The Senior Manager – Operations ROI will be senior operational leader responsible for providing strategic leadership and guidance to all the Managers, Supervisors and Associates of the US Healthcare ROI Operations team. This role requires a leader with deep expertise in US Healthcare operations, process standardization, and team development. Establish the long-term vision, operational goals and roadmap for US Healthcare ROI Operations. Drive enterprise level scalability, process modernization and automation. Lead strategic initiatives focused on enhancing process efficiency, ensuring compliance, delivering high quality services, driving operational performance, quality, managing P&L and client satisfaction.
Key Responsibilities
- Operational Leadership: Lead, mentor, and motivate ROI operations team of 100+ FTEs including managers, supervisors and associates, fostering a positive and productive work environment. Build a high performing culture of compliance, collaboration, and continuous improvement and learning.
- Onshore Relationship Management: Serve as the primary point of contact for onshore counterparts, ensuring Service Level Agreements (SLAs) are met, and resolving escalated issues. Ensure delivery excellence in accuracy, turnaround times, productivity, and client satisfaction.
- Performance Metrics (KPIs): Designing and monitoring KPIs and KRAs of the ROI Operations Team, analyse data, and implement strategies to improve profitability. Maintain accountability for performance KPIs and KRAs, quality metrics, and operational integrity across multiple US healthcare ROI Operations teams.
- Compliance and Risk Management: Ensure strict adherence to HIPAA, state laws, and MRO standards for US healthcare ROI operations.
- Process Improvement: Identify bottlenecks, develop best practices, and implement technology solutions to increase productivity, quality, and accuracy. Evaluate ROI operations workflows, productivity tools, automation opportunities, and centralized processes to improve efficiency and reduce cost.
- Financial & Resource Management: Oversee budgeting, resource forecasting, cost optimization, and P&L for US healthcare ROI operations. Ensure optimal workforce planning across all shifts, staffing models, and volume fluctuations.
- Reporting & Governance: Generate and present weekly, monthly and quarterly performance reports to senior leadership.
- Quality Assurance: Conduct audits, review documentation accuracy, and address knowledge gaps.
- Strategic Planning: Contribute to the development and execution of operational strategies to support business growth and client objectives.
Skills & Qualifications
- Education: Bachelor’s degree in any discipline.
- Experience: Minimum 12 years of experience in US Healthcare Operations Management, with at least 8 years in a leadership role.
- Excellent communication for onshore/client relationships and expectations.
- Strong analytical skills with ability to interpret operational, quality, and financial performance data.
- Experience implementing scalable technologies, automation, and workflow optimization tools.
- Deep understanding of US healthcare Operations and best practices. Strong capabilities in strategic planning, process transformation and large team leadership.
- Ability to work closely with global leadership teams and influence cross‑functional decision‑making.
- Strong commitment to operational excellence, accuracy, privacy, and client satisfaction.
- Willingness to oversee complex operational environments and support fast‑scaling service delivery needs.
Skills Required
- Bachelor's degree in any discipline
- Minimum 12 years of experience in US Healthcare Operations Management
- At least 8 years in a leadership role
- Excellent communication for onshore/client relationships
- Strong analytical skills with ability to interpret operational, quality, and financial performance data
- Experience implementing scalable technologies, automation, and workflow optimization tools
- Deep understanding of US healthcare Operations and best practices
- Strong capabilities in strategic planning, process transformation and large team leadership
- Ability to work closely with global leadership teams
- Strong commitment to operational excellence, accuracy, privacy, and client satisfaction
MRO Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MRO and has not been reviewed or approved by MRO.
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Retirement Support — A 401(k) plan is offered, and some recent content points to an employer match being introduced in 2026. This signals movement toward strengthening retirement benefits.
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Parental & Family Support — Paid maternity leave is described as available, with length noted to vary by role and location. This indicates a basic level of family support within the package.
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Leave & Time Off Breadth — PTO and paid holidays are included as core offerings. These elements provide baseline time‑off coverage.
MRO Insights
What We Do
MRO empowers healthcare organizations with proven, enterprise-wide solutions for the secure, compliant and efficient exchange of Protected Health Information (PHI). These solutions include a suite of PHI disclosure management services comprised of release of information, government and commercial payer audit management and accounting of disclosures. MRO’s technology-driven services reduce the risk of improper disclosure of PHI, ensure unmatched accuracy and enhance turnaround times. MRO additionally supports its clients’ current and future initiatives, including interoperability, meaningful use and health information exchange. To learn more, visit www.mrocorp.com.
