Director, CareIQ Service & Network Performance

The Director, CareIQ Service & Network Performance, is responsible for driving enterprise-wide service excellence across CareIQ by overseeing client performance, provider relations, vendor governance, network performance, quality initiatives, and operational improvement strategies.

This role serves as a strategic leader focused on optimizing service delivery, improving customer and provider experiences, reducing operational friction, and creating scalable processes that support future growth. The position bridges Operations, Client Performance, Provider Relations, and Vendor Management to ensure accountability, consistency, and continuous improvement across all service lines.

This is a remote role.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Leadership of Client Performance, Provider Relations, Vendor Performance, and Service Delivery Excellence functions
• Vendor and Network Performance Governance, including vendor relationships, provider network performance, service-level adherence, contract performance monitoring, network adequacy, capacity planning, and strategic network initiatives
• Network strategy, performance, and capacity planning
• Service delivery performance oversight and quality management
• Escalation governance and root cause analysis
• Process improvement and operational excellence initiatives
• Business analytics, KPI ownership, and performance reporting
• Workflow optimization, automation, and AI-driven efficiencies
• Cross-functional collaboration to improve scalability, consistency, and customer outcomes
• Oversight of client onboarding, implementation, service adoption, training, and customer success programs
• Executive-level resolution of complex client, provider, vendor, and operational escalations
• Development and oversight of quality assurance programs, service audits, corrective action plans, and continuous improvement initiatives
• Financial stewardship, including resource planning, budgeting, productivity mana