Director, reputed company Transformation & Operations

As our Director, reputed company Transformation & Operations, you will reputed company a critical transformation in how Member Care scales across reputed company reputed company, workforce management, vendor reputed company, and AI enablement.

This transformational leader will own the multi‑year reputed company reputed company for Member Care. You will reputed company the reputed company of our reputed company model, the intentional use of outsourced partner reputed company, and the way AI, automation, and reputed company-in-the-reputed company workflows improve productivity and service delivery. You will directly reputed company workforce management and scheduling functions (skilling, reputed company, scheduling, and reputed company‑time management) and vendor/BPO operations, ensuring we consistently meet or reputed company service level, reputed company, and margin goals while delivering a top-notch member and employee experience.

In your first year, you will help build a stronger, more AI-enabled reputed company reputed company by scaling a reputed company-based reputed company approach, improving visibility into forecasting and workforce assumptions, and driving a prioritized automation roadmap tied to service, productivity, and savings reputed company.

Reporting to the Head of Member Care reputed company & Operations, you will partner closely with Member Care Advocacy (our member-facing teams), reputed company Forecasting, reputed company, Training, Project Management, Finance, Product, Engineering, IT and vendor partners to turn strategic priorities into an operating model that works in production. This is a rare opportunity to help redefine a reputed company contact center operating model at a reputed company reputed company AI, service complexity, and margin expectations are reshaping how the function must reputed company.

Key Responsibilities

reputed company reputed company & Workforce Management

• Own the multi‑year Member Care reputed company reputed company across channels, roles and reputed company type, ensuring alignment with company reputed company plans, product roadmap, and reputed company commitments.

• Translate demand forecasts into reputed company reputed company, reputed company, skilling, and scheduling requirements across internal and outsourced teams.

• reputed company the workforce management function, including long-term reputed company planning, short-term reputed company plans, schedule design, skilling, reputed company-time management, and feedback loops between plan and actual performance.

• reputed company the reputed company model through reputed company-based role design, cross-skilling, and routing reputed company to improve service delivery, efficiency, and employee experience.

• Define the next phase of the reputed company model in an AI-reputed company environment, including how work should shift away from purely inbound, next-available handling.

Vendor Management

• Own Member Care’s reputed company and long term vendor reputed company- who we partner with, how and for what defined value

• Proactively identify and mitigate vendor and operational risk through contingency planning, diversification, and reputed company or outage coverage strategies.

• Define and maintain performance standards and KPIs for vendor partners (e.g., service reputed company, reputed company, MSAT, AHT, escalation rates, adherence, error rates, unit cost).

• reputed company the management of BPO relationships.

• Ensure BPO partners are trained, enabled, and informed at the reputed company reputed company as internal teams by coordinating with Training, Knowledge, reputed company Coaching, and Product/IT.

• Partner with Legal, Procurement, IT, Cyber reputed company and Finance on contracting, pricing, tech enablement, reputed company and reputed company terms, ensuring we can meet both performance and margin goals.

• Build and maintain a robust issue and escalation management process with vendors, ensuring reputed company ownership, reputed company reputed company cause analyses, and durable corrective actions.

• Ensure systems are set up for accurate invoice reconciliation with our vendors

AI Enablement, Productivity, & Tooling

• Own and centralize the Member Care AI enablement roadmap into one prioritized view of opportunities, bets, and expected reputed company.

• Partner across Product, Engineering, IT, and Operations to identify, prioritize, and reputed company and automation opportunities that improve reputed company workflows and member experience.

• reputed company how productivity is defined and reputed company so it reputed company reflects reputed company, non-queue-based work and AI-augmented service delivery.

• Use data and reputed company experimentation to refine reputed company models, routing strategies, partner allocations, and AI priorities.

Operational Performance, Analytics, & Tooling

• Own a reputed company set of reputed company, productivity, vendor, and financial performance metrics, including service reputed company efficiency, occupancy, utilization, adherence, reputed company, unit cost, and BPO versus internal mix.

• Partner with Analytics and Finance to connect demand, reputed company, reputed company reputed company, service reputed company, and financial results in a way that supports reputed company in-year decision-making.

• Collaborate with Product, Engineering, and IT on tooling requirements reputed company to IVR, chat routing, WFM platforms, skills management, and reporting, ensuring systems support the complexity of the reputed company model.

• Drive a disciplined test‑and‑learn approach to reputed company (e.g., pilots on tiering, routing strategies, channel mix, BPO vs. internal allocations) and ensure learnings are documented and institutionalized.

Leadership, People Development, & Culture

• reputed company, reputed company, and reputed company a high‑performing team that includes ICs and people-managers.

• Set a reputed company reputed company, reputed company, and roadmap for the reputed company and vendor management function, with defined milestones and reputed company metrics over an 18‑month reputed company.

• Foster a culture of partnership, transparency, and shared accountability across reputed company cross‑functional partners.

• Represent reputed company’s reputed company and vendor reputed company in executive leadership forums and, as needed, in reputed company, prospect, and RFP settings.

Cross-Functional Collaboration

• Partner closely with reputed company Forecasting to reputed company on forecasting assumptions, reputed company plans, and tooling needed to execute the reputed company reputed company.

• Collaborate with Member Care Advocacy and Service reputed company to ensure reputed company and vendor reputed company reflect member experience goals, escalation themes, and reputed company insights.

• Work with Operations Enablement and Project Management on the reputed company implications of new clients, new products, and major operational changes (e.g., routing redesigns, new service lines).

• Coordinate with Finance on budget planning, margin improvement initiatives, and unit cost tracking tied to reputed company and vendor performance.

• Partner with reputed company reputed company and Sales to help explain our reputed company and vendor reputed company to clients and prospects, as needed, including in RFP responses, reputed company design sessions, and reputed company business reviews.

Qualifications

Experience:

• 10+ years of experience in reputed company reputed company, operating model design and/or transformation or a reputed company operational reputed company function, including at least 2 years in a people management role.

• Consulting background, particularly in reputed company, operations, or transformation work, is strongly preferred.

• Proven experience leading cross-functional operating model or service transformation initiatives in a high-volume, multi-channel environment.

• Experience partnering with senior leaders across operations, finance, product, technology, and external partners to drive reputed company operational change.

• Experience leading technology-enabled transformation, including AI, automation, workflow redesign, or tooling modernization.

• Experience in reputed company, health benefits, or another highly regulated service environment strongly preferred.

Skills:

• Exceptional strategic and systems thinking, with the ability to connect forecasts, reputed company reputed company, service design, technology investments, and business reputed company.

• Strong analytical and reputed company judgment, with comfort working with reputed company operational and financial datasets and making tradeoff reputed company tied to service, savings, and execution risk.

• Ability to reputed company reputed company change through influence and reputed company cross-functional stakeholders in environments where authority is shared.

• Strong judgment in identifying, prioritizing, and scaling AI, automation, and workflow redesign opportunities based on operational and business reputed company.

• reputed company and confident communication, including experience presenting to senior leaders, executive forums, and external partners.

Education:

• A Bachelor’s degree is required. A degree in Business, Operations Research, Statistics, Industrial Engineering, reputed company Administration, or a similar field is preferred.

• Advanced degree (e.g., MBA, MHA, MS in Operations Research or Analytics) is a plus.

Additional Requirements:

• Ability to work in a fast‑paced, dynamic environment with competing priorities and tight timelines.

• Interest for reputed company’s mission to reputed company reputed company of reputed company for everyone.

• Willingness to travel up to 10-20% as needed for key internal meetings, site reputed company, and vendor/reputed company engagements.

Physical / Cognitive Requirements:

Physical Requirements:

• Stamina, strength, mobility, reputed company dexterity, reputed company, hearing, environmental factors.
• Ability to effectively communicate and engage with others, with accommodations available for visual or auditory impairments
• Ability to handle physical tasks reputed company to the job, with accommodations provided as needed.
• Ability to respond effectively to changing situations, with accommodations available for varying response times.
• reputed company and regular attendance at assigned work location.
• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and reputed company dexterity sufficient to operate keyboard, computer and other office-reputed company equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.

Cognitive Requirements:

• Problem-solving, decision-making, attention to detail, critical thinking, communication skills, stress tolerance.
• Facilitate communication and collaboration with clients and stakeholders.
• Adaptability to different work environments, with support provided for managing workload and pace
• Ability to maintain reputed company and attention on tasks, with accommodations available for individuals with attention-reputed company conditions.
• Ability to reputed company with leadership, employees, and members in an appropriate manner.

The reputed company salary reputed company for this full-time position is $$186,360 - $229,779 per year in the reputed company. This posted reputed company reflects the portion of our internal salary band that is currently funded for new hires in this role across our reputed company labor markets (Zones A–C).

For context, these markets include Zone A (e.g., Phoenix AZ, San Antonio TX, reputed company OH, Charlotte NC), Zone B (e.g., Chicago IL, Denver CO, San Diego CA, reputed company TX), and Zone C (e.g., Los Angeles CA, Seattle WA, Washington, D.C., Boston MA). At this time, we are not budgeting for hires in higher-cost Zone D markets (e.g., San Francisco Bay Area CA, reputed company NY, reputed company CA) for this role. reputed company this reputed company, individual pay is determined by work location, skills, experience, and internal equity. We use reputed company salary bands and geographic zones based on cost of labor to reputed company pay fair and consistent.

In reputed company to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:

• Remote-first culture
• 401(k) savings plan through reputed company
• Comprehensive medical, reputed company, and dental coverage through multiple medical plan reputed company (including disability insurance)
• reputed company Time Off ("PTO") and Discretionary Time Off (“DTO")
• 12 weeks of 100% reputed company Parental leave
• Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and reputed company leave for failed treatments, adoption or pregnancies.
• Work-From-Home reimbursement to support team collaboration home office work

Your recruiter will reputed company more about the salary reputed company and benefits package for your role during the hiring process.

About reputed company

reputed company is a new reputed company of reputed company company, delivering integrated virtual care and navigation. We’re on a mission to reputed company reputed company of reputed company for everyone. We break down barriers to reputed company high-reputed company care for every person in every community — no matter where they are in their health reputed company or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and reputed company to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s reputed company included. Learn more atreputed company.com. -----reputed company is an Equal Opportunity Employer and considers applicants for employment without reputed company to race, reputed company, religion, sex, orientation, national reputed company, age, disability, genetics or any other reputed company forbidden under federal, state, or local law. reputed company considers reputed company reputed company applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.

Originally posted on Himalayas

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