Contact Center Director, PBM Commercial Operations - Evernorth - Remote

POSITION SUMMARY

The PBM Commercial Contact Center Director is responsible for end-to-end oversight of business outcomes, member experience, and advocate experience for 500+ Advocate FTEs and multiple Global Service Partners.

Leads execution on the line of business priorities, partners with internal stakeholders and partners to deliver strategic insight and direction to leading the operation. Leads a team of managers to manage business outcomes, own the member experience, and champion the frontline advocate experience. Establishes strategic goals across the function and advances customer service strategy for PBM Commercial clients. Creates, Adapts, and executes functional or departmental business plans. Helps integrate Customer Service with other departments, and reports on quality and efficacy. Interacts with and influences senior leadership.

Primary Responsibilities

• End to end ownership of the performance of the Customer Service Operation aligned to PBM Commercial clients, inclusive of internal FTE performance as well as management and oversight of vendor performance.

• Demonstrated understanding of managing production metrics/service levels, customer experience, and production staff.

• Determines organizational objectives and interprets line of business goals and strategies into operational objectives and delivery.

• Demonstrates transformational change leadership in enabling, promoting, and growing healthcare services to be more digitally based.

• Deliver on a quality, differentiated service model, based on the individual, unique needs of our members, while also leading cost containment strategies to reduce repeat and escalated calls.

• Foster ongoing client relationships by troubleshooting escalated issues, bringing escalated issues to resolution, and putting in place proactive resolution strategies to mitigate future escalated issues based on root causes.

• Brings innovation to the Operation to deliver on test & learn initiatives and other innovative solutions to gain information on the demands from the marketplace & our customers, in order to translate the feedback into operational effectiveness plans to deliver on client and member expectations.

• Ensure quality and service standards are maintained along with client-specific contractual requirements.  

• Ability to effectively partner and to lead matrix partners to deliver on the needs of the business, such as training and Workforce Management teams.

• Partner with Account Management and Client teams, as well as Product and Technology to anticipate and plan for key business initiatives and client-specific service requirements.

• Demonstrated effectiveness working in a highly matrixed organization.

• Focus on quality customer service best practices and leverage external industry best practice insights and market trends to improve our operation.

• Strong leadership of managers of managers, influence and drive accountability.

• Provide oversight to managers and their teams to ensure follow-through on operational commitment and create operational efficiencies and cross-functional alignment.

• Develop and build leadership talent and capability within the team and direct reports. Provide stretch learning and development assignments to leaders.

• Responsible for driving the execution of a portfolio of projects, delegating responsibility to team members, project support resources and core contact center management.

Key Competencies

• Influential Leadership: Work collaboratively with the PBM leadership team and with leaders across the enterprise to ensure alignment on execution against the most critical initiatives across the enterprise and measures of success. Enables the model for Operational leaders to be end-to-end business owners of their operation, inclusive of GSP performance. Is skilled at getting individuals, teams, and an entire organization to perform at a higher level and to embrace change; negotiates skillfully to achieve a fair outcome or promote a common cause; communicates a compelling vision and is committed to what needs to be done; inspires others; builds motivated, high-performing teams; understands what motivates different people.

• Communication: Successful in communicating with a wide variety of audiences both horizontally and vertically from executive leadership, matrix partners, operational leaders, and global service partners. 

• Strategic Vision and Agility - Ability to think strategically for the PBM Commercial line of business and anticipate future consequences and trends, bring market insight and trends into shaping strategic priorit