[Remote] Vice President Customer Operations

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 its employees and their loved ones. The Vice President of Customer Operations will lead the transformation of customer care and operational excellence, driving digital innovation and enhancing service delivery through strategic leadership and collaboration.ResponsibilitiesLead the development and execution of a multi-year strategic plan for Customer Operations, positioning service excellence as a competitive differentiatorStrengthen the Operations talent landscape through workforce planning, succession strategies, and leadership developmentUtilize data analytics and business intelligence tools to inform decision-making and continuous improvementDrive digital transformation initiatives, including AI integration, omnichannel engagement, and automation to modernize customer careChampion customer experience strategy through journey mapping, feedback loops, and personalizationCollaborate across departments to align operations with enterprise goals, including Whole Health and value-based care modelsEnsure compliance with industry regulations and partner with legal and compliance teams to mitigate riskFoster a culture of innovation, agility, and inclusivity in operational strategy and executionLead change management efforts to support adoption of new technologies and processesBuild external partnerships to stay abreast of industry trends and access emerging talentSkills16 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 supervisoryProven experience overseeing enterprise operational functions, such as operational quality, vendor management, business insights/reportingDemonstrated success leading large-scale, cross-functional initiatives, partnering effectively with clinical, network development, product, technology, legal, and business operations teamsExpertise in operational governance, including quality frameworks, compliance alignment, performance management, and risk mitigationAdvanced proficiency using data analytics, business intelligence, and reporting tools to drive decision-making, forecast operational needs, and shape enterprise strategyExperience leading operational transformation, including workflow modernization, automation, digital enablement, and AI-informed process redesignStrong vendor management capabilities, with a track record of overseeing outsourced services, performance SLAs, regulatory deliverables, and operational accountabilityExecutive presence with the ability to influence at the C-suite level, build alignment across diverse stakeholder groups, and communicate complex concepts with clarityHigh emotional intelligence and strong relationship-building skills, with the ability to lead teams through organizational change and evolving care delivery modelsDemonstrated ability to build and develop leadership talent, including succession planning, coaching, and elevating operational capability across teamsCommitment to ethical leadership, inclusivity, and fostering a culture of continuous improvementAbility to lead effectively in virtual and hybrid environments, maintaining engagement and performance across distributed teamsExperience in healthcare, customer care, or technology sectors strongly preferredLean Six Sigma Certification-IASSCCertified Project Management Professional (PMP)-PMIBenefitsCompetitive base and incentive pay401(k) with robust matching and non-matching contributionsRich medical & pharmacy benefits100% employer-paid dental and vision benefitsHolistic wellbeing program with deep financial incentivesGenerous paid time off plus 12 paid holidays and your birthday offCulture of growth and learning: career development; tuition reimbursement; recognition programFamily support: adoption assistance, fertility treatment, child, elder & pet care assistanceSocial responsibility and volunteer opportunitiesEmployee discount programCompany OverviewAt Delta Dental, we’re behind millions of smiles and counting. It was founded in 1955, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www1.deltadentalins.com/about/foundation.html.