Operational Performance Mgr

Operations Performance, Manager

The Operations Performance Manager is accountable for improving day-to-day execution, capacity, quality, and service outcomes within Operations. This role focuses on how work actually gets done—identifying performance gaps, simplifying workflows, establishing clear operating rhythms, and helping leaders drive consistent results.

This is a hands-on role embedded in Operations. The manager works directly with frontline teams and leaders to observe work, analyze performance, implement practical changes, and ensure improvements are sustained. Success is measured by operational results, not projects or recommendations.

Core Accountabilities

Identify and Address Operational Performance Gaps

• Assess how work is currently executed across operational teams to identify inefficiencies, bottlenecks, rework, and service breakdowns.
• Analyze operational performance data such as volume, cycle time, backlog, productivity, error rates, and service levels.
• Conduct workflow walk-throughs, side-by-side observations, and structured conversations with frontline staff and supervisors.
• Identify root causes related to process design, role clarity, handoffs, decision-making, tools, or performance measures.
• Develop and implement cost-saving and capacity-improving initiatives with clear ROI, testing plans, and post‑implementation monitoring.
• Quantify opportunities and track impact across cost, capacity, quality, timeliness, and customer experience.

Design Practical Operating Solutions

• Translate findings into simplified, executable workflows and operating practices.
• Develop and tailor operational tools such as:
  • Standard work and job aids
  • Team huddles and performance boards
  • Visual metrics and scorecards
  • Daily, weekly, and monthly operating routines
• Ensure solutions are practical for frontline use and focused on a small set of critical outcomes.
• Clarify roles, ownership, decision points, and escalation paths to reduce confusion and rework.

Implement and Sustain Improvements

• Lead on-site implementation with operational teams, including launching new routines, metrics, and workflows.
• Coach managers and supervisors on:
  • Running effective team huddles
  • Managing to daily performance
  • Identifying and resolving issues quickly
  • Using data to drive decisions
• Rapidly adjust solutions based on real-time feedback and observed performance.
• Shift teams from short-term change efforts to consistent, disciplined execution.

Replicate What Works

• Expand proven operating practices across teams within Operations.
• Apply lessons learned to improve speed and effectiveness of future rollouts.
• Balance standardization with local flexibility where necessary.
• Transition ownership to operational leaders to ensure long-term sustainability.

Develop Operational Leadership Capability

• Support managers and supervisors in building strong performance management habits.
• Deliver targeted training and coaching focused on day-to-day execution and problem solving.
• Serve as a model for disciplined operations management and data-based decision-making.

Qualifications

Experience

• 6–8 years of experience in operational roles with direct exposure to performance management and process execution
• 6–8 years of operational experience across at least two of the following areas: Claims, Encounters, EDI, Billing, Appeals, Enrollment
• At least 4 years coaching managers or teams in a matrixed environment
• Proven ability to drive measurable improvements in operational outcomes
• Demonstrated success influencing without formal authority

Skills & Capabilities

• Strong analytical and problem-solving skills
• Ability to quickly understand complex operational workflows
• Comfortable working directly in frontline environments
• Highly execution-focused with a bias for action
• Clear communicator who can translate data into operational direction
• Experience working with large datasets

Technical

• Advanced Excel and PowerPoint proficiency
• Ability to analyze operational data and present insights clearly
• SQL or SAS experience preferred

Education

• Bachelor’s degree or equivalent experience required
• Master’s degree preferred

At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential.  We put these principles into action every day by acting with integrity and respect.  Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.

Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.

At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations.  For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.