Director, Operations

Summary

The Director, Operations oversees the operational and quality activities at every level of the organization. Leads the strategic direction, operational excellence, and cultural vision of the organization’s member-facing contact center.  The Director, Operations also is accountable for best-in-class service experience, championing member needs across the enterprise while driving initiatives that improve access, satisfaction, and operational metrics.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Serve as the senior leader and subject matter expert for the member service operations, advocacy practices, and contact center excellence.
• Identify solutions and resolve business problems across the enterprise, with a focus on customer satisfaction and quality that reinforce a member-first mindset;
• Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization;
• Prepare and present progress updates to appropriate management channels on a regular basis, ensuring that innovation is being achieved;
• Coordinate internal and external resources to ensure that projects remain within scope, schedule, and budget, collaborating with staff in various departments;
• Manage data collection for updating key performance indications (KPIs) to achieve call center and program service targets, eliminate errors and dissatisfaction , and deliver excellent customer service;
• Partner with cross-functional teams to resolve complex member issues and improve processes;
• Grow the efficiency of existing processes and procedures to enhance and sustain the organization’s internal capacity;
• Build, mentor, and develop a high-performing leadership team capable of scaling operations and delivering exceptional service;
• Actively pursue strategic and operational objectives;
• Ensure operational activities remain on time and within a defined budget;

Supervisory Responsibilities        

Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BA/BS Degree or equivalent; plus 10 years’ related experience; 10 years of SME in respective area(s); (or equivalent combination of education and experience); and 8 years supervisory experience; Supervisory experience may be substituted with 10 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be  completed within 12 months in new position. 

Computer Skills

To perform this job successfully, an individual should have at minimum intermediate knowledge of HRIS systems, talent management, and applicant tracking systems, and Microsoft Office Suite applications.

Certificates, Licenses, Registrations

Certification in Lean, Six Sigma, or project management preferred.

Other Skills and Abilities

• Strategic thinker who can translate vision into operational reality.
• Strong expertise in contact center KPIs, workforce management, and quality assurance.
• Demonstrates sound business judgment and integrity.
• Must have experience in partnering with an executive-level team members and have a high level of verbal and written communication skills.
• Must be customer focused, both internal and external to the company
• Strong Multitasking abilities
• Strong analytical skills.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Language Skills

• Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Competencies To perform the job successfully, an individual should demonstrate the following competencies: