[Hiring] Director of Service Optimization @Banner Health

Role Description

This position is a high-level strategic leader responsible for creating exceptional experiences across customer service and operational support processes. This role optimizes service experiences by combining operational subject matter expertise with process innovation and technology implementation. This position leads a team of high-level consultants, problem solvers, data analysts, and super users of key technology solutions. This position leads the vision, prioritization, execution, and continuous evolution of innovation, technology, and processes across customer service and revenue cycle. This position must be an expert at the technologies used to deliver exceptional experiences and be deeply familiar with the databases and data flows that make those experiences possible. This position leads cross-functional teams of leaders in IT, HR, Marketing, finance, and operations to execute their vision of service optimization. They lead and participate in governance, communicating and aligning with executive leadership, and work as one team.

Core Functions

• Leads and mentors a multidisciplinary team of high-performing subject matter experts, including consultants, analysts, and technology super users.
• Drives service optimization initiatives through process improvement, automation, and streamlined workflows.
• Owns the vision and execution of a complex operational roadmap of upcoming features and enhancements.
• Leverages existing knowledge and experience to serve as a strategic liaison between business and technical teams.
• Provides subject matter expertise in service optimization data sets and databases.
• Establishes and enforces standards, policies, procedures, application use, and end-to-end process documentation.
• Oversees the preparation of business cases and proposals for new technologies and process improvements.

Qualifications

• Strong technical and business knowledge typically obtained through completion of a Bachelor’s degree in Business, Technology, Engineering, or a related field.
• At least seven to ten years of experience in the customer or operations technology field.
• Strong experience in managing technical products, using databases, customer relationship management data, email/text automation, or electronic health record systems.
• Excellent communication skills and the ability to translate technical concepts into digestible terms for business and leader consumption.
• Comfortable with public speaking in front of large audiences.
• Ability to develop a clear, realistic, and actionable vision, as well as provide results-oriented strategic and systems leadership.
• Excellent problem-solving and analytical skills; detail-oriented with the ability to oversee projects from origin through execution.

Requirements

• Master’s degree in Business, Technology, Engineering, or a related field (preferred).
• Advanced analytic capabilities using SQL or other query language (preferred).
• Ability to manage large data sets in platforms such as Business Objects, Teradata, Tableau, or other tools (preferred).
• Certifications in platforms such as Salesforce (highly desired).
• Other certifications in business processes such as Lean, Six Sigma, Scrum, or Agile (preferred).

Benefits

• Option to participate in a variety of health, financial, and security benefits.
• Eligibility for the Management Incentive Program as part of the Total Rewards package.

Estimated Pay Range

$50.12 - $83.54 / hour. Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting.

EEO Statement

EEO/Disabled/Veterans. Our organization supports a drug-free work environment.

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