Role Summary

Reporting to the Operations Enablement Managing Director, the Operations Readiness Senior Director role is a critical, strategic and forward-thinking leadership role that will be responsible for driving our people, technology, and change readiness strategies in support of Enterprise Operations, with a deep focus on Customer and Coverage Review Operations.

This role will also lead to the successful implementation of priority programs and critical enterprise-wide initiatives to ensure that the organization is fully prepared to implement change efficiently and effectively, aligning all readiness activities with the organization’s strategic objectives. This role will also help the learning strategy leader & team to align broader enablement strategies and integration of new learning technologies across the enablement environment.

This role demands a technology-forward and innovative leader who can leverage modern tools and methodologies to transform the enabling environment. This individual will be expected to partner closely with our Operations, Technology, and Product leaders to deliver on our shared priorities and goals.

Key Responsibilities

1. + Aligns the vision and strategy of the Operations Readiness team to key business priorities and initiatives, considering the strategy and vision of the broader Customer Experience & Operations Enablement organization (CX&OE).
2. + Serves as a trusted partner to our operations internal stakeholders in understanding the business needs and translating that into an effective support model.
3. + Leads the development and implementation of comprehensive operations readiness plans for new initiatives and programs.
4. + Leads and coordinates cross-functional teams to ensure timely and successful implementation of operational changes.
5. + Identifies, assesses, and mitigates risks associated with operational changes, developing contingency plans as needed.
6. + Leads the development and implementation of change management strategies to ensure successful transitions and minimal disruptions to the operations.
7. + Ensures compliance with relevant regulations, standards, and company policies in all readiness activities.
8. + Ensures the Operations Readiness team is deployed to the highest value creation opportunities, maximizing cost savings and realized efficiencies to contribute and support future growth opportunities in support of the enterprise strategy.
9. + Encourage innovation and diversity of thought to solve complex business problems; proactively seek automation opportunities and introduce AI solutions where appropriate
10. + Leads the implementation of key priority program delivery for critical enterprise-wide initiatives
11. + Drives efficiency through the implementation of enhanced technology.
12. + Establishes and drives the key partnerships and vendor relationships to deliver on the broader Operations Enablement and CX&OE strategy.
13. + Collaborates with cross functional matrix partners, operations, and human resources teams to ensure planning, execution, adoption, and reporting strategies for related areas of responsibility
14. + Ensures effective communication with key stakeholders and internal management
15. + Effectively leads teams through instilling a healthy culture and driving results

Qualifications and Competencies

1. + Bachelor’s degree required, post graduate degree or professional certifications preferred
2. + 10+ years of progressive leadership experience
3. + Demonstrated ability to think strategically and facilitate discussions across a matrix organization
4. + Advanced knowledge of the healthcare industry required
5. + Strong executive presence with a track record of effectively engaging with a broad range of high-level stakeholders
6. + Demonstrated influence within complex, highly matrixed, innovative and evolving cultures
7. + Leadership experience with proven ability to attract exceptional talent and develop effective teams

+ Action Oriented – Enjoys working hard in a fast paced, dynamic environment; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership

+ Anticipatory – Demonstrated results in being able to think strategically, anticipate future consequences and trends, and incorporate them into both a short-term and long-term organizational plan

+ Communication – Strong persuasion skills and effective communicator; ability to create and communicate a compelling vision internally and externally.

+ Customer Focus – Is dedicated to meeting the expectations and requirements of clients; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind.

+ Digital Dexterity- Ability to adapt quickly to new technologies and changing circumstances and leverage digital tools to drive innovation and growth.

+ Drive for Results – Proven track record of exceeding goals and a bottom-line orientation; evidence of the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment; high level of business acumen, the ability to balance the delivery of programs against the realities of a budget; allocates resources and manages operating expenses to maximize P&L while managing risk.

+ Emotional Intelligence – Demonstrated strong EQ as evidenced by the ability to understand other people, what motivates them and how to work cooperatively with them. Proven track record of resilience, empathy, strong listening skills and the ability to work through challenging business situations in a highly collaborative way to drive the right business outcomes. Possesses strong self-awareness and curiosity.

+ Leadership and Organization – Exceptional leadership skill leading and influencing cross-functional teams; ability to connect employees on an individual level and in diverse groups; ability to drive accountability, develop and empower top-notch leaders, cultivate entrepreneurship, and learn the strengths and weaknesses of the team to bring out the greatest potential of the organization.

+ Matrix Management/Relationship Building – Enterprise thinker with proven ability to influence across a matrix environment. Ability to develop strong relationships across all levels of the organization, and with external partners.

+ Strategic Vision and Agility – Ability to think strategically, to be analytically minded and to adjust with nimbleness to directional changes based on data.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 179,000 – 298,400 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.

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