Operations Director (WI)

Non-Emergency Medical Transportation (NEMT) Contract Leadership

Responsible for providing strategic and operational leadership for Non-Emergency Medical Transportation (NEMT) contract, in assigned state, with full authority over resources, staffing, and day-to-day operational decision-making. Accountable for ensuring compliance with all contractual, regulatory, and performance requirements while maintaining uninterrupted service delivery to members. Serves as the primary senior leader and liaison to the Department, overseeing cross-functional execution and all business activities related to NEMT contracted services, including call center operations, provider network development and management, compliance, reconciliation, quality assurance, risk management, information technology, training, and business office functions. Drives operational excellence, service quality, and continuous improvement to achieve organizational and contract objectives.

Position contingent upon award of contract.

Position location is on-site in Madison, WI.

Essential Functions:

Plan, direct, and oversee all NEMT operational functions, including reservations, dispatch, urgent/critical transportation, provider network management, member support, compliance, quality assurance, reporting, call center operations, and business office activities.

Develop and implement operational strategies, policies, procedures, and performance standards that align with corporate objectives, contractual requirements, and regulatory obligations.

Ensure full contractual compliance by meeting service level agreements (SLAs), key performance indicators (KPIs), reporting requirements, quality standards, and tracking compliance measures.

Establish and maintain systems for monitoring, measuring, and reporting operational performance, utilizing dashboards, data analytics, and standardized reporting to identify trends, risks, and opportunities for improvement.

Analyze operational metrics, including trip completion rates, timeliness, cancellations, complaints, grievances, provider performance, and call center results, and implement corrective actions and continuous quality improvement initiatives.

Provide executive oversight of provider network operations and collaborate with Provider Relations leadership to address network capacity, performance concerns, and service delivery challenges.

Maintain full resource management authority, including staffing, technology, vendor capacity, and operational infrastructure, to ensure uninterrupted service delivery and contract performance.

Oversee implementation, utilization, and ongoing management of operational technology platforms, electronic tracking systems, and reporting tools that support service delivery and compliance.

Recruit, hire, develop, coach, and retain management and staff, while ensuring succession planning and leadership continuity for critical operational roles.

Manage departmental and operational budgets, monitor expenditures, and implement cost-control measures to ensure financial stewardship and alignment with business objectives.

Serve as the primary operational liaison with state agencies, contractors, providers, members, corporate leadership, advisory boards, and other key stakeholders, ensuring effective communication and relationship management.

Lead operational reviews, management meetings, quality assurance activities, staffing planning, risk management efforts, and issue escalation processes to drive organizational performance and accountability.

Maintain current knowledge of transportation management practices, industry trends, regulatory requirements, and operational best practices to support effective decision-making and innovation.

Perform other duties and special projects as assigned.

Required Skills and Abilities:

Proven track record as an effective leader with the ability to direct, develop, and motivate multidisciplinary teams while fostering accountability and high performance.

Effective communicator with strong written, verbal, and executive-level communication skills, capable of building productive relationships with internal and external stakeholders at all levels.

Demonstrated success in operations and contract management, including oversight of complex business activities, contractual requirements, performance standards, and organizational objectives.

Ability to analyze, prioritize, and manage multiple business functions, projects, and escalations with accuracy, urgency, and sound judgment.

Experience directing day-to-day operational activities, managing workflow, evaluating reporting processes, and implementing process improvements to enhance efficiency and effectiveness.

Strong analytical and problem-solving skills with the ability to leverage operational KPIs, quality metrics, trend analysis, and data-driven insights to support decision-making and continuous improvement.

Skilled in stakeholder management, collaboration, and conflict resolution, with the ability to drive results and maintain positive working relationships across diverse groups.

Ability to evaluate operational performance, identify risks and opportunities, and implement corrective actions and strategic solutions to achieve business and contractual goals.

Preferred Skills:

Thorough understanding of NET service delivery and previous experience in human services transportation.

Qualification:

Bachelor's degree in Business Administration from accredited College or University or equivalent experience with noted progressive responsibilities.

3+ years' experience in Executive and/or Operational Management.

NET experience preferred.