Director, Operational Excellence

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®

We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers.  
 

SUMMARY
The Director of Operational Excellence serves as IMG's internal expert in operational transformation, continuous improvement, Lean methodologies, and project execution.
Reporting to the COO, this role is responsible for identifying opportunities to improve operational efficiency, simplify business processes, reduce organizational complexity, and support technology-enabled changes across the organization. Working closely with operational leaders, Business Solutions, the Enterprise Project Management Office (EPMO), technology teams, and third-party partners, the Director helps ensure operational improvement initiatives deliver measurable and sustainable business results.
This role provides specialized expertise, analytical support, process improvement leadership, and implementation guidance that enable operational leaders to improve performance and successfully implement change.
 

JOB DETAILS 

• Corporate office is in Indianapolis, IN.
• Remote Schedule available 
• Relocation Expenses Reimbursed:  No
• Qualified candidates must be legally authorized to be employed in the United States. IMG will not be providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position

PERKS

• Comprehensive benefits package including Medical/RX/Dental/Vision insurance
• 401k Plan with company match
• Paid Time Off and Company Paid Holidays
• Free employee parking
• Casual dress environment
• Tuition reimbursement plan

DUTIES AND RESPONSIBILITIES

• Serve as IMG's subject matter expert in operational transformation, process improvement, Lean methodologies, and continuous improvement.
• Conduct operational assessments and identify opportunities to improve productivity, service quality, scalability, and cost effectiveness.
• Facilitate process redesign initiatives that reduce complexity, eliminate waste, and improve operational performance.
• Apply Lean, Six Sigma, and continuous improvement methodologies to deliver measurable business results.
• Develop practical tools, standards, and methodologies that support operational excellence across the organization.

• Partner with Business Solutions and the EPMO to support delivery of operational transformation initiatives.
• Develop implementation plans, success measures, and operational improvement roadmaps.
• Monitor progress, risks, dependencies, and anticipated business benefits.
• Measure and track realized outcomes including productivity gains, cycle time reductions, service improvements, and cost savings.
• Provide regular updates and recommendations to the COO and operational leaders.

• Identify opportunities to leverage AI, automation, workflow technologies, and digital tools to improve operational efficiency and reduce manual effort.
• Support implementation of applications and operational technologies that simplify business processes and improve productivity.
• Lead process improvement activities associated with technology implementations to maximize business value and user adoption.
• Evaluate emerging technologies and identify practical applications that improve operational effectiveness.

• Facilitate workshops and working sessions to identify business challenges and improvement opportunities.
• Support operational leaders in implementing process changes and new ways of working.
• Promote adoption of continuous improvement practices across business functions.
• Help ensure operational improvements are sustainable and embedded within day-to-day activities.

• Partner with third-party service providers to identify opportunities for increased efficiency and improved service delivery.
• Support performance improvement initiatives involving contact center, claims, medical assistance, and other outsourced functions.
• Assist with development of performance measures, governance processes, and continuous improvement plans.

QUALIFICATIONS AND REQUIREMENTS

• Bachelor's degree in Business, Operations Management, Engineering, Information Systems, Finance, Healthcare Administration, or a related field.
• 10+ years of experience in operational transformation, process improvement, operational excellence, project management, consulting, or related disciplines.
• Demonstrated success improving operational performance through process redesign, continuous improvement, and change initiatives.
• Experience applying Lean, Six Sigma, or similar methodologies.
• Experience leading cross-functional projects and facilitating organizational change.
• Experience implementing business applications, workflow technologies, automation solutions, or operational technology improvements.
• Practical understanding of AI tools and their application to operational efficiency and productivity.
• Experience working with outsourced service providers and complex operating environments preferred.
• Strong analytical, communication, facilitation, and stakeholder management skills.
• Ability to work effectively across multiple functions, geographies, and cultures.

PREFERRED SKILLS