Senior Director, Enterprise System Support

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. 

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day

• 401(k), eligibility after one year of service

• Employee stock purchase plan

• Tuition reimbursement

The Senior Director, Enterprise System Support provides strategic leadership and operational oversight for enterprise workflow systems and automation platforms. This role is accountable for managing automated outbound communications, enterprise reporting (ANA/CTT, Agent & AOM), ACIS macro development and administration, and critical payor processes including Apria Qualification Guide (AQG), Auto Payor Selection (APS), and electronic payor eligibility (270/271). Additionally, the Sr. Director leads Tier 1 user support for PEGA/BPM, drives reporting and enhancement initiatives, and ensures system reliability, compliance, and scalability across the organization. Success in this role requires a blend of technical expertise, process optimization, and cross-functional leadership to deliver measurable improvements in efficiency, accuracy, and user experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Strategic Leadership

• Define and execute the roadmap for enterprise system support, aligning with organizational goals and compliance requirements.
• Lead governance for automation, reporting, and workflow enhancements across multiple platforms (PEGA/BPM, ACIS).
• Establish KPIs, SLAs, and performance dashboards to measure operational efficiency and user satisfaction.

Automated Outbound Management (AOM)

• Oversee AOM operations including campaign setup, throttling, compliance checks, and exception handling.
• Ensure delivery accuracy and optimize outbound strategies to improve engagement and reduce error rates.

Enterprise Reporting (ANA/CTT, Agent & AOM)

• Direct development and maintenance of reporting frameworks for ANA/CTT, agent performance, and AOM metrics.
• Standardize data definitions and reporting cadences; deliver executive dashboards for actionable insights.

ACIS Macro Development & Administration

• Provide oversight for macro design, development, and lifecycle management to automate repetitive tasks and reduce cycle time.
• Ensure compliance with security, audit, and version control standards.

Qualification & Payor Processes

• Govern Apria Qualification Guide (AQG) and Auto Payor Selection (APS) logic to ensure accurate qualification and payor assignment.
• Oversee electronic payor eligibility (270/271) workflows; monitor transaction integrity and resolve discrepancies.

PEGA/BPM Support & Enhancements

• Lead Tier 1 user support for PEGA/BPM, ensuring timely resolution of incidents and escalation management.
• Drive PEGA reporting and enhancement initiatives; prioritize backlog and manage releases to improve usability and performance.

OTHER DUTIES

• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

• Position does have direct reports.

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• 10+ years in enterprise operations, system support, or technology leadership roles.
• Proven experience managing workflow platforms (PEGA/BPM), automation tools, and reporting systems.
• Strong understanding of healthcare payor processes (eligibility 270/271, qualification guides, auto-selection logic).
• Expertise in operational reporting, data governance, and process optimization.
• 4-year college degree or equivalent experience is required.

Certificates, Licenses, Registrations or Professional Designations

• PEGA certification or experience in PEGA architecture/reporting.
• Familiarity with ACIS or similar case/claim management systems.
• Experience leading large-scale automation and system enhancement projects.
• Strong stakeholder management and executive communication skills.

SKILLS, KNOWLEDGE AND ABILITIES

• Leadership
• Business Acumen
• Strategic Thinking
• Problem Solving/Analysis
• Financial Management (Budgeting)
• Proje