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Senior Director, CSO Shared Services
1 year ago
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The Evolent SD, CSO Shared Services is a cross-functional role that leads teams and strategy across a variety of operational functions and in support of matrixed teams across the broader Clinical and Customer Service Operations. This individual will report to the Vice President (VP) of Customer Service Operations and will be responsible for initiating, planning, and executing on key strategic initiatives and projects that span multiple functional areas (WFM, implementations, employee onboarding, platform consolidation, and clinical licensure support).
- Lead department responsible for workforce management, implementation, and onboarding support for Customer Service and other operational teams (outside of CSO)
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Partner with Global teams on customer service and operational quality management and align with best practices and standards
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Develop enterprise WFM strategy across all clinical and customer service operational functions
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Work closely with technology teams on developing and executing on telephony and WFM platform consolidation
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Present analysis and insights for operational and business review and planning to senior leadership and stakeholders
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Develop and implement business solutions through data and process analysis and monitor the outcomes and impacts
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Support ad hoc and strategic business activities through analysis and reporting and identify opportunities and risks
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Review and report on key operational metrics and drive action plans to optimize performance and efficiency
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Produce and ensure alignment of staffing forecasts with KPI and budget models and provide recommendations based on scenario planning
- Prepare staffing data to support annual budget process and provide feedback on projections
- 10+ years of combined health care industry and/or operations experience
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6+ years of experience handling complex operations and financial issues that may have divisional or companywide scope
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Bachelor’s degree
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Polished communication style that can adjust for cross-functional groups across the organization, including executive leadership.
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Proven analytical skills that have resolved tough problems with positive, measurable and impactful outcomes.
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Track record of ownership and tenaciously looking for ways to get results and improve the status quo
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Comfort in a highly matrixed environment
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Ability to manage multiple priorities, prioritize, adapt to change, and work well under pressure
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Detail orientation and project management skills
- Ability to translate complex concepts into easily understood stories and tactical plans