Note: The job is a remote job and is open to candidates in USA. Delta Dental Ins. is dedicated to safeguarding the health and financial stability of their employees and their loved ones. The Vice President of Customer Operations is responsible for leading the transformation of customer care and operational excellence across the enterprise, driving digital innovation, and enhancing service delivery through strategic leadership and collaboration.
Responsibilities
- Lead the development and execution of a multi-year strategic plan for Customer Operations, positioning service excellence as a competitive differentiator
- Strengthen the Operations talent landscape through workforce planning, succession strategies, and leadership development
- Utilize data analytics and business intelligence tools to inform decision-making and continuous improvement
- Drive digital transformation initiatives, including AI integration, omnichannel engagement, and automation to modernize customer care
- Champion customer experience strategy through journey mapping, feedback loops, and personalization
- Collaborate across departments to align operations with enterprise goals, including Whole Health and value-based care models
- Ensure compliance with industry regulations and partner with legal and compliance teams to mitigate risk
- Foster a culture of innovation, agility, and inclusivity in operational strategy and execution
- Lead change management efforts to support adoption of new technologies and processes
- Build external partnerships to stay abreast of industry trends and access emerging talent
Skills
- 16 or more years of progressive leadership experience with a bachelor's degree in operations, healthcare, insurance, or a similarly complex and regulated environment, including 10 or more years of supervisory
- Proven experience overseeing enterprise operational functions, such as operational quality, vendor management, business insights/reporting
- Demonstrated success leading large-scale, cross-functional initiatives, partnering effectively with clinical, network development, product, technology, legal, and business operations teams
- Expertise in operational governance, including quality frameworks, compliance alignment, performance management, and risk mitigation
- Advanced proficiency using data analytics, business intelligence, and reporting tools to drive decision-making, forecast operational needs, and shape enterprise strategy
- Experience leading operational transformation, including workflow modernization, automation, digital enablement, and AI-informed process redesign
- Strong vendor management capabilities, with a track record of overseeing outsourced services, performance SLAs, regulatory deliverables, and operational accountability
- Executive presence with the ability to influence at the C-suite level, build alignment across diverse stakeholder groups, and communicate complex concepts with clarity
- High emotional intelligence and strong relationship-building skills, with the ability to lead teams through organizational change and evolving care delivery models
- Demonstrated ability to build and develop leadership talent, including succession planning, coaching, and elevating operational capability across teams
- Commitment to ethical leadership, inclusivity, and fostering a culture of continuous improvement
- Ability to lead effectively in virtual and hybrid environments, maintaining engagement and performance across distributed teams
- Experience in healthcare, customer care, or technology sectors strongly preferred
- Lean Six Sigma Certification-IASSC. Pref'
- Certified Project Management Professional (PMP)-PMI. Pref'
Benefits
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
Company Overview