This role will ensure that GBFS delivers services that are efficient, scalable, knowledge-enabled and continuously improving. The Director will also own the function’s budget, ensuring resources are deployed effectively to support performance goals.

While this role does not manage outsourced partners directly, it will work closely with the Director of Vendor Management (also under Enablement & Governance) to ensure performance alignment across all delivery channels.

Qualifications

10+ years of experience in service delivery, performance management, shared services, or workforce/quality operationsProven experience leading multi-functional teams, with a strong track record in quality, workforce, analytics, or KMStrong understanding of service delivery models in captive and global environmentsAbility to translate data into insights and business recommendationsStrong budget management and organizational planning capabilitiesExceptional collaboration and communication skills

Preferred Tools/Systems Experience:

Workforce management systems (e.g. Verint)Reporting tools (e.g., PowerBI, Tableau)KM platforms (e.g., SharePoint, Confluence, or equivalent)Quality monitoring tools and service management systems
 

What is expected of you and others at this level

Provides leadership to managers and experienced professional staff; may also manage front line supervisorsManages an organizational budgetDevelops and implements policies and procedures to achieve organizational goalsAssists in the development of functional strategyDecisions have an extended impact on work processes, outcomes, and customersInteracts with internal and/or external leaders, including senior managementPersuades others into agreement in sensitive situations while maintaining positive relationships

Service Performance & Quality Oversight

Develop and manage a GBFS-wide performance management framework across service linesDefine and monitor SLAs, KPIs, and business outcome metricsLead the quality assurance program and ensure integration with performance root cause analysis

Workforce Optimization & Planning

Oversee workforce planning, forecasting, and real-time service monitoringEnable proactive staffing adjustments aligned with demand and service-level goalsDrive improvements in productivity, utilization, and workforce efficiency

Performance Insights & Analytics

Build and lead a performance insights team delivering executive-ready dashboards and trendsEstablish data-driven routines for surfacing service risks and opportunitiesProvide forward-looking views to inform operational and strategic decision-making

Knowledge Management

Own the GBFS knowledge management strategy, tools, and governanceEnsure SOPs, process documentation, and knowledge assets are current, accessible, and embedded in operationsPartner with delivery and transformation teams to drive continuous learning and onboarding enablement

Change & Transformation Support

Support the integration of GBS and GFSS into GBFS through standardized performance practicesDrive continuous improvement initiatives through performance root cause data and best practice sharingCollaborate across operations, transformation, and vendor management teams to enable systemic improvements

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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