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Director, Business Process Outsourcing

Doctor On Demand

Doctor On Demand

Posted on Wednesday, July 3, 2024
About the role:
The Director of Business Process Outsourcing (BPO) is responsible for managing relationships and driving performance for both external vendors and BPO partners. Achieving scale and quality member experience is possible - it just takes the right leader to set expectations and manage the relationship. This role is responsible for developing and growing all of our operations vendor relationships as well as assessing opportunities to consolidate relationships. The ideal candidate for the role believes in the importance of data to drive decision making and manage performance, is passionate about our mission and is able to channel that in relationships with internal stakeholders. This role plays a crucial role within the Care Delivery Planning & Strategy team, reporting directly to the Sr. Director of Care Delivery Planning & Strategy and regularly partnering with senior leaders across Member Care, Clinical, Finance, Technology, HR and Legal.


  • Assess the health of current operational vendor relationships (inclusive of BPO relationships) and provide recommendations for next steps
  • Onboard additional staff & service lines with existing vendors and/or new partners as necessary
  • Help develop and manage performance with each vendor
  • Develop standard reporting that we ask the vendor(s) to track and share at a regular cadence
  • Participate in regular business reviews
  • Analyze utility of current productivity tracking metrics and if needed, develop new metrics in collaboration with leaders
  • Optimize quality of team in partnership with Service Excellence
  • Collaborate with Learning & Development team to implement new changes and identify current gaps in training process
  • Partner across Member Care & Clinical teams to get stakeholder buy-in to develop a long-term strategic partner roadmap that aligns with corporate strategy and divisional needs
  • Model our Included Health culture and values to internal and external partners


  • Experience with vendor management, sourcing, procurement and contracting - including nearshore and offshore vendor relationships
  • Financial & business acumen and comfort applying data driven leadership to improve collective performance.
  • Familiarity with customer experience technology & productivity solutions.
  • Entrepreneurial mindset; ability to innovate and think outside the box.
  • Excellent verbal and written communication skills
  • Willingness to travel at minimum quarterly to one of vendor partner locations domestically, U.S. locations for team offsites, our company headquarters in San Francisco and potentially offshore partner locations in the future.
  • Curiosity & a self starter - you are excited to sink your teeth in and learn!
  • Minimum of 7-10 years experience
  • Previous experience in working in healthcare or health insurance is recommended, but not required

Physical/Cognitive Requirements:

  • Deep critical reasoning skills and strong business judgment to make sound decisions and provide clear rationale.
  • Prompt and regular attendance at assigned work location.
  • Ability to remain seated in a stationary position for prolonged periods.
  • Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
  • No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
  • Ability to interact with leadership, employees, members, clients, and partners in an appropriate manner.
The United States new hire base salary target ranges for this full-time position are:
Zone A: $138,380 - $195,470 + equity + benefits
Zone B: $159,137 - $224,791 + equity + benefits
Zone C: $172,975 - $244,338 + equity + benefits
Zone D: $179,894 - $254,111 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share details of your geographic alignment upon inquiry.
In addition to earning a base salary, this role is eligible for a performance-based bonus. Details of the Annual Bonus Plan, including performance metrics, target incentives, and potential earnings, will be discussed during the interview process.
In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following:
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents
Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO")
12 weeks of 100% Paid Parental leave
Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance
Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
11 Holidays Paid with one Floating Paid Holiday
Work-From-Home reimbursement to support team collaboration and effective home office work
24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations