Director Global Operations

Position Overview

What Youll Do

• Build and lead a Global Technology Operations practice that supports a growing multi-geo technology organization.

• Define and implement the operating model governance service delivery framework and performance rhythms for the function.

• Establish scalable processes playbooks and operational standards that improve consistency quality and efficiency.

• Drive operational maturity across key disciplines including incident management problem management change management service management operational readiness observability and configuration management.

• Partner closely with leaders across infrastructure engineering security service management and enterprise technology to improve execution and service outcomes.

• Create and track KPIs dashboards and review mechanisms that measure performance productivity quality scalability and customer experience.

• Identify and execute opportunities to automate repeatable work reduce operational toil and improve reliability.

• Strengthen cross-functional collaboration and global handoffs across teams in the US and India.

• Build organizational capability through hiring coaching leadership development and clear accountability.

• Help shape the long-term roadmap for a global operations capability that can expand in scope maturity and geography over time.

What Success Looks Like

• A clear and scalable global operating model is in place for Technology Operations.

• Core operational processes are standardized documented and consistently executed.

• KPI and service performance reporting provide visibility into operational health and improvement opportunities.

• Repeatable work is increasingly automated and operational complexity is reduced.

• Collaboration across geographies improves with stronger handoffs ownership and service consistency.

• The function is positioned to grow beyond its current scope and support broader business and technology needs.

Required Qualifications

• 10 years of progressive leadership experience in Technology Operations IT Operations Service Delivery Infrastructure Operations Platform Operations or a related field.

• 5 years leading managers and distributed teams in a complex matrixed environment.

• Proven experience building scaling or transforming an operations function or global operating model.

• Strong experience with service management and operational disciplines such as incident problem and change management.

• Demonstrated ability to create measurable improvements through process design standardization and continuous improvement.

• Experience leading global or multi-region teams ideally including the US and India.

• Strong executive communication skills and the ability to influence across technical and business stakeholders.

• Track record of building strong teams developing leaders and driving accountability.

• Experience using metrics and operational data to improve performance and guide decisions.

Preferred Qualifications

• Experience in healthcare fintech payments or other regulated environments.

• Experience standing up or scaling a Global Operations Center NOC service operations or similar capability.

• Familiarity with observability configuration management automation and ITSM platforms.

• Experience supporting infrastructure modernization cloud operations or enterprise-scale transformation initiatives.

• Lean Six Sigma ITIL or similar operational excellence background.

• Experience in high-growth integration or transformation environments.

Leadership Profile

The ideal candidate is:

• A builder who is energized by creating new capabilities from the ground up.

• Lean-minded and focused on simplification flow and continuous improvement.

• Growth-oriented and committed to developing people teams and organizational capability.

• Comfortable operating in ambiguity and creating clarity through structure and execution.

• Data-driven pragmatic and highly collaborative.

• Able to balance strategic thinking with hands-on operational leadership.

Base Salary Range

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors including experience education qualifications as well as job-related and industry-related knowledge and skills etc. Base pay is just one part of our Total Rewards package which may also include discretionary bonus plans commissions or other incentives depending on the role.

Zelis full-time associates are eligible for a highly competitive benefits package as well which demonstrates our commitment to our employees health well-being and financial protection. The US-based benefits include a 401k plan with employer match flexible paid time off holidays parental leaves life and disability insurance and health benefits including medical dental vision and prescription drug coverage.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you dont meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process please email .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities duties and skills from time to time.