Sr. Director, Customer Service and Interaction Management, Commercial

There's never been a better time to join Blue Shield!

Looking for a chance to do meaningful work that touches millions? Come join the hardest working, nonprofit health plan in California and help us shape the future of health care. Blue Shield of California is focused on transforming health care by making it more accessible, affordable and customer-centric. Being a mission-driven organization means we do much more than serve our 6 million members: we were the first health plan in the nation to limit our annual net income to 2 percent of revenue and return the difference to our customers and the community, and since 2005 we have contributed more than $325 million to the Blue Shield of California Foundation to improve community health and end domestic violence. We also believe that a healthier California begins with our employees, so we provide them with resources to develop and maintain a healthy lifestyle through our award-winning wellness program, Wellvolution.

We're hiring smart thinkers and doers who want to work for a leader and innovator in the challenging, ever-changing healthcare space. Come and help us make health care better for everyone.

Your Role

The leader Customer Service and Interaction Management, Commercial for Blue Shield of California is an ambassador for our mission to 'Create a health care system that is worthy of our family and friends and is sustainably affordable.' This individual is an important member of the company's Customer Experience team and is responsible for developing end-to-end customer service strategies for all lines of business. The Sr. Director, Customer Service and Interaction Management is also responsible for informing upstream processes and improvement opportunities.

The Customer Service and Interaction Management, Commercial reports to the VP, Customer Experience and is a people leader with responsibility for approximately 700 FTEs, including Directors, Managers, Supervisors, Business Analysts, Customer Service Representatives and support staff located in multiple sites. The total financial responsibility for the department is approximately $155 million annual cost budget.

Your Knowledge and Experience

• Bachelor's degree required, MBA is preferred
• Minimum 12 years prior relevant experience, including 6 years of management experience
• Experienced in driving enterprise-level change initiatives, including successfully influencing and collaborating with senior executives (including C-level and Board) and challenging the status quo and implementing change that has a positive and lasting impact on the business
• Experience in developing business strategies, including technical implementations, adopting and innovating new technologies and capabilities while achieving expected project returns (NPV/ROI) (including CRM-related technology)
• Demonstrated people leadership skills with ability to engage and motivate people at all levels of the organization
• Experience implementing new organizational structures and technical system designed business processes, while implementing and maintaining critical operating controls/metrics for large multi-functional customer service operations
• Strong financial and analytical skills; able to manage cost statements, readily identify drivers of lower-than-expected performance, and proactively seek performance improvements as necessary to meet necessary cost and customer service performance metrics
• Experience in evaluating, negotiating, and managing financial and operational arrangements with third party vendors
• Experience with process improvement strategies and tactics such as LEAN or Six Sigma is strongly preferred.