenecks

Ensure transformation initiatives support faster go-to-market execution and improved customer responsiveness

Provide input into prioritization discussions by highlighting technology and operational dependencies and opportunities

Align delivery timelines with GTM needs to maximize business impact and momentum

Cross-Functional Coordination

Act as the day-to-day integrator across Product, Technology, Operations, GTM, and Process Excellence teams

Ensure alignment between technology delivery, operational readiness, and business needs

Facilitate working-level decisions and escalate issues to the Business Transformation Partner as needed

Governance Execution & Reporting

Apply transformation governance standards to assigned initiatives

Track and report on progress, risks, dependencies, and KPIs

Provide clear, structured updates to the Business Transformation Partner and stakeholders

Maintain accurate tracking of initiative-level value delivery

Risk & Issue Management

Identify risks related to technology delivery, integration, operational adoption, and GTM readiness

Manage dependencies across systems, teams, and initiatives

Develop mitigation plans and escalate critical issues in a timely manner

Value Realization & Performance Tracking

Track KPIs linked to efficiency, cost, quality, and customer experience improvements

Identify performance gaps and support corrective actions

Ensure expected benefits from automation and product improvements are realized and sustained

Qualifications

Required

7–12 years of experience in transformation, program management, product, operations, or consulting

Proven experience delivering technology-enabled, cross-functional initiatives in large, matrixed organizations

Strong ability to translate business needs into technology and product-enabled solutions

Demonstrated program management and execution skills

Ability to influence stakeholders without direct authority

Strong problem-solving and structured thinking capabilities

Excellent communication and stakeholder management skills

Comfort working in ambiguous and fast-paced environments

Preferred

Experience in digital transformation, automation, or product-led transformation

Familiarity with workflow automation, AI/ML, or enterprise platforms

Experience in operations-heavy environments (e.g., claims, call center, clinical operations)

Exposure to GTM functions (sales, customer success, or customer operations)

Knowledge of KPI frameworks, OKRs, and value realization tracking

Success Measures

Delivery of initiatives on time and within scope

Measurable improvements in operational efficiency, cost, quality, and customer experience

Contribution to GTM effectiveness and operational scalability

Adoption and sustained use of technology and process changes

Clear tracking and realization of initiative-level benefits

Strong coordination across Technology, Product, Operations, GTM, and Process Excellence teams

Effective identification and resolution of risks and issues

Geographic Responsibility:  Remote, US

Type of Employment: Full-time, permanent 

FLSA Classification (USA Only): Exempt  

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  

Work across multiple time zones in a hybrid or remote work environment. 

Long periods of time sitting and/or standing in front of a computer using video technology. 

May require travel dependent on company needs. 

 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990.  Candidates may be required to go through a pre-employment criminal background check. 

 

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

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**The annual US base salary range for this position is $X to $X. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.