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Senior Director, Contact Center Technologies

Company: Centene
Location: Auburn
Posted on: July 9, 2024

Job Description:

You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you'll have access to competitive benefits including a fresh perspective on workplace flexibility.
Position Purpose:The role is positioned within Centene's Digital Experience & Engagement (DXE) team, which is charged with delivering seamless, highly personal digital-first experiences - positively impacting health journeys and outcomes to build trusting, lasting relationships with all our members, prospects, providers, and communities. This Senior Director position is accountable specifically for the experience delivered to our members, prospects, and providers through our contact center technologies and will be responsible for driving the creation of the vision, strategy, and roadmaps. As a part of this position, this person will be accountable for a holistic service design, which encompasses all user touchpoints . In addition, the individual in this position will ensure that business, user, and technology needs are addressed through continuous analysis, iteration, solutioning, and delivery.

  • Responsible for the definition, delivery, and value realization of all the experiences and journeys delivered via our contact center technologies.
  • Develop and drive the omni-channel product vision, strategies and roadmaps for our customer's experience through the contact center technologies.
  • Deep comprehension of the product's OKRs and identifying specific, transformative journeys that will drive fulfillment of the OKRs.
  • Extensive awareness of each product's and service's strengths and limitations relative to market trends, competitive analysis, consumer expectations, and market/industry opportunities and evolution
  • Accounting for both the individual journeys within the Experience and cross-Experience journeys/interactions across all other Experiences and Customer Types
  • Absorbing, understanding, and translating internal data metrics and analysis into respective deliverables
  • Inspire and mentor product managers in defining and driving the delivery of innovative, compelling, omni-channel roadmaps and corresponding deliverables.
  • Responsible for guiding the strategic product direction for department.
  • Responsible for the product road map, development and implementation, opportunity identification, business case development, industry research, and new product introduction across the product set.
  • Responsible for end-to-end product governance from concept to production of multiple products at a global level.
  • Align and engage stakeholders on complex business needs into a product strategy on a global level.
  • Lead the translation of business strategy into product strategy and roadmaps by facilitating the collaboration and alignment of business leaders and technology teams.
  • Responsible for the overall product lifecycle of multiple enterprise-wide products including design, development and implementation and support.
  • Ensure the ongoing funding and investment of product development and ensure the measure efficiencies gained, value realized and ROI.
  • Ensure the overall health of the agile development process providing coaching and monitoring of the process to ensure productivity and efficiency of the development process and team's engagement.
  • Collaborate and influence senior leadership and technology teams to negotiate and agree on proposed new systems and changes to existing systems and practices.
  • Actively synthesize and integrate market changes and technology improvements into actionable improvements for products.
  • Act as a thought leader by partnering closely with internal and external stakeholders to provide a global viewpoint and extend applications across use cases.
  • Drive a sustainable cyclical process of business value, financial review, forecasting, idea generation, opportunity sizing, business case preparation, product development, and implementation.
  • Responsible for aligning and engaging stakeholders on complex business needs into a product strategy on a global level across the Centene organization.
  • Own the end-to-end product governance from concept to production of multiple products at a global Centene level.Education/Experience:Bachelor's degree in Business or related field.10+ years of business operations and systems integration experience for call center, enrollment, billing, payment processing, or similar operations applications.5+ years of experience in agile software development and large-scale program and project management.Management experience with budgeting and business case development.Ability to turn complex cross-channel interactions into intuitive, seamless customer experiences.Exceptional skills in research, analytics, design thinking, and behavioral insights and translating that into differentiating customer experiences.Extensive experience in relationship building, motivation, and curiosity to bring together different personalities for creative thinking and collaborative solutioning. Extensive experience engaging with UX designers, engineers, researchers, SMEs, and company leaders in a constructive and collaborative relationship where you can both learn and influence.Excellent written, verbal communication skills and presentation building/delivering skills, with the ability to agilely adapt to the respective audience (team member to senior leadership)Previous management experience including responsibilities for hiring, training, assigning work, managing performance of staff and change management.Health insurance and contact center product management experience preferred.Pay Range: $178,500.00 - $338,800.00 per yearCentene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Keywords: Centene, Auburn , Senior Director, Contact Center Technologies, Executive , Auburn, Washington

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