As the Director of Service Optimization you9ll be establishing and leading the organization9s service optimization capability, supporting enterprise Business Transformation priorities through measurable improvements in processes, member experience, operational efficiency, and organizational effectiveness. This role is a key strategic and execution partner to the Vice President Business Transformation and works across the organization to identify opportunities, prioritize improvements, design future-state solutions, and drive sustainable implementation.
The Director will connect business strategy to execution by bringing structure, discipline, and accountability to transformation and optimization initiatives. This position will work closely with Operations, Technology, Finance, Human Resources, and other business leaders to ensure initiatives deliver measurable outcomes and are successfully adopted. This is a leadership role focused on improving how the organization operates, not on adding capacity for routine transactional operations.
ESSENTIAL FUNCTIONS:Service Optimization & Business Transformation- Leads the organization9s Service Optimization capability and establishes a consistent approach to identifying and executing improvement opportunities.
- Translates enterprise priorities into actionable transformation and optimization initiatives.
- Evaluates business transformation requests and opportunities based on strategic alignment, member impact, operational value, risk, complexity, and organizational capacity.
- Maintains visibility into the enterprise transformation and optimization portfolio.
- Identifies opportunities to simplify processes, eliminate unnecessary work, reduce manual activity, improve controls, and enhance the member and associate experience.
- Leads current-state and future-state process assessments and facilitates cross-functional process redesign.
- Develops recommendations, business cases, and implementation approaches for significant transformation opportunities.
- Ensures transformation initiatives have clearly defined objectives, measures of success, owners, and expected benefits.
Cross-Functional Leadership- Serves as a trusted advisor and strategic partner to business leaders seeking to improve their processes, services, or operating models.
- Facilitates collaboration across Operations, Technology, Finance, Human Resources, Risk, Compliance, and other functions.
- Translates business needs into clear requirements and actionable recommendations for Technology and other enabling functions.
- Builds strong relationships with executive and senior leaders to facilitate enterprise-wide change.
- Identifies organizational dependencies, resource constraints, risks, and barriers to successful implementation.
Execution & Change Management- Drives initiatives from discovery through implementation and transition to business ownership.
- Establishes appropriate governance, milestones, accountability, and performance measures for transformation initiatives.
- Partners with project/program management resources to ensure disciplined execution.
- Assesses operational impacts and readiness associated with significant changes.
- Develops and coordinates change adoption strategies in partnership with business leaders and organizational development resources.
- Ensures implemented solutions are sustainable and deliver the intended business outcomes.
- Monitors post-implementation performance and identifies opportunities for continued optimization.
Measurement & Reporting- Establishes and maintains metrics to measure the effectiveness of service optimization and transformation initiatives.
- Tracks financial, operational, member experience, and associate experience benefits.
- Develops executive-level reporting on transformation progress, risks, outcomes, and opportunities.
- Monitors benefits realization and hold initiative owners accountable for expected outcomes.
- Identifies trends and opportunities that should influence future transformation priorities.
Leadership & Capability Building- Builds and matures the Service Optimization function, methodology, and operating model.
- Establishes repeatable tools, standards, and practices for process improvement and transformation.
- Coaches and develops team members and cross-functional partners in continuous improvement and transformation practices.
- Promotes a culture of accountability, innovation, simplification, and continuous improvement.
- Represents the organization in relevant industry forums and peer networks to identify emerging practices and opportunities.
QUALIFICATIONS:Experience / Training / Education:- Bachelor9s degree in Business Administration, Operations, Organizational Development, Management, or related field; equivalent experience will be considered.
- Seven years of progressive experience in operations, business transformation, process improvement, service optimization, consulting, or a related discipline.
- Three years of leadership experience with responsibility for cross-functional initiatives and/or teams.
- Demonstrates experience leading complex organizational change and process improvement initiatives.
What We Offer- A People-First Culture: We lead with empathy and authenticity.
- Comprehensive Benefits:
- Anthem HMO/PPO, Delta Dental, and Unum options - from day one!
- 401(k) with up to 6% employer match
- Annual discretionary bonus
- Annual merit increase
- Educational grants up to $1,000
- 18 vacation days/year (increases to 21 after 5 years)
- 7 sick days/year + paid holidays
- Final offers based on qualifications, experience, and internal equity. The range for the Director of Service Optimization role is $125,761 - $157,200 annually.
