Internal Promote - Director, Centralized Services

Director, Centralized Services

Overview

Reporting to the VP, Operations Services, the Director, Centralized Services provides strategic leadership and overall direction for centralized service functions supporting revenue generation, revenue capture, member experience, and operational execution across brands.

This role has full leadership and accountability for the Centralized Services department, including departmental strategy, organizational structure, talent development, operational performance, and service delivery. The Director establishes scalable operating models that drive consistency, efficiency, and measurable business results across brands and business units.

Serving as a strategic partner to Operations, Finance, Analytics, Marketing, IT, and other business stakeholders, the Director leads cross-functional and cross-brand initiatives that strengthen business performance, enhance the member experience, and support organizational growth.

Key Responsibilities

Departmental Leadership & Strategic Direction | 40%

• Provide strategic direction and overall accountability for the Centralized Services department, including all functions, personnel, and departmental operations.
• Establish departmental objectives, priorities, and performance expectations aligned with organizational goals.
• Oversee organizational structure, workforce planning, resource allocation, and succession development.
• Lead, supervise, and develop departmental leaders and team members, fostering a culture of ownership, accountability, and service excellence.
• Develop scalable service delivery models that support operational consistency and organizational growth across brands.

Revenue Operations & Business Performance | 25%

• Provide strategic oversight of centralized functions, including Corporate Sales support, collections, call center services, member support programs, and other revenue-related initiatives.
• Partner with Operations and Finance to develop strategies that improve revenue capture, collections, payment recovery, and member retention.
• Identify opportunities to improve financial and operational performance through process optimization, technology, and vendor partnerships.
• Oversee consistent execution of revenue support processes and insurance revenue initiatives, where applicable.

Cross-Functional & Cross-Brand Leadership | 20%

• Partner with senior leadership and cross-functional stakeholders to align centralized service strategies with enterprise-wide business priorities.
• Lead cross-functional and cross-brand initiatives that promote operational consistency, standardization, and best-practice adoption while recognizing individual brand requirements.
• Collaborate with field leadership to identify business needs and ensure centralized services effectively support operational execution.
• Drive the evaluation and implementation of technologies, systems, and business solutions that enhance organizational effectiveness and support growth.

Performance Management & Continuous Improvement | 15%

• Establish departmental KPIs, dashboards, and reporting standards to measure service delivery, operational effectiveness, and business impact.
• Analyze financial and operational results to identify trends, evaluate opportunities, and develop actionable recommendations.
• Present departmental performance, strategic initiatives, and business insights to senior leadership.
• Drive continuous improvement initiatives focused on process efficiency, resource optimization, cost management, and service excellence.

Qualifications and Experience

• Bachelor's degree in Business Administration, Operations Management, Finance, or a related field preferred.
• 7+ years of progressive experience in operations management, centralized services, revenue operations, customer support, business transformation, or related functions.
• 5+ years of leadership experience managing multiple teams, developing leaders, and driving departmental performance.
• Demonstrated success leading complex, cross-functional initiatives across multiple business units or brands.
• Experience developing strategic business plans, operational models, and scalable processes.
• Strong financial acumen and experience managing performance metrics, budgets, and operational outcomes.
• Excellent analytical, strategic planning, project management, and organizational skills.
• Ability to influence and collaborate effectively with executive leadership and cross-functional stakeholders.
• Proficiency with Microsoft Office Suite, Power BI, and CCaaS platforms.

Skills and Competencies

• Strategic & Enterprise Leadership: Establishes departmental vision and direction while aligning centralized services with organizational strategies and business objectives.
• Departmental & People Leadership: Leads through effective organizational oversight, talent development, succession planning, and performance accountability.
• Cross-Functional & Cross-Brand Collaboration: Builds partnerships across brands and business functions to drive alignment, standardization, and enterprise-wide results.
• Revenue & Business Acumen: Provides strategic oversight of revenue support and operational initiatives that strengthen financial performance.
• Operational Excellence & Transformation: Drives process improvement, technology adoption, resource optimization, and scalable business solutions.
• Analytical & Strategic Decision Making: Uses financial and operational data to evaluate performance, identify opportunities, and influence business decisions.
• Executive Communication & Influence: Communicates strategic recommendations, influences stakeholders, and drives alignment across the organization.

Salary Range: $90,000/year to $130,000/year.