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Director, Service Excellence Strategy

Company: Bright Health
Location: Minneapolis
Posted on: August 7, 2022

Job Description:

SCOPE OF ROLE
The Service Excellence Strategy Director oversees a unified approach to servicing Bright Health's constituents. They work to drive standardization, consolidation, performance management, and governance of the service excellence strategy. This individual works collaboratively with cross-functional teams on establishing service excellence across Bright Health's services ecosystem that ultimately help our constituents succeed in achieving better health together.
ROLE RESPONSIBILITIES
The Service Strategy Director job description is intended to point out major responsibilities within the role, but it is not limited to these items.


  • Standardization and Strategy - Define and develop Service Excellence strategy (standards and best practices). This includes researching existing service centers, developing, and documenting templates, blueprints, and repeatable processes and methodologies to be used across the service ecosystem.
  • Consolidation and Leveraging Assets - Strive to identify and recommend consolidation opportunities: usable assets that exist within the organization and each service area. These assets can be physical or intellectual and typically include human assets, systems/technology, subject matter expertise, program maturity, and physical space/equipment.
  • Measure and Communicate Performance -

    • Develop, in partnership with reporting/analytics, the ability to track, measure, and report on the performance of all service areas across the service organization (including the ecosystem of vendors).
    • Co-create a 3-year cross-functional service excellence roadmap to determine a future path and drive efforts towards accomplishing the goals set forth in the roadmap.
    • Responsible for communications to senior leadership and stakeholders across the service ecosystem regarding performance and the service excellence roadmap.


    • Guidance and Governance - Develop and maintain a governance structure within operations to provide direction and unification across all service areas. Maintain an awareness of all significant work efforts in which the organization is currently involved and provide representation for those efforts which directly impact service. Involvement is focused on project acceleration, alignment to service excellence strategy and risk mitigation by providing guidance.
    • Subject Matter Expertise - Identify subject matter experts (SMEs) in the service organization who can be leveraged where and when needed, based upon their specific skills and experience, relevant to project needs.

      SUPERVISORY RESPONSIBILITIES

      • This position does have supervisory responsibilities.

        HIGH-LEVEL RESPONSIBILITIES

        • Support Service Excellence Strategy
        • Daily program management
        • Define and manage the program governance
        • Plan the overall program roadmap and monitor the progress
        • Manage the risks and issues of the program and work with the teams to take corrective actions
        • Monitoring all projects to ensure that project managers meet milestones
        • Manage all stakeholders' communication
        • Interact with the teams (i.e. technology, product, market, transformation office, etc.) to understand critical milestones, deliveries and releases

          EDUCATION AND PROFESSIONAL COMPETENCIES

          • Bachelor's degree in business or a related field and 5+ years' experience in contact center operations.
          • 5+ years of operational experience in a high-volume call center and/or concierge support service environment; broad knowledge of inbound and outbound contact center environments, cutting edge technology, and new and innovative processes and systems.
          • Experience in the healthcare sector strongly preferred.
          • Requires exceptional interpersonal and communication skills with individuals at all levels; diverse individuals and groups both internally and externally.
          • Ability to drive results in a collaborative environment, creating and leading projects in a cross-functional environment
          • Comfortable with creating and managing timeline driven work plans, as well as creating process flow documentation that supports your work
          • Excellent customer service, follow up and organizational skills; Advanced experience in analysis, planning, data analysis, reporting, business intelligence and analytics preferred.
          • Experience in leveraging data and technology to solve problems or improve processes
          • Strong written and verbal communication skills
          • Ability to work independently
          • Demonstrated flexibility, organization, and self-motivation
          • MS Office Suite (PowerPoint, Word, Excel, MS Project) required
          • SharePoint experience preferred
          • Operation and financial leadership a plus

            PROFESSIONAL COMPETENCIES

            • Strong analytical and organizational skills.
            • Proven research, statistical, analytical, processing, and mathematical skills with ability to structure and conduct analyses.
            • Adaptability and the capability of multi-tasking and strong time management.

              WORK ENVIRONMENT

              • The majority of work responsibilities are performed in an open office setting, carrying out detailed work sitting at a desk/table and working on the computer.
              • Travel may be required.

Keywords: Bright Health, Minneapolis , Director, Service Excellence Strategy, Executive , Minneapolis, Minnesota

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