[Hiring] Vice President of Client Success, Program Director - Healthcare @EXL

Role Description

The VP of Client Success, Program Director - Healthcare will play a pivotal role in leading complex programs for US healthcare clients across the healthcare ecosystem, including payer, provider, PBM, life sciences, and government program clients. The role will focus on payer and provider care management, case management, population health, quality improvement, and analytics-enabled platform solutions.

This leader will oversee cross-functional delivery, ensure successful implementation and adoption of healthcare technology and analytics solutions, and drive measurable outcomes such as:

• Improved member and patient experience
• Care coordination
• Quality performance
• Operational efficiency
• Cost optimization

Responsibilities

• Serve as the primary delivery voice for EXL Health teams, coordinating cross-functional activities for US healthcare payers, provider, PBM, life sciences, and government program clients.
• Bridge clinical, operational, regulatory, data, analytics, and digital platform priorities across contracted care management, case management, utilization management, and population health solutions.
• Enable EXL Health delivery teams to effectively deliver, communicate, escalate, and prioritize services and solutions aligned to client objectives, service-level commitments, and healthcare program outcomes.
• Act as a liaison between the client, business programs, and executive leadership, providing updates addressing concerns, and shaping recommendations that connect client business problems to EXL Health strategy, roadmap priorities, and partnership opportunities.
• Translate ambiguous or evolving client requests into structured workplans, tactical next steps, executive-ready decision points, and cross-functional action plans.
• Think critically about how client business problems, market pressures, regulatory priorities, and operational constraints should inform EXL Health strategy, delivery model, and growth opportunities.
• Hold delivery teams accountable for measurable healthcare outcomes, including implementation milestones, adoption, operational performance, quality measures, compliance readiness, and client satisfaction.
• Achieving annual growth targets aligned with client objectives and targets.
• Develop and maintain an in-depth understanding of EXL Health’s US healthcare portfolio and client base, including payers, providers, PBMs, life sciences organizations, and government healthcare programs.
• Collaborate with executive leadership to identify and prioritize initiatives that improve healthcare outcomes, support value-based care objectives, reduce administrative burden, and strengthen client growth opportunities.
• Work closely with clinical operations, product, technology, data science, analytics, finance, compliance, security, marketing, sales, and client success teams to ensure seamless healthcare program integration and execution.
• Develop and manage program budgets, ensuring efficient resource allocation and cost-effectiveness.
• Monitor financial performance against established budgets and implement corrective actions as needed.
• Maintain a deep understanding of overall program strategy, delivery status, platform roadmap, regulatory dependencies, data integration needs, reporting requirements, and client commitments.
• Identify potential risks and develop mitigation strategies to ensure the successful implementation of programs.
• Monitor external factors that may impact program success and adapt strategies accordingly.
• Establish key performance indicators (KPIs) for each program and regularly assess performance against these measures.
• Prepare and present comprehensive executive reports and client updates that clearly communicate delivery progress, business value, healthcare outcomes, risks, decisions needed, and opportunities for improvement.
• Lead, mentor and oversee a team of program/project managers, coordinators, and other relevant staff.
• Cultivate strong relationships with internal and external stakeholders, including clients, vendors, and partners.
• Co-create collateral, presentations, business reviews, and other materials that effectively communicate the value proposition of EXL Health’s care management, case management, analytics, and platform solutions for US healthcare clients.
• Participate in client meetings to provide healthcare domain expertise and build credibility and trust with stakeholders.
• Educate internal teams and customers on solution capabilities, implementation approach, workflow impact, reporting outputs, adoption strategy, and measurable business value.
• Actively partner with customers, vendors/partners, and internal departments to translate healthcare problem statements into scalable solutions.
• Measure adoption and utilization of features, products, and services to determine business value for customers and EXL Health.

Qualifications

• 15+ years of experience in program management within US healthcare payer, provider, care management, case management, data and analytics, and/or platform technology organizations.
• 15+ years of experience delivering complex healthcare platform solutions, including implementation, integration, adoption, operations, and ongoing client value realization.
• Strong understanding of US healthcare payer, provider, PBM, life sciences, and government program client needs.
• Experience managing programs for a diverse US healthcare client base.
• Experience working with healthcare data domains such as claims, eligibility, member, provider, clinical, authorizations, encounters, quality, and financial data.
• Working knowledge of healthcare compliance, privacy, and security expectations relevant to US healthcare clients.
• Excellent executive communication, client-facing presentation, and stakeholder management skills.
• Ability to translate complex healthcare, clinical, operational, technical, and analytical information into clear, actionable terms.
• Experience in working with global, multi-cultural and diverse teams across different time zones.
• Bachelor's degree in business administration, management, or related field; advanced degree preferred.
• Travel of 25%, more if required pending business objectives.
• US Citizenship status is required for this role.
• Must be able to obtain DOD Security Clearance.

Preferred Skills

• Detail-oriented with a commitment to delivering high-quality support.
• Exceptional client translator who can convert business needs into clear tactical actions.
• Industry-oriented thinker with deep appreciation for payer care management operations.
• Ability to balance healthcare domain expertise, regulatory awareness, client priorities, and practical delivery considerations.
• Team player with the ability to collaborate effectively with cross-functional teams.
• Proactive and self-motivated with a strong sense of ownership and accountability.
• Easily adapts to a dynamic and fast-paced work environment.
• Strong business acumen with the strategic ability to connect healthcare platform delivery to client outcomes.

Compensation

The typical base pay range for this role across the U.S. is USD $180,000 - $250,000 per year. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position.