Sr Director, Operations

ABOUT ONE PASS

One Pass is redefining how people engage with health, wellness, and everyday living. Through a comprehensive engagement and loyalty platform, we empower millions of members to live healthier, more connected lives. Backed by deep partnerships across healthcare and supported by a culture of innovation, cross‑functional collaboration, and relentless curiosity, One Pass is scaling rapidly and shaping the future how people lead healthier, fuller lives.

THE ROLE

As the Senior Director, Operations, you are responsible for managing key operating functions that support One Pass clients, members and network partners. This role will execute the operating model for One Pass and identify and enhance key processes as needed to achieve desired efficiencies. The Senior Director, Operations oversees the actions and performance of internal operations teams and manages external vendor partners to achieve stated objectives and targets. This role requires strong prioritization, analytical, communication and coordination skills to manage the needs of multiple constituents and to deliver desired productivity and outcomes.

This position reports to the One Pass Chief Operating Officer.

KEY RESPONSIBILITIES

• Standardize, document, and continuously improve end‑to‑end operational processes to support growth, efficiency, and audit readiness.

• Define and own core operational KPIs, dashboards, customer performance guarantees, and performance cadences; lead root cause analysis and corrective actions for performance gaps

• Own productivity and performance reporting at established cadences; evaluate results and lead root cause analysis to drive corrective actions and sustained performance improvement.

• Identify, prioritize, and implement operational enhancements and new capabilities to close performance gaps and improve outcomes; provide ROI analysis as required for new investments

• Lead and develop a leader‑of‑leaders operations organization, including: client installation and configuration, eligibility management, call center and escalations, network utilization and performance along with others as identified to optimize the One Pass operating model

• Collaborate closely with Growth, Product, Technology, Finance, and vendor partners to align operational execution with business priorities

ABOUT YOU

You are an accomplished and strategic operations executive with demonstrated experience leading teams, driving efficiencies and delivering to operating targets.

• 10+ years of progressive operations leadership experience in a payer or condition-specific organization in an operations role

• Demonstrated experience leading leaders of leaders in a complex, regulated operational environment

• Proven ability balancing speed, risk, and operational rigor in a growth environment

• Comfortable operating in ambiguity and driving alignment across diverse teams and priorities

• Strong experience building and refining operating models and processes and determining performance metrics and reporting necessary to drive accountability, insight, and continuous improvement.

• Strong analytical skills to assess performance and improvement opportunities

• Exceptional verbal, written and oral communication skills – able to distill complex information and analytics into manageable reports and insights for target audiences

• Strong interpersonal skills to build both external and internal relationships to support operations activities

• Demonstrated business acumen to quickly evaluate and analyze industry trends and competitive activities and translate into actionable insights that inform operational priorities and business risks.

Work Location & Eligibility

One Pass Solutions, Inc. offers a flexible work environment. We operate as a hybrid company in the Minnesota–St. Paul Twin Cities area, where team members are expected to work in-office three days per week. We also support remote work across a number of U.S. states.

We are currently able to employ individuals who reside in the following states:

Arizona, California, Colorado, Connecticut, Delaware, Florida, Georgia, Illinois, Kansas, Maryland, Massachusetts, Michigan, Minnesota, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Texas, Virginia, Washington, D.C.

Please note: At this time, we are unable to employ individuals residing outside of these jurisdictions.

One Pass Solutions, Inc. commits to provide a work environment free of discrimination and harassment, as well as equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. You may view all of One Pass Solutions, Inc.’s recruiting notices here https://docs.google.com/document/d/1stgTyTYSFhOhONK82c7A1st72fj2wVUAQekpnN4UCFk/edit?usp=sharing, including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information.