Description

Essential Job Duties and Responsibilities:

Lead the Future of Healthcare Access - Program Manager (DOD Civilians Program)
Are you ready to make a real impact in international healthcare delivery? We're looking for a dynamic Service Delivery Manager to take charge of a specialized program supporting U.S. Department of Defense civilian employees in Japan.
This program ensures smooth, cashless access to medical care under the Federal Employee Health Benefit (FEHB) system-and you'll be at the heart of it. You'll lead cross-functional teams in Tokyo, Manila, and Philadelphia, driving excellence in case management, provider coordination, and appointment services.

If you're a strategic thinker with a passion for service and global collaboration, this is your opportunity to lead a high-impact initiative that truly matters.

Description:

Operational Management

• Oversee daily operations and ensure compliance with KPIs and service standards
• Monitor team productivity and manage escalations and complaints
• Collaborate with Finance and Network teams for efficient billing and provider payments
• Support root cause analysis and implement improvements

Relationship Management

• Coordinate cross-functional teams across Tokyo, Manila, and Philadelphia
• Ensure high-quality medical care aligned with insurance benefits
• Support provider network development and client engagement
• Represent the company professionally in all communications

People Management

• Supervise and support operational staff, including scheduling and coverage planning
• Recruit, train, and develop team members in collaboration with HR and L&D
• Conduct performance reviews and manage team development

Infrastructure & Compliance

• Ensure staff have necessary tools and access
• Activate business continuity plans when needed
• Maintain OH&S standards and ensure workplace safety

Additional Duties

• Lead or support projects and company initiatives
• Control operational costs while maintaining service quality
• Participate in audits and client visits as required

Requirements

• Excellent written and spoken English.
• Japanese language proficiency.
• At least 5 years' experience working in customer service/service delivery roles.
• Experience within healthcare operations.
• At least 5 years' experience in a management role.
• Knowledge of US active-duty military an advantage
• Bachelor's degree or equivalent.
• Qualification in Call Centre Management or comparable work-related experience in a medical / Healthcare environment an advantage.

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