Position Summary:
The Associate Vice President (AVP), Operations is an operationally focused leadership position responsible for driving and maintaining member behavior change leveraging digital channels and traditional contact center operations resulting in effective and sustained member engagement. The AVP, Operations champions digital transformation and uses workforce management expertise to ensure operational efficiency across all interaction channels. As a key leader, they are directly responsible for partnering with senior leaders across the company, sustaining active member engagement over time, delivering operational results, operationalizing new products, and leading teams to achieve desired outcomes.
Responsibilities:
- Define and execute a cohesive operational plan that merges digital channels with contact center operations to deliver sustained member engagement and behavior change
- Lead the day-to-day operations across multiple teams focusing on achieving outcomes while ensuring compliance with service level agreements, regulatory standards, legal requirements, and quality measures
o Member Engagement – Provide operational leadership for the outbound contact center team that is charged with engaging and maintaining members in Healthmap’s Kidney Health Management program
o Workforce Management – provide support to both clinical and non-clinical departments to design and implement workforce strategies that support business growth, optimize performance, and increase operational efficiency
o Mail Fulfillment – Oversee the mail fulfilment center including mail vendor management
- Set clear team goals and delegate tasks effectively while stepping in to perform critical, hands-on work when needed to ensure program success
- Build, mentor, and manage high-performing, cross-functional teams, fostering a culture of delivering results, accountability, and continuous improvement
- Partner with leaders across the business to ensure alignment with organizational goals and deliverables and improve operational efficiency
- Manage all Member Incentive Programs ensuring appropriate ROI and effectiveness
- Evaluate and manage third-party vendor relationships supporting telecom and mail services, ensuring effective service delivery and cost management
- Utilize data analytics and key performance indicators to inform operational decisions, forecast staffing needs, monitor team effectiveness, and report to senior leadership
Requirements:
- Bachelor’s degree from an accredited four-year college or university, Master’s degree preferred
- At least 10 years’ experience in a leadership position
- Proven track record of success leading customer-focused Operations teams (specifically running inbound and outbound contact centers), driving adoption of digital solutions, and affecting meaningful behavioral change
- Demonstrated experience in transformation and delivery in high growth organizations and ability to deliver operations at scale
- Experience with providers, health insurance companies and related vendors
- Experience leading mail fulfillment teams preferred
Skills:
- Ability to lead a team to deliver sustained results
- Excellent relationship building and influencing skills demonstrated by critical thinking, adaptability, and flexibility while maintaining conviction
- Analytical orientation to understanding key metrics, identifying areas of opportunity, and reporting results to all stakeholders
- Ability to manage multiple priorities and operate in a fast-paced, rapidly changing environment
- Must be proficient in Microsoft Office Outlook, Word, Excel, PowerPoint etc.
Travel:
- Limited Travel, scheduled per needs of the business
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