• Define service excellence for Medicare inbound operations and translate that vision into a multi-year strategy, roadmap, investments, and measurable outcomes.
• Deliver results against strategic priorities including Integrated Health, growth and retention, Stars and call quality, NPS and customer experience, productivity, digital and automation advancement, and workforce engagement.
• Lead transformation of the member contact experience across voice, chat, social, self-service, and emerging channels, ensuring seamless transitions between digital and assisted service.
• Partner across lines of business and enterprise functions to identify reusable capabilities, operating synergies, and opportunities to simplify member journeys and reduce avoidable contact.
• Use internal performance insights, external benchmarking, and emerging technologies to continuously evolve the operating model and advance service innovation.

• Lead large-scale Medicare inbound operations supporting Individual Medicare, Group Medicare, Disenrollment, Member Solutions, chat, and related member service functions.
• Own a balanced performance framework spanning service, quality, compliance, member experience, Stars, NPS, productivity, cost, digital adoption, and associate engagement.
• Set operating rhythms, scorecards, escalation paths, and accountability mechanisms that convert performance data and member insights into timely action.
• Lead cost transformation and sustainable productivity improvement while protecting service quality, compliance, workforce health, and the member experience.
• Ensure capacity, readiness, and business continuity across internal, nearshore, offshore, and other partner delivery models.

• Lead and develop a high-performing team of operational leaders accountable for frontline teams and business partner delivery.
• Design and advance a world-class engagement model that supports internal associates and a global partner workforce, strengthening connection, readiness, retention, and performance.
• Build leadership bench strength through succession planning, talent reviews, coaching, mentoring, and differentiated development.
• Foster a culture centered on member experience, accountability, inclusion, collaboration, innovation, continuous learning, and disciplined execution.

• Own operational budgets and workforce planning strategies.
• Identify opportunities to optimize costs while maintaining or improving service quality.
• Ensure effective utilization of internal and external workforce resources.
• Lead business case development for strategic investments and operational improvements.

• Provide executive oversight for more than 12,000 BPO associates, ensuring external operations function as an integrated extension of the Medicare inbound contact organization.
• Establish a horizontal supplier governance model with consistent performance standards, decision rights, operating reviews, risk controls, escalation protocols, and accountability across internal and external partners.
• Partner with Procurement, Vendor Management, Finance, Compliance, Technology, and business leaders to shape sourcing, capacity, location, and commercial strategies that balance quality, scalability, service continuity, risk, and cost.
• Create mechanisms, such as supplier innovation forums, to identify best practices, emerging technologies, external benchmarks, and capabilities that improve customer experience, efficiency, and value.
• Hold internal leaders and BPO partners accountable for consistent outcomes across channels, locations, and employers, including contractual, financial, quality, compliance, member experience, and workforce commitments.

• Ensure adherence to CMS regulations and all Medicare-related operational requirements.
• Partner with Compliance, Legal, Quality, and Audit teams to mitigate operational and regulatory risk.
• Maintain readiness for audits, compliance reviews, and business continuity events.

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related discipline.
• 10 or more years of progressive leadership experience in contact center operations, customer service, healthcare operations, or a related environment, including significant experience leading leaders and complex organizations.
• Demonstrated success defining and executing a service excellence vision and strategy for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, product or service innovation, and sustainable productivity improvement.
• Extensive experience governing outsourced or BPO operations across geographically dispersed, nearshore, offshore, or global delivery models.
• Proven ability to influence senior leaders and diverse stakeholders in a large, highly matrixed, regulated organization.
• Strong financial, workforce, operational planning, data analytics, process improvement, and risk management capabilities.
• Excellent written and verbal communication skills, executive presence, and the ability to move effectively between strategic direction and tactical execution.
• Demonstrated commitment to attracting, mentoring, developing, and retaining leadership talent.

• MBA or another business-related advanced degree.
• Executive leadership experience within healthcare, health insurance, financial services, or another highly regulated service industry.
• Experience leading operations of significant scale with a blended internal and external workforce.
• Experience leading omnichannel customer experience transformation across voice, IVR, CRM, chat, messaging, social, self-service, automation, or AI-enabled capabilities.
• Lean, Six Sigma, process excellence, change management, or continuous improvement credentials.

• Strategic Thinking
• Member-Centered Leadership
• Organizational Agility
• Enterprise Collaboration
• Talent Development
• Executive Presence
• Data-Driven Decision Making
• Change Leadership
• Operational Excellence
• Financial Acumen

Scheduled Weekly Hours

Pay Range

Description of Benefits