Director - Finance Shared Services & Experience (Remote)

About the role

This role is responsible for service delivery, intake and case management operations, performance oversight, process standardization, customer experience, and continuous improvement within the finance shared services function supporting Stanford Health Care Finance.

Responsibilities

• Lead AskFinance operations, including intake and triage, case management, escalation processes, and day-to-day service delivery.
• Oversee staffing, workload balancing, and resource planning to meet service demand and operational priorities.
• Monitor service volumes, cycle times, backlog, quality, and customer feedback to identify improvement opportunities and drive performance.
• Establish and monitor service levels, operational metrics, dashboards, and reporting to assess performance and drive accountability.
• Lead governance for AskFinance, including escalation pathways, service review routines, prioritization, and performance communication to leadership.
• Define and evolve the AskFinance service model, including service scope, intake pathways, routing logic, service catalog, escalation criteria, and ownership across shared services and subject matter teams.
• Ensure operational controls, documentation, and standard work align with Finance policies, service expectations, and audit requirements.
• Develop and maintain standardized procedures, workflows, decision trees, and knowledge resources to support consistent service delivery.
• Partner with enabling teams, including technology and process owners, to enhance tools, workflows, reporting, and user experience.
• Lead continuous improvement efforts that strengthen service quality, operational discipline, and the effectiveness of Finance shared services.
• Develop and advance a strategic roadmap for AskFinance to mature, expand, and scale services in alignment with organizational priorities.
• Partner with finance leaders and subject matter experts to define support models, clarify ownership, improve handoffs, and strengthen issue resolution.
• Collaborate with operational, technical, and enabling partners to support service consistency, issue resolution, and operating model effectiveness.
• Partner with the program and change management team to support readiness, communications, training coordination, and adoption of new processes, tools, and service enhancements.
• Gather stakeholder and customer feedback to improve the AskFinance experience and strengthen service delivery.
• Lead communications regarding service priorities, performance, and changes affecting AskFinance customers and stakeholders.
• Lead, coach, and develop staff while fostering a customer-focused, accountable, and continuously improving culture.

Qualifications

• Bachelor's Degree from an accredited college or university.
• Master's Degree preferred from accredited college or university.
• Eight (8) years of progressively responsible experience in shared services, finance operations, customer support operations, or other relevant operational leadership roles.
• Experience leading service-oriented operations with accountability for performance, staffing, workflow management, and measurable outcomes.
• Experience improving operational processes, service delivery models, reporting, knowledge resources, or customer support practices in a complex organization.
• Experience in finance shared services, ERP support, service desk operations, or business operations within healthcare, an academic medical center, or a similarly matrixed environment preferred.
• Experience with service management, case management, workflow, or reporting tools to support operational oversight and continuous improvement preferred.