Operations Strategy Lead
Who we are We are a global IT service company based in Uruguay, serving humans like humans. Our main focus is on providing staffing and delivery team services to companies seeking a strategic partner for their products and services. Our mission is to revolutionize people’s lives through work, individually improving their world and our ecosystem. In 2019, 2020, and 2021, we received the award for being one of the best B2B development companies in Latin America by Clutch and we are ranked number 10 on the list of companies in Argentina by The Manifest. We are also verified as a service provider in Latin America by the Inter-American Development Bank (BID) and we are partners with CUTI. We value people who are collaborative, curious, results-driven, and take ownership. We embrace individuals who want to be themselves, have daily flexibility, grow, learn, and make a difference wherever the opportunity presents itself. Role Overview The Operations Strategy & Process Improvement Lead acts as the primary business lead for enterprise-wide initiatives impacting the Operations organization. This role is responsible for the end-to-end lifecycle of process enhancement—from data-driven analysis and workflow documentation to the implementation and measurement of strategic programs. The lead will work cross-functionally to drive efficiency, customer loyalty, and a superior employee experience.
Key Responsibilities
Strategic Initiative Leadership: Serve as the business lead on the development and maintenance of Enterprise-wide initiatives. Assist business leaders in developing tactical and strategic programs to support the business unit’s specific goals. Workflow Optimization: Analyze and document workflows, identifying weak points in processes and organizational structures. Make recommendations for enhancements and support the implementation and measurement of new processes. Data Analysis & Validation: Collect and analyze data to validate recommendations for improved workflows. Utilize Medallia and other customer/client feedback to enhance the Operations proposition. Project Collaboration: Develop business requirements for key projects. Work closely with the Enterprise PMO, Directors across Operations, and cross-functional partners to ensure all initiatives related to Global Operations are managed and implemented. Performance Metrics: Identify, deliver, and measure initiatives to improve efficiency, Net Promoter Score (NPS), First Call Resolution (FCR), and the employee experience. Continuous Improvement: Collaborate with the Operations Leadership Team, Manager of Escalation/Quality Assurance, IT, and the Corporate Training Team to identify and recommend improvement opportunities. Tool & Procedure Implementation: Identify, recommend, and implement specific tools, processes, and procedures to accurately measure operational improvements. Stakeholder Management: Ensure effective processes are in place for interactions with key internal partners, including Medical Review, Network, Global Service Center, Claims, Enrollment, Core Escalations, Client Management, and Finance.
Requirements
Experience: Direct experience with Global Operations is preferred. Experience within the Health Insurance industry and international experience (professional or extended personal) is a significant plus. Analytical Skills: Strong critical thinking skills and proficiency in data analysis. Must possess a "sharp sense" for identifying process gaps. Communication: Excellent listening, verbal, written, and telephone etiquette business communication skills. Soft Skills: Strong customer service ethos, investigative skills, and the confidence to lead team change. Problem Solving & Organization: Strong facilitation and analytical problem-solving skills, paired with excellent organization and time management abilities. Collaborative Mindset: Strong collaboration skills to work across departments to resolve inquiries and the ability to interact effectively with all levels across the company. Technical Tools: Proficient with Microsoft Office products.
What We Offer
Competitive salaries throughout LATAM (USD). 100% remote work from anywhere in LATAM. Opportunity to join a collaborative and fast-growing global team. Daily interaction and close collaboration with international teams, including the US. A role with high visibility and ownership, where your work directly impacts the business.