Director, Operations; Shared Markets

Your Role

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 operational work for Government and Commercial areas that include Provider, offshore back office, social media, and Behavioral Health operations, as well as Blue Card and Hawaii Blues operations teams.

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

• 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
• Bilingual (Spanish) a plus

• Executive leadership, communication, and influence, change management
• Critical thinking and decision making
• Problem solving & adaptability
• Emotional intelligence and team leadership