Director of Operations (Security)

Do you crave a career that truly makes an impact in people's lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day

Leidos QTC Health Services is seeking an Operations Director on our RHRP  team. The Reserve Health Readiness Program (RHRP) provides medical and dental readiness services to the Military Service Components, which include the Reserve and Active Components, and Department of Defense (DoD)/Service civilians.  The RHRP program provides medical readiness services to meet the medical and dental standards and requirements essential in maintaining a military deployable force. The Readiness Operations Director is responsible for leading and optimizing the day-to-day operations to provide medical readiness services to the RHRP program.  They are responsible for leading and motivating cross-functional teams, fostering a collaborative environment, and ensuring effective communication across call center operations, logistics warehouse, and service delivery for virtual, in-clinic, and group event modalities.  This role will lead the development and implementation of operational strategies to ensure and optimize program performance and compliance with contractual obligations. 

Primary Responsibilities:

Operational Leadership & Strategic Execution:

• • Ensure all RHRP Operational Key Performance Indicators (KPIs) are met or exceeded, including service delivery timeliness, quality metrics, customer satisfaction, and operational cost efficiency
  • Provide clear direction and guidance to teams managing call center operations, group events, logistics, and product ownership to ensure seamless coordination and high performance
  • Establish and implement scalable, high-quality service models that drive operational readiness and efficiency
  • Develop and monitor performance dashboards to track KPI adherence and proactively address deficiencies
  • Act as a liaison between operations teams and senior leadership, ensuring alignment with program goals and contract requirements
  • Design and articulate business plans/business models, program design, business/sales proposals, and implementation plans. Solicits input from others and transitions concepts into strategic, tangible plans, products, and services

Call Center & Customer Engagement:

• • Oversee call center operations, ensuring service levels align with RHRP requirements and response times meet government-mandated standards
  • Partner with customer experience teams to enhance communication strategies and ensure proactive engagement with service members
  • Drive initiatives to streamline workflows, improve issue resolution time, and enhance overall customer satisfaction scores

Event & Logistics Coordination:

• • Direct the planning, execution, and performance tracking of group readiness events, ensuring resource allocation, staff coordination, and logistical execution meet program demands
  • Oversee logistics warehouse operations, ensuring proper inventory management, supply distribution, and timely fulfillment of medical and readiness equipment
  • Collaborate with procurement and supply chain teams to optimize cost efficiency and resource availability

Product Management Services:

• • Provide strategic oversight to product/service delivery owners for all RHRP services to include medical, dental, vision, audiology, and diagnostic services, ensuring that readiness requirements are met and services are effectively delivered
  • Analyze demand forecasts, provider capacity, and service delivery trends to optimize resource utilization
  • Partner with clinical and compliance teams to ensure alignment with DoD/DHA guidelines and readiness objectives

KPI Management & Performance Optimization:

• • Ensure real-time monitoring of operational KPIs and lead performance improvement initiatives to address any gaps
  • Develop and execute solutions and corrective action plans to address service gaps
  • Develop and document all required Standard Operation Procedures (SOPs), process documents, and work instructions to drive standardization, scalable, and efficient execution framework

Cross-Functional Collaboration & Corporate Integration: 

• • Work across the Leidos QTC organization to coordinate support services and leverage -corporate Centers of Excellence (CoEs) in areas such as technology, automation, analytics, workforce management, and compliance
  • Engage with finance, HR, IT, provider management, and quality teams to ensure operations are supported and aligned with enterprise-wide best practices
  • Foster a culture of collaboration, innovation, and shared accountability among operational teams and corporate support functions
  • Drive initiatives to automate and optimize operational workflows, reducing manual efforts and enhancing efficiency

Financial & Contract Management:

• • Manage budgetary and financial oversight for assigned operational functions, ensuring cost efficiency and financial performance align with program targets
  • Support contract modifications and negotiations, ensuring alignment with RHRP objectives, operational feasibility, and financial sustainability

Process Improvement & Compliance:

• • Drive continuous process improvement initiatives, leveraging data analytics, automation, and best practices to enhance efficiency
  • Ensure full compliance with DoD/DHA regulations and federal medical logistics requirements
  • Implement and oversee corrective action plans to address any audit findings or operational deficiencies

Required Qualifications:

• Bachelor's degree from an accredited college in a related discipline, or equivalent experience/combined education
• 14 years of progressive leadership responsibility,  with most recent position at a Senior Management Level in a fast-paced healthcare environment preferred
  • 12 years of leadership experience with a related Master's degree.
• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

Preferred Qualifications:

• Proven knowledge and/or experience managing call center operations within a cloud-based contact center platform (e.g. AWS Connect, Genesys Cloud CX, etc.)
• Established success in achieving KPI's and delivering operational excellence within complex, large-scale government healthcare or logistics environments
• Expertise in call center management, event coordination, logistics, and medical service operations
• Strong analytical mindset with proven ability to leverage data-driven insights to evaluate trends, anticipate risks, and implement strategic initiatives that enhance performance and drive continuous improvement.
• Experience managing government contracts, particularly in DoD or military health programs, preferred
• Proficiency in Microsoft Office Suite, data analytics and business intelligence tools (e.g. Tableau, PowerBI), and project management platforms. 

Additional Information:

• Typically, works Monday-Friday
  • Must be able to work and support multiple time zones 
  • Central Standard Time Preferred 
• Travel requirements: 20%

About Leidos QTC Health Services

Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information.

Compensation and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations. 

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Proj and Prog Mgmt