Operations

• Manage day-to-day client communication and serve as a key liaison between the client, operations team, and support functions
• Coordinate activities across Shared Services, Back-office, and Contact Center operations
• Track client requests, operational issues, decisions, and action items, ensuring timely follow-up and accurate documentation
• Monitor KPIs, service levels, productivity, quality, staffing, and other operational data; identify performance gaps and coordinate corrective actions
• Support issue resolution and escalate significant risks or concerns as needed
• Prepare operational reports, meeting materials, and business-review presentations; lead or support client meetings and operational reviews
• Coordinate with Workforce Management, Quality, Training, HR, Finance, IT, and other support teams to meet performance targets and client expectations
• Ensure adherence to operational procedures, client requirements, and agreed processes
• Support the implementation and stabilization of new processes, programs, technologies, and operational initiatives
• Identify opportunities to improve service quality, productivity, communication, and operational efficiency
• Travel to client or operational sites for meetings, reviews, or project support as required

Operations Manager, Korean-English Speaker

• Own the end-to-end clinician journey from post-hire handoff through onboarding, caseload ramp, ongoing support, and offboarding
• Reduce time-to-first-session and time-to-full-caseload through workflow redesign
• Build onboarding playbooks and SOPs for scaling beyond 300 clinicians
• Partner with recruiting and credentialing on handoffs and readiness dates
• Run intake, triage, escalation, and clinician support workflows
• Set and enforce SLAs for response and resolution times
• Manage backlog and aging metrics
• Resolve handoff breakdowns between operations, scheduling, and clinical leadership
• Own operational KPIs including service levels, resolution times, productivity, capacity planning, and clinician retention
• Build scorecards and run capacity planning and staffing forecasts
• Conduct root-cause analysis and drive corrective action
• Hire, structure, and manage the clinician operations team
• Set performance standards and accountability cycles
• Allocate resources across support, onboarding, and lifecycle workstreams
• Standardize work in ticketing and workflow platforms
• Build operational dashboards and executive reporting
• Automate manual processes and lead tool rollouts
• Lead UAT and change management for new systems and workflows

Senior Director – Clinician Operations

• Oversee business support operations
• Monitor and manage business operations support teams to ensure timely, high-quality services
• Report to the Senior Closing Manager
• Collaborate with leaders from Operations, Quality and Continuous Improvement
• Interact with team members across Sales, Underwriting, and Compliance
• Manage production capacity and performance of local operations while ensuring high quality
• Promote a culture focused on SLAs and operational excellence
• Manage relationships across organizational areas
• Guide and coach team members
• Plan and track production goals and staffing plans
• Identify and implement operational efficiencies
• Refine and improve KPIs to measure and drive performance
• Develop, support, and promote a healthy and safe work environment
• Serve as a strong brand ambassador for the company culture

Operations jobs in Dominican Republic

Operations Manager, Korean-English Speaker

Senior Director – Clinician Operations

Operations Manager – Closing