Head of Enterprise Operations
Portico Benefit Services is seeking a Head of Enterprise Operations to lead a critical next phase of operational evolution across the organization.
Reporting to the Chief Operating Officer and serving as a member of the Operational Leadership Team, this leader will oversee Portico’s Enterprise Operations function while helping implement and continuously strengthen a more scalable, disciplined operating model. The role will connect strategy with execution across people, process, technology, data, governance, and service delivery.
The Head of Enterprise Operations will lead approximately 36 employees across customer service, B2B client experience, operational shared services, case installation, and related benefit administration functions. The role will also help build and mature enterprise capabilities in areas such as portfolio and program management, vendor relationship management, workforce planning, and operational performance management.
A major focus of the role will be creating greater visibility, consistency, and accountability across Portico’s operations. This includes establishing stronger metrics, dashboards, management routines, service standards, project delivery disciplines, and repeatable processes that support both day-to-day performance and long-term growth.
This is an opportunity for an experienced operations leader who can move comfortably between high-level strategy and detailed execution. The right person will be a hands-on change leader who can strengthen current operations, develop teams, improve enterprise discipline, and help Portico build the capabilities needed to operate and grow at scale.
****This role operates in a hybrid environment based in the Twin Cities, with flexibility for in-office and remote work. Occasional travel may be required to support leadership meetings, staff events, or external partnerships.
Responsibilities
- Enterprise Strategy & Operating Model
- Lead the continued evolution and implementation of Portico’s enterprise operating model in support of organizational strategy and long-term growth.
- Translate enterprise priorities into operational strategies, capabilities, organizational structures, and execution plans.
- Evaluate emerging industry trends, technologies, and operating practices to identify opportunities to improve organizational performance.
- Recommend organizational design improvements that strengthen operational effectiveness and scalability.
- Serve as an executive sponsor for enterprise operational transformation initiatives. Operational Excellence & Enterprise Performance
- Establish operational standards, performance expectations, management routines, and governance across Enterprise Operations.
- Build greater operational visibility through dashboards, service-level measures, quality metrics, workforce analytics, financial measures, and recurring operating reviews.
- Lead workforce planning, demand forecasting, productivity, capacity management, and resource optimization efforts.
- Establish operational readiness strategies supporting Annual Enrollment, regulatory changes, new products, and other enterprise initiatives.
- Drive consistent operational execution and continuous improvement across the organization. Operational Leadership & Execution
- Provide executive leadership for the day-to-day operations of the Enterprise Operations organization, ensuring consistent delivery against service commitments and organizational priorities.
- Lead and develop operational leaders while fostering accountability, collaboration, and a high-performance culture.
- Monitor operational performance and proactively address risks, service issues, barriers, and emerging opportunities.
- Establish management routines, operational reviews, and performance disciplines that support informed decision-making and accountability.
- Balance immediate operational needs with longer-term transformation initiatives and capability building.
- Partner across the organization to resolve cross-functional challenges and strengthen enterprise execution. Digital Transformation, PMO & Vendor Management
- Partner with Technology leadership to prioritize operational technology investments, automation, AI, and digital capabilities.
- Ensure operational teams effectively define business requirements and support the validation and adoption of technology solutions.
- Oversee portfolio and program management capabilities, strengthening project prioritization, delivery discipline, demand management, and enterprise capacity planning.
- Help develop and mature Portico’s vendor relationship management capabilities and governance.
- Champion innovation, operational readiness, and change management associated with technology and transformation initiatives. Executive Leadership & Organizational Development
- Build and develop a high-performing Operations leadership team committed to accountability, collaboration, and organizational excellence.
- Develop leadership capabilities, succession plans, and organizational structures that support Portico’s future needs.
- Provide executive coaching and strategic direction to operational leaders.
- Promote cross-functional collaboration and stronger enterprise decision-making.
- Foster an engaged, inclusive, high-performance culture aligned with Portico’s mission and values. Financial Stewardship & Resource Management
- Oversee strategic planning for the Operations organization, including workforce planning, capital planning, operational investments, and annual budgeting.
- Ensure operational resources are aligned with organizational priorities and financial objectives.
- Establish and implement budget and pricing standards in partnership with Finance.
- Evaluate operational investments and business cases to maximize organizational value.
- Monitor financial performance and identify opportunities to improve efficiency while maintaining strong service quality. Governance, Risk & Business Continuity
- Oversee portfolio and program management functions and prioritize initiatives in alignment with strategic priorities.
- Lead operational risk management, issue resolution, business continuity planning, and enterprise readiness efforts.
- Ensure compliance with regulatory requirements, organizational policies, internal controls, and governance standards.
- Serve as the executive leader responsible for operational resilience and organizational preparedness. Executive Partnership
- Serve as the COO’s primary advisor regarding enterprise operational performance, organizational capacity, workforce strategy, and operational transformation.
- Present operational performance, strategic initiatives, organizational risks, and investment recommendations to Executive Leadership and the Board as appropriate.
- Collaborate with executive peers to align priorities across Operations, Technology, Finance, Product Development, and People & Culture.
Desired Skills and Experience
- Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, Organizational Leadership, or a related field required. Master’s degree, including an MBA or MHA, preferred.
- 15+ years of progressive leadership experience within complex operational organizations.
- Demonstrated success implementing or evolving enterprise operating models and leading organizational transformation.
- Experience leading multiple operational functions through senior leaders.
- Proven ability to build operational discipline through metrics, dashboards, service standards, management routines, performance reporting, and continuous improvement.
- Experience leading or partnering on enterprise-wide technology, automation, AI, or digital transformation initiatives.
- Strong financial management experience, including operational budgeting, workforce planning, capital planning, and investment prioritization.
- Experience with portfolio management, PMO disciplines, organizational capacity planning, operational risk, and business continuity.
- Proven ability to lead significant change, influence across functions, and operate effectively in an organization undergoing transformation.
- Strong executive presence and communication skills, including experience presenting operational performance, risks, and recommendations to executive leadership and Board-level audiences.
- Health plan or payer operations experience preferred, particularly experience involving customer service or contact center operations, enrollment, case installation, benefit management operations, client onboarding, or comparable regulated member-service functions.
- Experience in other complex, service-oriented or regulated industries, including financial services, may also be considered where the individual brings comparable operational leadership and transformation experience.
- Ability to operate effectively at both the strategic and detailed levels, setting enterprise direction while remaining close enough to the operation to understand processes, identify issues, and drive execution.
- Strong change leadership, cross-functional influence, decision-making, talent development, risk management, and execution capabilities.
- Alignment with Portico’s mission and values and comfort operating within a faith-based, nonprofit organization.
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