Director, Operations; Shared Markets

Reporting to the Sr. Director, the Planning, Performance, and Enablement Customer Service plays a pivotal role in advancing the goals of Blue Shield of California and the Customer Experience department. As a key member of the Customer Service leadership team, this individual will lead and collaborate across our Share Markets operations — including subset of operational work for Government and Commercial areas that includes Provider, offshore back office, social media, and Behavioral Health operations, as well as Blue Card and our Hawaii Blues operations teams.

Specifically the Director of Shared Markets Customer Service role will be accountable for:

Your Work

In this role, you will:

• Strategic and Tactical Planning for Provider, offshore back office, social media, and Behavioral Health operations, as well as Blue Card and our Hawaii Blues operations and service delivery
• Develops business strategies for those service teams
• Manages service, regulatory, contractual performance guarantees and financial performance of those lines of business
• Defines and implements organizational structure to facilitate business performance. Ensure optimization of resources by resolving any duplicative improvement efforts and organization structures.
• Provides executive oversight and leadership to Managers responsible for creating and driving the implementation of operating plans, which are required to support immediate and long-term business strategies.
• Ensure customer-driven Key Performance Indicators (KPIs) and goals are in place, reflecting and measuring our strategic, competitive, and regulatory position through ongoing measurement, reporting, and root cause analysis.
• Guides and develops near-term operating plans for designated area of responsibility.

Your Knowledge and Experience

• Bachelor’s degree required or equivalent
• Master's degree preferred
• Requires at least 10 years of experience, including at least 6 years of management experience
• Call center fundamentals and experience required, including experience with managing and leading a Provider contact center as a requirement
• Experience in reengineering call centers to achieve goals
• Experience with regulatory agencies
• Knowledge of Health Plan programs required
• Executive leadership, communication, and influence, change management
• Critical thinking and decision making
• Problem solving & adaptability
• Emotional intelligence and team leadership

About Blue Shield of California

As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan;
Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.

At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.

Blue Shield isa U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair
360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!

Our Values:

• Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we’re going to do and by acknowledging and correcting where we fall short.
• Human. We strive to listen and communicate effectively, showing empathy by understanding others'…