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Job Description:

Staff VP Puerto Rico CGS Operations, Country Head

Location:  San Juan, Puerto Rico

This role requires associates to be in-office at least 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered.  Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

Summary

Responsible for leadership and overall accountability for the strategy, performance, and operations of Carelon Global Solutions (CGS) Puerto Rico. Responsible for positioning the organization as a high-performing, scalable delivery center that supports enterprise business objectives, evolving operational needs, and long-term growth.

Position Responsibilities

• Oversight across a diverse portfolio of healthcare and business operations, including contact center and customer service functions, claims administration, clinical support, benefits administration, and other core business services.

• Accountable for operational performance, financial results and P&L management, service quality, compliance, workforce effectiveness, and the strategic roadmap to strengthen business performance and support growth.

• Drives execution and promotes continuous improvement across CGS Puerto Rico operations.

• Ensures teams achieve performance, quality, service, and compliance expectations while identifying opportunities to improve efficiency, accuracy, scalability, and the member and customer experience.

• Ensures strategic initiatives are successfully implemented and deliver measurable business outcomes.

• Maintains governance, compliance, and operational risk management.

• Serves as the relationship owner for key vendors, outsourcing partners, and strategic business relationships.

• Advocate and liaison for external stakeholder relationships.

• Hires, trains, coaches, counsels, and evaluates performance of direct reports.

• Travel as needed to support enterprise stakeholders, operations, and key relationships.

Position Requirements

Requires a BA/BS and minimum of 15 years professional/leadership experience; or any combination of education and experience, which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences

• Strategic leadership & roadmap ownership

  • Setting direction for strategy and a strategic roadmap, aligning operations to evolving business needs and long-term growth.

• Operational excellence

  • Driving execution; managing performance to quality, service levels, compliance, efficiency, and accuracy.

  • Building systems for workforce effectiveness and consistent delivery.

• Continuous improvement & transformation

  • Identifying improvement opportunities and leading initiatives that measurably improve scalability and customer/member experience.

• Outcome-focused program/initiative execution

  • Implementing strategic initiatives end-to-end and delivering measurable business outcomes (not just activity).

• Stakeholder management & influence

  • Acting as an advocate and liaison with external stakeholders; strong communication, alignment, and escalation management.

• Leadership pipeline & talent development at scale

  • Demonstrated capability to mentor leaders, build succession plans, and develop a strong leadership bench within a large, evolving organization—beyond day-to-day people management.

• Advanced financial/analytical and change leadership.

  • Strong financial and analytical skills paired with disciplined change management—experienced leading organizational change and process improvement through structured methodologies, data, and measurable benefits realization.

• Vendor management

  • Relationship ownership with vendors/outsourcing partners; service governance and performance management.

• MBA preferred.

Corporate Title:  Staff VP Puerto Rico CGS Operations

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Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.