We’re looking for an enterprise leader to oversee customer facing service operations supporting Commercial business and the Federal Employee Program. We’re looking for a senior operations executive with experience leading large, regulated service organizations and delivering consistent results across complex, omni channel environments. This leader brings depth in member and provider service operations, performance management, and enterprise governance, with the ability to set direction, lead leaders, and drive measurable outcomes at scale.

In this role, you’ll define and execute the operating strategy for customer service operations that directly impact member experience, provider relationships, financial accuracy, and regulatory compliance. You’ll lead senior operational leaders, establish clear performance expectations, and govern service delivery, escalation, and resolution across multiple service channels. Strong partnership with Technology, Digital, Data, Risk, and Compliance is essential to stabilize core service operations while advancing digital tools, self service capabilities, and AI enabled workflows that improve efficiency and effectiveness.

Success in this role is defined by sustained improvements in service performance and experience, measurable operational efficiencies, strong regulatory outcomes, and the successful adoption of AI‑enabled workflows across omni‑channel service environments. The right leader will build enterprise alignment, develop high‑performing leadership teams, and deliver tangible business value through standardized operations, digital adoption, and data‑driven decision making.

Ready to Take the Next Step?
If you’re motivated by outcomes, scale, and meaningful transformation and want to lead customer focused service operations that make a real impact, we’d love to connect.

Note:

• This is a remote position with occasional travel to the BCBST Headquarters in Chattanooga, TN.
• Sponsorship is not available for this role.
• Leadership at our organization is grounded in a strong commitment to AI‑enabled transformation. We seek leaders who not only understand the strategic value of AI, but who actively champion its responsible adoption—embedding AI into decision‑making, operations, and team workflows to drive innovation, scale, and measurable business impact.

Job Responsibilities

• Establishes the enterprise operational strategy, performance framework, and governance model for customer-oriented commercial operations to meet organizational goals.
• Provides executive oversight to leaders responsible for day-to-day execution, ensuring consistent performance management, accountability, and results across operations.
• Sets enterprise performance standards and outcome-based goals aligned with operational, financial, service, and experience targets.
• Coaches, mentors, and develops leadership teams to achieve sustained operational performance and talent readiness.
• Ensures standardized procedures, policies, and controls are designed, implemented, and executed consistently across operational areas.
• Oversees development and implementation of procedures to deliver effective service to internal and external customers while ensuring regulatory and contractual compliance.
• Provides executive-level feedback on operational outcomes, efficiencies, and risks across commercial operations.
• Sponsors and governs large-scale process improvement and transformation initiatives to ensure adoption and realization of business benefits.
• Leads the embedding of AI, automation, and advanced analytics into operational workflows, decision-making, and service delivery models.
• Partners with Technology, Data, Compliance, and Risk leaders to ensure AI use is scalable, compliant, and aligned to business objectives.

Job Qualifications

Education

• Bachelor’s Degree or equivalent work experience required. Equivalent experience is defined as four (4) years of professional work experience in a corporate environment. 

Experience

• Ten (10) years of progressively responsible leadership and managerial experience in a healthcare-related or similarly regulated field. 
• Experience overseeing large, multi-layered operational organizations. 
• Demonstrated success leading enterprise operational transformation initiatives, including AI-enabled improvements.

Skills / Certifications

• Enterprise operational leadership and governance
• Ability to embed AI, automation, and analytics into operational workflows to improve efficiency, accuracy, and workforce productivity.
• High-level strategic, financial, and analytical acumen used to guide operational decision‑making, evaluate performance outcomes, and drive transformation.
• Executive communication and influence skills, enabling effective partnerships to align enterprise initiatives.

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