We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

The Director, Strategic Performance Excellence provides enterprise leadership for the strategy, governance, development, and execution of Corrective Action Plans (CAPs) in response to Corrective Action Requests (CARs) issued by federal partners, including the Defense Health Agency (DHA) and the Department of Veterans Affairs (VA). This role leads the end-to-end CAR/CAP lifecycle across the TRICARE (T-5) and Community Care Network (CCN) programs, ensuring corrective actions are strategically aligned, operationally executable, and demonstrably effective in resolving identified performance, quality, or compliance deficiencies. In addition to managing formal CAR/CAP activity, the Director also facilitates and drives the development of proactive Quality Improvement Plans (QIPs) to address emerging performance or workflow opportunities before they escalate to formal CARs. This includes partnering with operational and quality leaders to identify early indicators of risk, promote cross functional problem solving, and implement sustainable improvements that strengthen compliance, quality, and operational reliability across both T 5 and CCN programs.

The Director is accountable for ensuring high-quality root cause analysis (RCA), evidence-based corrective action design, measurable outcomes, executive-level messaging, and disciplined execution through resolution. This position partners closely with executive leadership, operational leaders, Quality & Process Improvement (QPI), and contracting offices to ensure corrective actions are sustainable, defensible, and aligned with organizational strategy.

Education & Experience

Required:

• Bachelor's degree in Healthcare Administration, Business Administration, Public Health, Industrial Engineering, or related field required
• U.S. Citizen
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• 10+ years of progressive leadership experience in healthcare operations, quality improvement, compliance, federal contracting, or performance management
• 5+ years leading enterprise-level corrective action, regulatory response, or quality remediation initiatives
• Direct experience responding to government oversight, audits, or corrective action requests within a federal healthcare program strongly preferred
• Demonstrated experience leading cross-functional teams in high-visibility, high-pressure environments
• Lean, Six Sigma, or equivalent process improvement certification preferred (Black Belt strongly preferred)

Preferred:

• Master's degree in Business Administration, Management Information Systems, Engineering, Healthcare Administration, or related field
• Previous experience in Health Care Administration, Management or Operations
• Experience and knowledge of the Veterans Affairs health care system and Department of Defense military healthcare system
• Master's degree in Business Administration, Management Information Systems, Engineering, Healthcare Administration, or related field
• Previous experience in Health Care Administration, Management or Operations
• Experience and knowledge of the Veterans Affairs health care system and Department of Defense military healthcare system
• Lean Six Sigma Black Belt or Master Black Belt Certification and experience with Black Belt projects

Key Responsibilities

Enterprise Corrective Action Governance & Strategy
• Establish and operationalize the CAR/CAP governance framework, including policies, procedures, templates, standards, and review processes.
• Lead enterprise strategy for responding to government-issued CARs across T-5 and CCN contracts.
• Ensure alignment between corrective actions and broader organizational strategic priorities.
• Develop standardized methodologies for root cause analysis (RCA), corrective action planning, impact measurement, and closure validation.
• Serve as the executive authority for CAP quality, completeness, and strategic alignment prior to submission to government stakeholders. Root Cause Analysis & Corrective Action Design Oversight
• Ensure RCAs are comprehensive, data-driven, and accurately identify systemic, process, compliance, or performance breakdowns.
• Validate that corrective actions directly address validated root causes rather than symptoms.
• Oversee the design of sustainable corrective action solutions incorporating process redesign, controls, training, technology, and monitoring mechanisms.
• Ensure measurable success criteria and performance metrics are established for every CAP.

Execution Oversight & Risk Management
• Maintain accountability for timely execution of corrective actions across all active CAPs.
• Ensure appropriate risk identification, mitigation planning, and executive escalation.
• Monitor portfolio performance of all CAPs in execution and intervene when outcomes are not trending toward expected improvement.
• Ensure corrective actions demonstrate sustained improvement before recommending closure. Executive & Government Engagement
• Serve as the primary senior-level liaison for CAR/CAP matters with executive leadership, including: o Chief Implementation & Planning Officer o Chief Operations Officer o Chief Executive Officer o Other C-suite and VP-level leaders
• Partner with senior government stakeholders and contracting officers to ensure clarity, credibility, and transparency in all CAP submissions and correspondence.
• Ensure messaging, tone, and documentation reflect executive strategy and organizational accountability.

.:
Cross-Functional Leadership & Stakeholder Engagement
• Lead cross-functional engagement across Operations, Clinical, Network, IT, Compliance, and Quality teams to design and implement corrective actions.
• Ensure appropriate stakeholder representation during RCA sessions and solution design workshops.
• Foster collaborative business partnership while maintaining accountability for CAP delivery standards. Performance Measurement & Continuous Improvement
• Ensure performance metrics tied to corrective actions are clearly defined, valid, reliable, and consistently reported.
• Oversee development of dashboards and reporting cadence for internal and external stakeholders.
• Require reassessment and refinement of RCA or corrective actions when metrics fail to demonstrate expected impact.
• Incorporate lessons learned into enterprise quality improvement processes and preventive controls.
• Collaborate with Quality Performance Improvement team leadership to identify emerging performance or workflow risks and support the development of targeted Quality Improvement Plans (QIPs) aimed at preventing escalation to formal CARs.

Team Leadership
• Lead and develop a high-performing CASM team (Delivery Leads, Program Managers, and Strategic Communications Specialist).
• Establish workload prioritization, capacity management, and performance expectations.
• Foster a culture of urgency, analytical rigor, executive professionalism, and accountability.
• Provide coaching and executive-level guidance on stakeholder engagement and government communications.

Competencies

Commitment to Task: Accountability and Ownership.

Communication / People Skills: Executive-level written and verbal communication skills. Ability to translate complex operational findings into clear, defensible, strategically aligned narratives. Stakeholder Influence. High degree of political acumen and professional judgment.

Information Management: Regulatory & Contractual Acumen. Enterprise Risk Management. Strong knowledge of healthcare regulatory, contractual, and compliance frameworks. Advanced risk identification and mitigation capabilities.

High Intensity Environment: Ability to thrive in a high-intensity, deadline-driven environment.

Leadership: Strategic Thinking. Change Leadership. Strong executive presence with ability to influence C-suite stakeholders.

Organizational Skills: Ability to design sustainable corrective action strategies tied to measurable outcomes. Exceptional organizational discipline; manage a portfolio of concurrent corrective actions.

Problem Solving / Analysis: Systems-Level Problem Solving. Deep understanding of root cause methodologies (5 Whys, Fishbone, Fault Tree, FMEA).

Technical Skills: Analytical Rigor.

Working Conditions

Working Conditions:

• Fast-paced, deadline-driven environment.
• Frequent interaction with executive leadership and government representatives.
• May require extended hours during high-priority CAR response periods.
• Primarily sedentary work involving computer and telephone use.
• Ability to participate in extended executive-level meetings and presentations.
• Limited travel as required for executive meetings or government engagement.

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $198, 000 to $220, 000 per year.

Company Overview

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve®!

Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.

Benefits

We're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.