Lead Director of Process, Business Technology

• Set strategic direction: Lead and oversee the strategy and value realization of initiatives focused enhancing member experience, operational efficiencies, and representative satisfaction
• Prioritization and execution of features and future state functionalities that meet budget commitments in terms of spend and committed values
• Balance strategic ideas against the member experience to ensure a member and client focus in our initiatives
• Guide and influence the CRM direction to ensure the appropriate operational requirements, processes, and data are accounted for to ensure outcomes and end user acceptance
• Ensure Outcomes: Must think and act strategically to drive transformative changes
• Align and manage objective and key results (OKRs) for strategic initiatives, oversee a cadence of tracking relevant metrics in an objective and efficient way to measure the status of delivery
• Business case development, sourcing the backlog, problem statements, partner with operational stakeholders to gather requirements and value propositions
• Balancing capital allocations against operational, client, and OKR’s
• Partner Across Boundaries: Works collaboratively with a diverse group of business partners and objectives across the PBM
• Serves as the central point of contact for the CRM/Compass platform to partner across business and technology partners to ensure alignment, manage deliverables, and partner in thought leadership
• Drive member and agent satisfaction targets through thoughtful and purposeful selection of best in class platform features and functionality
• The Lead director will have 5-7 direct reports, driving strategic solutions
• This leader must have excellent communication skills, critical thinking skills and problem-solving capabilities to determine root cause and effectively assess business impact
• This leader will operate with a high level of flexibility to meet the highly complex demands of a production environment, in support of clients and member base
• This leader will frequently collaborate with enterprise business partners in Operations, Information Technology (IT), IT Product, Health Care Benefits (HCB – Aetna), Account Management, Finance, Regulatory Affairs, and other partners to drive successful outcomes

• 7 + years’ work experience in operations leadership and/or strategic program delivery (preferably experience in contact centers)
• 5 + years of strong execution and delivery (planning, delivering, and supporting) skills
• Excellent organizational, analytical and problem solving skills
• The ability to manage multiple projects under aggressive timelines and budget to details
• Strong understanding of CRM products, features and capabilities in a contact center application
• Proven ability to clearly define a set of requirements that pinpoint business challenges
• Strong people management skills
• Strong collaboration and partnering abilities
• Bachelor's degree preferred
• may consider comparable work experience

Leadership experience in a Pharmacy Benefit Management and/or Healthcare environment

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility