Director, Solutions Delivery at MEDI TRANS LLC

, , United States -

Full Time

Start Date

Immediate

Expiry Date

20 Apr, 26

Salary

180000.0

Posted On

20 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data-Driven Decision Making, Cross-Functional Collaboration, Quality Improvement, Customer Insights, Process Mapping, Leadership, Analytical Skills, Problem-Solving, Continuous Improvement, Operational Excellence, Coaching, Strategic Thinking, Change Leadership, Trust-Building, Technology Enablement, People Development

Industry

Ground Passenger Transportation

Description

🏢 MTI America We’ve been helping people get back to work and life since 1992 📌 Job Title: Director, Solutions Delivery Salary Range $120,000-$180,000 Reports To: VP of Solutions Delivery Location: Remote, Pompano Beach FL, Hybrid Job Type: Full-Time FLSA Status: Exempt Remote in the following states: TX, OH, MI, GA, SC, NC, AL, TN, PA, NJ, MO, VA, IN, AZ, FL, NH, NV, KS, WI Hybrid and on-site work available in Pompano Beach Florida 🧭 Position Summary The Director of Solutions Delivery is responsible for driving operational excellence through comprehensive process mapping, continuous improvement initiatives, and high impact customer insights. This leader oversees operational reporting, quality systems development, and customer success analytics while ensuring that customer feedback and complaint trends directly inform business decisions. Serving as a critical cross functional partner, the Director integrates data across Customer Success, Operations, Finance, Technology, Sales, and Provider teams to deliver actionable insights that improve performance, elevate customer experience, and strengthen organizational outcomes. This role provides strategic leadership, fosters a culture of quality and innovation, and empowers teams to deliver consistent, scalable, and customer centric solutions across the enterprise. 📒Core Focus Areas * Operational reporting * Continuous Improvement Opportunities * Quality Systems * Customer Operational and Insights reporting ✅ Key Responsibilities Continuous Improvement & Innovation * Drives end-to-end process mapping and continuous improvement efforts, ensuring operational scalability, consistency, and alignment with organizational goals. * Leverages customer complaints, feedback trends, and performance data to inform process mapping and guide continuous improvement initiatives. Quality System Development * Leads quality and process improvement strategy for the contact center, aligning with organizational goals, operational/customer SLAs,and driving operational excellence across all product lines. * Develops, defines, and manages KPIs, metrics, and performance benchmarks that drive the quality of customer interactions and service provided to injured workers. * Continuously assess and refine the quality framework to ensure it aligns with evolving customer expectations and business goals. * Serves as a thought leader on best practices and industry trends related to quality and process improvement, sharing insights and recommendations with senior leadership Cross-Functional Partnership * Integrate customer data with sales, marketing, finance, and operations data for comprehensive business insights * Correlate data sets to various business outcomes * Collaborate closely with Customer, Operations, Provider, Finance, and Technology teams to understand business processes and data needs * Translate business questions into clear analytical approaches and reporting solutions * Act as a trusted advisor by proactively surfacing insights, trends, and risks Leadership & Team Development * Set priorities, manage workloads, and ensure delivery against business timelines * Provide strategic leadership that fosters a culture of quality, innovation, and continuous improvement across the organization Customer Success & Experience Analytics * Provide leadership oversight for the Customer Success function, with accountability for customer feedback, complaint analysis, and retention-focused insights * Establish processes for capturing, categorizing, and analyzing customer complaints and feedback across channels * Develop reporting and dashboards that identify complaint drivers, trends, and root causes * Partner with Operations and functional leaders to translate customer insights into prioritized improvement initiatives * Track the impact of operational changes on customer satisfaction, complaint volume, and retention metrics * Ensure customer experience data is integrated with operational and performance reporting for a holistic view of business health Cross-Functional Improvement Enablement (Customer-Focused) * Serve as a bridge between Customer Success, Operations, and Leadership to ensure customer insights inform operational decisions * Proactively surface risks to customer retention and experience using data and trend analysis * Support leadership with regular customer experience reporting and recommendations 💡Experience & Capabilities Leadership & Strategic Execution * Demonstrated success leading multidisciplinary teams in operations, customer success, analytics, or quality management. * Proven ability to translate complex business needs into actionable strategies, processes, and reporting frameworks. * Expertise in prioritizing initiatives, managing complex workloads, and driving execution against critical business timelines. Process Mapping & Continuous Improvement * Deep experience with end-to-end process mapping, workflow optimization, and operational redesign. * Ability to identify systemic issues using structured root cause analysis and implement scalable, sustainable solutions. Customer Insights, Complaints, & Experience Analytics * Hands on experience leading customer success or complaint operations, including intake, investigation, categorization, and resolution of workflows. * Ability to transform customer complaints and feedback trends into insights that inform operational and strategic improvements. * Experience developing dashboards, KPIs, and reporting that highlight experience drivers, root causes, and risk indicators. * Proven ability to measure the impact of improvements on customer satisfaction, complaint reduction, and retention. Quality Systems & Operational Excellence * Experience building and managing quality frameworks, KPIs, and performance benchmarks, ideally for customer-facing or contact center environments. * Ability to continuously refine quality systems to meet evolving operational needs and customer expectations. * Recognized as a thought leader on quality, customer experience, and process optimization best practices. 🎓 Qualifications * Proven record of accomplishment using data insights to drive business decisions * Strong analytical, problem-solving, and critical thinking skills * 10+ years of experience in operations, solutions delivery, customer success, quality management, business analytics, or related functions * 5+ years of leadership experience managing multidisciplinary teams, preferably in customer-facing or operations-heavy environments. * Experience developing operational dashboards, KPIs, and performance reporting for leadership and cross-functional part 🧠 Skills * Data-Driven Decision Making & Analytics * Trust-Building * Cross-Functional Collaboration & Influence * Adaptive & Strategic Thinking * Coaching & People Development * Quality & Continuous Improvement Mindset * Technology Enablement * Change Leadership & Resilience 🔑 Success in This Role Success in this role means establishing a reliable, insight driven operational environment where processes run efficiently, quality standards are consistently met, and customer experience measurably improves. The Director will have built scalable processes, accurate and actionable reporting, and a mature quality framework that reduces complaints and strengthens service delivery. They will be recognized as a trusted cross functional partner who influences decisions through data and insights, drives continuous improvement across teams, and ensures that customer feedback directly shapes operational and strategic priorities.

Responsibilities

The Director of Solutions Delivery is responsible for driving operational excellence through process mapping and continuous improvement initiatives. This role integrates data across various teams to deliver actionable insights that enhance customer experience and organizational outcomes.