Business Operations Lead

About the role

The Business Operations Lead is part of the Business Operations function and serves as a strategic execution partner across Operations, including Contact Center, Mail Services, Quality Delivery, Vendor & Third Party Management, and Insights & Analytics. This highly skilled role works closely with operational leaders and business subject matter experts (SMEs) to drive disciplined execution of the Operations transformation roadmap and ensure sustained progress, transparency, and value realization.

Responsibilities

• Maintain and operationalize the assigned portions of the annual Operations roadmap and multi-year milestones, ensuring initiatives remain current, actionable, and appropriately sequenced as priorities evolve across the enterprise.
• Act independently to manage complex, cross-functional initiatives by tracking progress, dependencies, risks, and delivery outcomes; synthesize findings and provide clear recommendations to Operations leadership to support timely decision-making and course correction.
• Proactively take the translated insights from the Data Insights Team and turn them into clear operational narratives that explain what the data shows, what it means for the business, and what actions should follow.
• Use internal and external insights to shape existing initiatives, position and frame new bodies of work, support prioritization and investment decisions, and guide operational execution.
• Partner closely across Operations to bring structure and clarity to complex work by defining scope, sequencing efforts, clarifying ownership, aligning timelines, and reducing execution friction across teams.
• Translate annual strategy milestones into discrete initiatives, workplans, and execution paths; provide hands-on execution enablement to ensure strategy moves from intent to delivery with accountability and momentum.
• Execute on key performance indicators (KPIs) tied to strategic priorities and initiatives; track progress, outcomes, and impact over time to ensure consistent visibility into performance and value realization.
• Partner with Insights to translate reporting, dashboards, summaries, and executive-ready materials that clearly communicate progress, risks, outcomes, and interdependencies to senior leaders.
• Lead initiatives and workstreams with enterprise-wide impact; coordinate cross-functional stakeholders to advance complex work end to end.
• Proactively engage with business leaders across Operations to understand goals, constraints, and challenges, enabling effective alignment, prioritization, and execution support.

Requirements

• 7+ years' experience with a Bachelor's degree
• 7+ years' experience in a combination of Business Ops Strategy Enablement, Program or Portfolio Management, Business Analysis, Process Improvement, or Service Delivery
• Experience working within or closely supporting Contact Center Operations and/or Enterprise Operations functions strongly preferred
• Experience driving or enabling execution environments undergoing business transformation, organizational change, and evolving priorities
• Experience operating in a matrixed, cross-functional environment with senior leadership engagement
• Demonstrated ability to manage multiple, complex, and competing priorities while maintaining alignment to long-term strategic goals
• Strong analytical and problem-solving skills, with the ability to synthesize complex data and insights into clear, actionable recommendations
• Advanced skill in structuring and enabling execution across large, multi-stakeholder initiatives
• Ability to exercise independent judgment while navigating ambiguity, competing priorities, and enterprise-wide interdependencies
• Strong presentation, verbal, and written communication skills, including the ability to influence and advise senior leaders within the organization
• Advanced proficiency in Excel, PowerPoint, and Power BI and the ability to produce executive-ready materials
• Ability to maintain confidentiality and exercise discretion
• Excellent relationship management and interpersonal skills, with the ability to build trust and credibility at all levels of the organization
• Proven ability to lead and enable large, complex, multi-area initiatives in a matrixed enterprise environment

Pay

The national base pay range is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications, and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. Pay Grade: $93,445 – $202,465.

About the team

At Delta Dental, the team is behind millions of smiles and counting. For over 68 years, Delta Dental has served communities by increasing access to affordable, quality care — a commitment to care that extends beyond the people served to the dedicated employees who make those smiles genuine. Delta Dental has come this far by building fair programs that offer opportunities for advancement, create meaningful connections, and improve the lives of employees and their families. Exceptional care for one another enables a positive impact for all.

The company champions an inspirational workplace through a commitment to trust, service, excellence, and innovation. Joining means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.

Since 1955, Delta Dental has offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico, and the Virgin Islands. The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through the national network of Delta Dental companies, dental coverage is offered in all 50 states, Puerto Rico, and other U.S. territories, with vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, the organization delivers benefits to more Americans than any other dental insurance company.

Delta Dental includes Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York.