Director of Operations-Reserve Health Readiness Program

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Leidos QTC Health Services is seeking an Operations Director on our Reserve Health Readiness Program (RHRP) team. 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.

• • 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

• • 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

• • 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

• • 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

• • 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

• • Work across the Leidos QTC Health Services 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

• • 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…