Director, Operational Enablement and Excellence

Key Responsibilities

• Provides leadership to the Enablement & Excellence teams.
• Works with Sr. Managers and internal business partners to set strategy and deliver superior services to the organization.
• Senior leader oversight of peak season (Blizzard) logistics for PAIT; included but not limited to coordination of requisitions, financial approvals, asset management & planning, seasonal roles and any additional Blizzard requirements that may come up.
• Led enterprise enablement strategy and serves as a trusted advisor to operational, product, technology, and digital strategy leaders on workforce performance, adoption, and organizational effectiveness initiatives.
• Designs, governs, and optimizes workflows that effectively integrate employees, outsourcing partners, technology platforms, automation solutions, and AI-enabled capabilities.
• Oversee the Contact Center Technology and the related internal and external business relationship (i.e. Five9, Calabrio, Neustar, Citrix, Omnissa, KMS, etc.).
• Maintains oversight of business key performance indicators (KPI’s) to ensure contractual goals are being met. This includes financial (budget), business (customer) and organizational (employee) objectives.

Minimum Requirements

• 4-year degree in related field or equivalent experience, and typically requires 12+ years of professional experience and demonstrated leadership skills including minimum of 4+ years managerial experience.
• Experience in the healthcare industry at a minimum, with preferred focus on specialty pharmaceuticals, payer policy, prior authorization, and/or coverage appeals.
• Experience managing large scale contact center teams.
• Experience in continuous change management.
• Experience analyzing operational data and developing recommended strategies.
• Experience in budget, staffing and profitability models.
• Experience leading digital transformation, technology adoption, automation initiatives, or AI-enabled workforce solutions within a large-scale operational environment.
• Experience in AI governance and Quality assurance.

Preferred Skills / Experience

• Experience preparing written reports and presentations for management and client communications.
• Experience in program implementation, maintenance, and restructure.
• Strong problem solving and decision-making skills.
• Ability to effectively handle multiple priorities within a changing environment.
• Strong oral and written communication skills across all levels of the organization.
• Experience in forecasting, budgeting, staffing and profitability model.

Working Conditions

• Ability to travel up to 25% to customer sites, meetings, conferences, etc.

Pay

$134,300 - $223,800