Vice President Customer Operations

Job Summary

The Vice President of Customer Operations will report to the Executive Vice President, Chief Operating Officer, and will be instrumental in transforming customer care and operational excellence throughout the enterprise. This leadership position focuses on integrating member and provider interactions, spearheading digital innovation, and enhancing service delivery through strategic direction and collaboration across various departments. The VP will drive initiatives aimed at improving the customer experience, optimizing operational performance, and solidifying Delta Dental's position as a leader in oral healthcare.

Responsibilities

• Spearhead the creation and implementation of a long-term strategic plan for Customer Operations, emphasizing service excellence as a key competitive advantage.
• Enhance the operational talent pool through strategic workforce planning, developing succession strategies, and investing in leadership development.
• Leverage data analytics and business intelligence tools to guide decision-making and foster a culture of continuous improvement.
• Lead digital transformation efforts, including the integration of AI, development of omnichannel engagement strategies, and automation to modernize customer care processes.
• Champion the customer experience strategy by employing techniques such as journey mapping, establishing feedback mechanisms, and implementing personalization initiatives.
• Collaborate with other departments to ensure operational strategies align with overarching enterprise objectives, including those related to Whole Health and value-based care models.
• Ensure adherence to all industry regulations and partner with legal and compliance teams to effectively manage and mitigate risks.
• Cultivate an environment that promotes innovation, agility, and inclusivity in both operational strategy and execution.
• Manage change initiatives to facilitate the successful adoption of new technologies and operational processes.
• Develop and nurture external partnerships to stay informed about industry advancements and identify emerging talent.

Qualifications

• A minimum of 16 years of progressive leadership experience, complemented by a bachelor's degree in operations, healthcare, insurance, or a similarly complex and regulated field. This includes over 10 years of supervisory experience.
• Demonstrated experience in managing enterprise-wide operational functions, encompassing operational quality, vendor oversight, and business insights/reporting.
• Proven track record of successfully leading large-scale, cross-functional projects, with effective collaboration across clinical, network development, product, technology, legal, and business operations teams.
• In-depth knowledge of operational governance, including quality frameworks, compliance alignment, performance management, and risk mitigation strategies.
• Advanced proficiency in utilizing data analytics, business intelligence, and reporting tools to inform strategic decisions, predict operational requirements, and shape enterprise strategy.
• Experience in leading significant operational transformations, including modernizing workflows, implementing automation, enabling digital capabilities, and redesigning processes with AI insights.
• Strong capabilities in vendor management, with a history of overseeing outsourced services, performance Service Level Agreements (SLAs), regulatory compliance, and ensuring operational accountability.
• Possess executive presence with the ability to influence C-suite executives, build consensus among diverse stakeholder groups, and articulate complex ideas clearly.
• High emotional intelligence and exceptional relationship-building skills, enabling effective leadership through organizational change and evolving care delivery models.
• A demonstrated ability to build and develop leadership talent, including succession planning, coaching, and enhancing operational capabilities across teams.
• A commitment to ethical leadership, inclusivity, and fostering a culture of ongoing improvement.
• Capability to lead effectively in virtual and hybrid work settings, maintaining team engagement and performance across distributed teams.
• Prior experience in the healthcare, customer care, or technology sectors is highly desirable.

Knowledge, Skills, and Abilities

• Executive presence and proven ability to influence C-suite executives and cross-functional teams.
• Expertise in customer journey mapping, experience design, and service innovation.
• Strong analytical capabilities with proficiency in tools such as Power BI, Tableau, or Salesforce.
• Demonstrated success in leading digital transformation and scaling operations.
• High emotional intelligence and effective stakeholder engagement skills.
• Strategic thinking ability with adaptability in dynamic environments.
• Technological fluency, including understanding of cloud platforms, CRM systems, and digital engagement tools.
• Commitment to ethical leadership, inclusivity, and professional integrity.
• Excellent communication, coaching, and team-building skills.
• Ability to lead effectively in virtual and hybrid work environments.

Licenses and Certifications

• Lean Six Sigma Certification (IASSC) is preferred.
• Certified Project Management Professional (PMP) from PMI is preferred.

Additional Information

The national base pay range provided is an estimate for new hires at Delta Dental. Actual compensation may vary based on the candidate's skills, knowledge, abilities, related experience, education, certifications, and ability to meet minimum job qualifications. Prevailing wages in the work location and internal equity also influence pay. This position is in Pay Grade 27, with a salary range of $209,300 - $334,900.

Delta Dental is committed to employee wellbeing and financial stability, offering a comprehensive rewards package that includes competitive base and incentive pay, a 401(k) with generous matching, rich medical and pharmacy benefits, 100% employer-paid dental and vision coverage, a holistic wellbeing program with financial incentives, ample paid time off, 12 paid holidays, and a birthday off. The company also supports professional growth through career development, tuition reimbursement, and recognition programs, as well as family support services like adoption assistance and fertility treatment. Opportunities for social responsibility and employee discounts are also available.

This role requires a background check. Qualified applicants with arrest or conviction records will be considered in accordance with applicable laws, including fair chance ordinances in California, Los Angeles County, the City of Los Angeles, San Francisco, and New York.

Delta Dental has been providing high-quality oral healthcare benefits for over 68 years, aiming to increase access to affordable care. The company fosters a culture of trust, service, excellence, and innovation, offering stability, leadership opportunities, and a collaborative work environment. Delta Dental's network includes affiliates across 15 states and other US territories, serving over 31 million people. As part of the Delta Dental Plans Association, it offers dental coverage nationwide and vision coverage in multiple states. Delta Dental is an equal opportunity employer committed to a work environment free from discrimination and harassment, considering all applicants without regard to protected characteristics.

Please note that Delta Dental Enterprise is currently unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.), or other US Territories.

Proof of eligibility to work in the United States is required upon selection for hire.