Director of Operations – TRICARE Overseas Program

International SOS

. Provide strategic leadership and oversight for multi-channel customer service and beneficiary support operations .

Posted 10/15/2026full-timeSan Antonio • Texas • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strategic leadership in multi-channel customer service operations, with a focus on process optimization, compliance, and team development. Proven ability to leverage data-driven decision-making and technology to enhance service delivery and operational effectiveness.

Highest-signal resume keywords

Leadership ExperienceCustomer Service ManagementChange Management ProgramsData-Driven Decision-MakingContact Center Technology

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementForecasting SkillsOperational ExcellenceContract ComplianceTRICARE RequirementsCRM SystemsTelephony PlatformsDigital ToolsAnalytical Data UtilizationQuality Management

Soft Skills

Communication SkillsTeam BuildingProblem SolvingEmployee EngagementInterpersonal Skills

Certifications & Qualifications

Bachelor's DegreeADP II Clearance

Industry Keywords

Customer ServiceHealthcare AdministrationContact Call CenterBeneficiary SupportLean Six Sigma

About the role

Key responsibilities & impact

Provide strategic leadership and oversight for multi-channel customer service and beneficiary support operations
Lead enrollment services, customer support, and beneficiary engagement teams
Drive exceptional service delivery, operational excellence, and achievement of contractual requirements and key performance indicators
Champion process optimization, standardization, compliance, and continuous improvement using analytical data, technology, Lean Six Sigma, and other methods
Ensure delivery teams are appropriately staffed through recruitment, deployment, and retention efforts
Motivate, coach, provide feedback, and build employee commitment, trust, engagement, and retention
Collaborate with internal stakeholders to achieve end-to-end process efficiencies, standardization, and contract compliance
Forecast beneficiary call volumes and deploy appropriate workforce coverage
Ensure team members are trained procedurally and technically on TRICARE requirements and changes
Foster client relationships and partner with third-party vendors for customer excellence, quality, and accuracy
Develop and execute customer self-service strategies using digital tools and technology-enabled solutions
Use data-driven decision-making and cross-functional collaboration to foster innovation and operational effectiveness

Requirements

What you’ll need

At least 5 years of leadership experience in a Customer Service, Administrative Operations, or Healthcare Administration field
Track record of successful leadership of a substantive department/s (minimum 50 staff)
Track record of quality/business process improvement
Must have recent and relevant Contact Call Center/Customer Service experience, including use of inbound/outbound Call, Email and Chat functionalities
Created/led/implemented Change Management programs
Comfortable with IT, preferably with knowledge of CRM systems, telephony platforms and other contact center related technology
Comfortable with technical policy detail and demonstrable strength and experience in translating policy into cost effective operational processes
Bachelor’s degree required
Ability to obtain ADP II clearance after accepting a position
Excellent written and spoken English
Additional European language an advantage
Customer focus, leadership, communication/interpersonal, work management, organization, ambiguity management, problem solving, peer relationships, and delegation skills
Contact center/customer service professional background with strong data and forecasting skills
Talent management, team building, process management, quality, creativity, and innovation competencies

Benefits

Comp & perks

Travel up to 20% domestic and international