Kaiser Permanente Executive Director, Contact Center Systems and Applications in Burbank, California
Market area spans Program wide across seven Kaiser Permanente regions (NCAL, SCAL, NW, CO, GA, HI, MAS) as a national shared service in the Member Service & Performance Improvement function. This position plays a key, leadership role in the continued development, direction and operation of KP-s Member Service Contact Centers technology platform. This position will develop partnerships with leaders from KPIT, seven Kaiser Permanente regions (NCAL, SCAL, NW, CO, GA, HI, MAS) and Customer Service and Performance Improvement to ensure alignment between technology and business objectives, the ongoing delivery/support of technology and services that fulfill business strategies/objectives. It is accountable for the development and execution of an enterprise infrastructure for maintenance, governance, change and projects impacting the contact center shared technology stack. In addition, this position will have accountability for the MSCC workforce management function including forecasting, scheduling, and reporting that ensures appropriate staffing across four centers, over 2,000 agents, and the handling of approximately 13M phone calls annually. This position will act as an advisor to stakeholders (Customer Experience Group) and communities of interest (Kaiser Permanente regions NCAL, SCAL, NW, CO, GA, HI, MAS) in matters of contact center strategy, technology, applications and services. While representing business interests, this position will foster and maintain relationships with hardware/software manufacturers, such as Verizon and Hewlett Packard and consulting firms, such as Dell and Accenture within the Customer Service and Performance improvement domain in order to identify and leverage emerging trends and technologies. This position will report directly to the Vice President of Document Management Shared Service.
Essential Functions:- This position leads a team made up of direct reports, matrixed employees and contractors, and is responsible for, but not limited to the following:- Development of technology strategy that aligns with business strategy/objectives that also helps realize the vision of One KP. - Strategic direction for technology support team (Telephony Platform), management of priorities, escalations (backlogs of incidents from HP Chats and TI) and service level agreements. (Verizon, Hewlett Packard)- Work force management function including forecasting, scheduling and reporting across four centers, 2000+ agents and 13M phone calls annually.- $10M in annual MSCC technology implementations in partnership with KPIT - Multi-year financial planning with financial function (IT Health Plan BIO)- Alignment between business strategy/objectives (more affordable care for members and improve member and employee satisfaction) and technology (i.e. members traveling throughout the world)- Ongoing enterprise support model and team for strategic development/planning, maintenance, governance, change and projects. (MSCC Technology Users Forums)- Development and maintenance of partnerships with, and advisor to, leaders from business/operations, KPIT, vendors, consultants, communities of interest including: Customer Experience Group, Portfolio Approval Group, Portfolio Oversight Group, Portfolio Management Group, Verizon)- Entry point of new ideas/initiatives that impact or leverage technology (e.g., ideation, estimation, innovation, launch new projects). Review and monitor CSR progress on ideas, while working with PMO to gather requirements for the new ideas/initiatives.- Finance (e.g., budget development/tracking, forecasting, business case development and updating, efficiencies analyses)- Tracking of business case benefits realization across multiple regions (NCAL, SCAL, NW, CO, GA, HI, MAS).- Negotiations with regional partners across all lines of business to manage change control and ensure enterprise alignment where possible to assure process rigger across the three MSCC sites).
Basic Qualifications:Experience- Minimum ten (10) years of experience in managing the planning, implementation and production support of contact centers in the healthcare industry, managing contact center technology vendors (internal and/or external), working directly with business/end user communities in the healthcare industry.Education- B.S. degree in engineering, computer science OR four (4) years of experience in a directly related field.- High School Diploma or General Education Development (GED) required.License, Certification, Registration- N/A.
Additional Requirements:- N/A.
Preferred Qualifications:- Master-s level graduate degree and/or M.B.A. preferred.
TITLE: Executive Director, Contact Center Systems and Applications
LOCATION: Burbank, California
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.