Director Customer Ops Strategy And Enablement

JOB DESCRIPTION
The Director of Customer Ops Strategy and Enablement will be responsible to advance and protect one or more Enterprise Operations segments through a strategic delivery ecosystem, governing end-to-end change, enabling business technology transformation, and delivering operational value and enhancements to the client, member and provider experience. Understanding the business vision and goals, this position will create the capability roadmap to align tactical operations with business strategies, and execute through cross-functional stakeholder collaboration and oversight of a direct reporting team.
RESPONSIBILITIES

• Establishes and directs the business architecture and functional framework of best practices, tools, templates, and processes tailored for the organization to effectively support Delta Dental's strategy.
• Ensures understanding and connection across various portfolios and stakeholders to help determine dependencies, impact and sharing of new features and capabilities.
• Owns the business roadmap for one or more segments in the Operations division.
• Drives transformation, both directly and through a team, to improve the customer experience, enhance back-end efficiency, and reduce total cost by leveraging improvements in the areas of people, process and technology.
• This list is not all-inclusive and you are expected to perform other duties as requested or assigned
• Acts as an internal process optimization advisor and consultant to train teams on the process optimization framework, tools, and best practices. Helps drive towards and influence a culture of continuous process improvement.
• Utilizes business modeling methods to ensure results-oriented deliverables that can be recreated and used as a corporate knowledge resource during project-level initiatives and executive-level decision-making.
• Conducts workshops to gain cross-functional alignment on "As-Is" business pain points and "To-Be" business vision, strategy, execution and metrics (e.g. business capability assessments).
• Monitors key performance indicators (KPI's) of each strategic initiative's impact and performance before, during, and after implementations. Reviews strategic insights, dashboards and key communications with senior leadership on a frequent basis.
• Understands process improvement initiatives and roadmaps, and scans the organization's landscape for potential process improvement opportunities while taking in-flight roadmaps into account.
• Partners with Business, Product and Technology leadership teams to identify go-forward strategic plans in alignment with business goals.

QUALIFICATIONS

• Experience in strategic planning and execution with a focus on program or product management.
• Excellent organization and time management skills; Ability to be an advocate for the business by ensuring project objectives are completed on time and to the quality standards as defined by the business.
• Demonstrated ability to operate and influence in a collaborative environment with stakeholders from different business areas.
• Superb verbal, written, and interpersonal communication skills.
• Knowledge of project development life cycle, including the ability to coordinate and prioritize multiple projects.
• Technical knowledge of various business systems utilized across the company.
• Ability to create and map business vision to strategies/initiatives to an implementation roadmap.
• 12+ years w/Bachelor's degree; 3+ years management
• Business architecture experience preferred.
• Orientation to strategic thinking and analysis, with the ability to solve complex problems and develop innovative approaches or solutions.
• 3+ years experience Health Insurance preferred.
• Ability to drive resolution on escalated issues.
• 7+ years experience in Operations, Product Management and/or Strategic Delivery required.
• Lean Six Sigma Black Belt (preferred)

Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. $145,000 - $298,800
ADDITIONAL INFORMATION
Rewards to make you smile! We don't just want to make our customers happy - we want to give our employees a reason to smile, too. Delta Dental's comprehensive benefits package includes:

• Fertility and diabetes benefits
• 100% paid dental and vision insurance
• Culture of learning: career development and tuition reimbursement
• Generous paid time off plus 12 holidays and your birthday off!
• Employee discount program: AT&T/Verizon, entertainment, travel, and more!
• Generous 401(k) matching and flat contribution
• Career growth: we love promoting from within
• Employee LiveWell program, focusing on overall employee well-being
• Low-cost premium medical insurance options
• Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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ABOUT THE TEAM
At Delta Dental, our success is only as strong as the people who execute it! We take enormous pride in being the nation's most recognized and widely-used provider of dental insurance - and we've come this far by living our core values of innovation, excellence, service and trust. Our vision is to motivate and empower every employee so that we're all inspired to take exceptional care of our customers, providers and ourselves. We believe in integrity, accountability, collaboration, and giving every employee equitable opportunity for their voice to be heard and development to be fostered.
If you're excited about the prospect of transforming the future of health care and growing in your career, join our smile revolution!
To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn.
We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation's largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.
Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
Delta Dental* has enacted a COVID-19 vaccination policy to protect all employees and the communities we serve due to the ongoing impacts of the COVID-19 pandemic. Accordingly, we require all employees to be fully vaccinated for COVID-19. Are you able to comply with our policy of being fully vaccinated by your start date if an offer is made or have a medical or sincerely held religious exemption for receiving a COVID-19 vaccine? Failure to comply with our policy and submit proof of compliance or receive approval for a valid medical or sincerely held religious belief exemption prior to your start date will nullify any offer of employment extended to you.

• Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York