Sr. Director Contact Center Strategic Initiatives Job Number:
887475 Posting Date : Aug 5, 2020, 11:14:11 PM
The Senior Director of HPPSA Performance Improvement, Service
Strategy plays a key leadership role in advancing Kaiser
Permanente's Health Plan consumer experience and service strategy.
In this role, the senior director partners with stakeholders across
health plan and regional functions on enterprise initiatives to
improve the consumer experience and lower our cost to serve.
Aligned with MSSA & HPPSA's strategic priorities and goals, the
senior director leads multiple enterprise initiatives focused on
improving the end to end consumer experience. This role involves
leveraging consumer insights to understand pain points and
developing new innovative service models which eliminate effort,
increase engagement and lower our cost to serve.
This position leads a team made up of direct reports and is
responsible for, but not limited to the following:
Provides strategic direction for multiple enterprise initiatives
in support of MSSA & HPPSA consumer experience and affordability
This role involves translating high level business goals into
results, through cross functional collaboration, strategic
planning, and alignment of resources.
Provides analysis, gap assessments and recommendations for
improving the member experience or lower our cost to serve.
Is in inherently inquisitive and relies on data and other
consumer insights to inform decisions.
Works with senior leadership and key stakeholders (all lines of
business & HP functions) to align on strategic goals and
priorities. Collaborates with finance on detailed business cases
and ROI models.
Leads efforts to establish project/program structure including
budgets, governance, communications, resources and project
Ensures that necessary action plans and deliverables are
completed in a timely, cost effective manner while insuring a
high-quality consumer experience.
As appropriate utilizes process improvement and experience
design methods to improve the member experience and increase
Identifies and overcomes barriers (financial, staffing, and
political) that might impede the successful completion of
Proactively identifies risks and develops plans to mitigate
Develops and mentors staff through on-boarding, open
communication, development plans, and performance management
Builds and maintains employee engagement; fosters a culture of
service, diversity and inclusion.
Plans, develops and manages departmental expenses and
Qualifications Basic Qualifications:
Minimum ten (10) years of relevant health plan and/or health
care experience where the roles involved cross functional
engagement to deliver complex solutions.
Minimum eight (8) years of leadership or management
Education Bachelor's degree in a related field OR four (4) years
of experience in a directly related field.
High School Diploma or General Education Development (GED)
License, Certification, Registration
Additional Requirements: Experience in consumer strategy or
operations with accountability for improving customer service
A high level of initiative, results orientation and ability to
drive cross functional work.
Program/Project Planning and Management, including program
governance and infrastructure.
Change management, ability to exert influence, negotiation,
Staff development, coaching, motivation and team engagement.
Experience with projects, budgets and business case
Analytical and strategic thinking; problem solving and
Must be able to work in a Labor/Management Partnership
Preferred Qualifications: Knowledge of the United States Health
Care Industry preferred.
Experience managing a service center, or call center operation
Knowledge of process management/improvement methodologies
Masters' degree in related field preferred
Primary Location : California-Corona-Corona Member Service Call
Center 1840 California Scheduled Hours (1-40) : 40 Shift : Day
Working Days : Mon, Tue, Wed, Thu, Fri Working Hours Start : 8:00
AM Working Hours End : 5:00 PM Job Schedule : Full-time Job Type :
Standard Employee Status : Regular Employee Group (Union
Affiliation) : Salaried, Non-Union, Exempt Job Level :
Director/Senior Director Job Category : Insurance / Claims Public
Department Name : Contact Center Systems & Applications Travel :
Yes, 15 % of the Time
Kaiser Permanente is an equal opportunity employer committed to
a diverse and inclusive workforce. Applicants will receive
consideration for employment without regard to race, color,
religion, sex (including pregnancy), age, sexual orientation,
national origin, marital status, parental status, ancestry,
disability, gender identity, veteran status, genetic information,
other distinguishing characteristics of diversity and inclusion, or
any other protected status. External hires must pass a background
check/drug screen. Qualified applicants with arrest and/or
conviction records will be considered for employment in a manner
consistent with federal and state laws, as well as applicable local
ordinances, including but not limited to the San Francisco and Los
Angeles Fair Chance Ordinances.
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