VP Customer Operations

At Blue Cross and Blue Shield of Nebraska, we are a mission-driven organization dedicated to championing the health and well-being of our members and the communities we serve.

Our team is the power behind that promise. And, as the industry rapidly evolves and we seek ways to optimize business processes and customer experiences, there’s no greater time for forward-thinking professionals like you to join us in delivering on it!

As a member of Team Blue, you’ll find purpose, opportunities and the support you need to build a meaningful career and make a powerful impact in our community.

The VP of Customer Operations is responsible for overseeing the onboarding and servicing of both government and commercial customers. This role involves creating and executing a comprehensive customer servicing strategy, from implementation through delivery. This role will collaborate with business leaders and stakeholders to integrate customer insights into strategic and performance metrics. As a key member of the Leadership Team, the VP of Customer Operations will leverage experience, sound judgement, collaboration, and innovation to help the company meet its corporate objectives and address customer needs in a complex, dynamic, and evolving healthcare environment.

What you'll do:

• Customer Onboarding and Servicing: Develops and implements strategies for seamless service delivery to both government and commercial customers.
• Strategic Planning and Execution: Creates a comprehensive strategy focused on key priorities that support customer and organizational goals.
• Operational Efficiencies: Implements operational efficiencies through streamlined processes, leveraging technology, innovation, best practices, and key metrics of performance.
• Leadership and Development: Guides daily operations, ensures organization alignment, and fosters a culture of continuous improvement and innovation.
• Performance Monitoring and Reporting: Establishes performance monitoring and reporting systems to support service excellence, drive accountability, and provide insights for timely adjustments. Reports performance to senior leaders and relevant organizational areas.
• Stakeholder Collaboration: Acts as a key collaborator with internal and external stakeholders to address customer needs. Serves as the liaison between service operations and other departments.

To be considered for this position, you must have:

• Bachelor’s degree required in Business Administration or related field and/or 10 years’ equivalent experience leading operations, managing relationships and driving teams.

An equivalent combination of education and experience may be substituted for this requirement. The ability to meet or exceed the attendance and timeliness requirements of their departments.

The ability to work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments, and customers.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

The strongest candidates for this position will also possess:

• Master’s degree in a business-related field desired

• Improvement experience utilizing Six Sigma and Lean methodologies to drive process improvements is a plus

• Strong understanding and experience of operations in an agile environment desired

Learn more about what makes BCBSNE such an exceptional place to work by visiting NebraskaBlue.com/Careers.

We strongly believe that diversity of experience, perspective and background will lead to a better workplace for our employees and a better product for our customers and members.

Blue Cross and Blue Shield of Nebraska is an Equal Opportunity /Affirmative Action Employer - Minorities/Females/Disabled/Veterans