Director, Associate Experience

At Zelis, we Get Stuff Done. So, let’s get to it! 

  

A Little About Us 

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

  

A Little About You 

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

The Director, Associate Experience is a strategic and hands-on leader responsible for the overall vision, strategy, and execution of the company's internal Associate Experience team. This role is a key driver of associate satisfaction and productivity, ensuring that our internal support services are not just reactive, but proactive, efficient, and aligned with the company's values of put people first, drive innovation, and build trust. The ideal candidate will transform the traditional service desk into a modern, service-oriented center of excellence that anticipates associate needs and provides a seamless, high-quality support experience.

Strategic Leadership & Vision:

• ​Develop and champion the strategic vision for the Associate Experience team, aligning it with the company's broader business and HR/IT strategies.

• ​Lead the transformation of the service desk from a transactional ticketing system to a proactive, service-oriented model focused on associate enablement and a positive experience.

• ​Collaborate with senior leadership across various departments (e.g., IT, HR, Operations, Facilities) to identify and address associate pain points and opportunities for improvement in support services.

• ​Define and track key performance indicators (KPIs) and metrics that measure not only operational efficiency but also associate satisfaction, time-to-resolution, and the overall quality of the support experience.

​Team Leadership & Development:

• ​Recruit, mentor, and lead a high-performing team of support engineers.

• ​Foster a culture of empathy, accountability, continuous improvement, and customer-centricity within the team.

• ​Establish clear career paths and professional development opportunities for team members to ensure growth and retention.

• ​Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to help team members achieve their full potential.

​Service Delivery & Operational Excellence:

• ​Oversee all associate service operations, ensuring high standards of quality, efficiency, and consistency in service delivery.

• ​Implement and optimize best practices for service management (e.g. Lean, Six Sigma, ITIL) to streamline processes and improve the associate support lifecycle.

• ​Drive the adoption of new technologies and tools (e.g., vertical and horizontal AI, self-service portals) to enhance the associate experience and automate routine tasks.

• ​Manage the service desk budget, resource allocation, and vendor relationships to ensure cost-effectiveness and maximize value.

​Associate Experience Advocacy:

• ​Act as the primary advocate for the associate experience, regularly gathering feedback through surveys, focus groups, and direct interactions.

• ​Analyze associate feedback and operations data to identify trends, root causes of issues, and opportunities for systemic improvements.

• ​Communicate performance, achievements, and upcoming initiatives to leadership