Director, Operations (Shared Markets)

Your Role

Reporting to the Sr. Director, the Planning, Performance, and Enablement Customer Service plays a pivotal role in advancing the goals of Blue Shield of California and the Customer Experience department. As a key member of the Customer Service leadership team, this individual will lead and collaborate across our Share Markets operations — including subset of operational work for Government and Commercial areas that includes Provider, offshore back office, social media, and Behavioral Health operations, as well as Blue Card and our Hawaii Blues operations teams. 

Specifically the Director of Shared Markets Customer Service role will be accountable for:                 

Your Work  

In this role, you will:  

•    Strategic and Tactical Planning for Provider, offshore back office, social media, and Behavioral Health operations, as well as Blue Card and our Hawaii Blues operations and service delivery  

•    Develops business strategies for those service teams  

•    Manages service, regulatory, contractual performance guarantees and financial performance of those lines of business  

•    Defines and implements organizational structure to facilitate business performance. Ensure optimization of resources by resolving any duplicative improvement efforts and organization structures.  

•    Provides executive oversight and leadership to Managers responsible for creating and driving the implementation of operating plans, which are required to support immediate and long-term business strategies.  

•    Ensure customer-driven Key Performance Indicators (KPIs) and goals are in place, reflecting and measuring our strategic, competitive, and regulatory position through ongoing measurement, reporting, and root cause               analysis.  

•    Guides and develops near-term operating plans for designated area of responsibility.   

•        Bachelor’s degree required or equivalent 

•        Master's degree preferred 

•        Requires at least 10 years of experience, including at least 6 years of management experience

•        Call center fundamentals and experience required, including experience with managing and leading a Provider contact center as a requirement 

•        Experience in reengineering call centers to achieve goals 

•        Experience with regulatory agencies  

•        Knowledge of Health Plan programs required  

•         Bilingual (Spanish) a plus 

Key Job Competencies