Planning and Execution Director, Contact Center Technology at Elevance Health in Woburn, Massachusetts

Job Description:

Carelon's Contact Center Strategy Organization is seeking a Planning and Execution Director. Reporting directly to the VP of Strategic Initiatives, this role will drive the reporting strategy and oversee the daily operations, providing support to a team of project managers. This is a prominent position due to the high-profile investments in our technology modernization initiatives and involves regular reporting to C-Level executives. The Director will manage all aspects of reporting and governance, maintaining comprehensive metrics on the schedule, cost, benefits, and risks at all times. Additionally, the Director will develop response mechanisms for consistently monitoring and reporting on a $50M portfolio encompassing 20+ projects. This position can work in a hybrid way from any US Elevance Health corporate location, and the internal job title is Business Strategy Plan Director.


How you will make an impact:

• Understands all aspects of the business and partners with executive leadership to define strategy and successful criteria for the future.
  
  


• Translates strategy into defined tactics, programs/projects priorities, and timelines and ensures alignment and attainment of enterprises strategic plans to turn strategy into reality.
  
  


• Documents strategic priorities such as external environment and reports on customer insight research initiatives.
  
  


• Builds and leverages relationships to provide innovative solutions to complex business problems.
  
  


• Proposes opportunities to improve results based on continuous needs assessment.
  
  


• Responsible for the development implementation and monitoring of line of business planning and project activities.
  
  

Requires a BA/BS degree in a related field and a minimum of 10 years of related experience including prior leadership experience and 3 to 5 year strategic planning; or any combination of education and experience, which would provide an equivalent background. Master's degree preferred.


Highly preferred:


-Experience with Project management at the program level, managing multiple, high-value projects across a matrix enterprise.


- Experience leading technology projects such as CRM implementations, IVR automation, chatbot installations, AI-Powered Knowledge Management, and other contact center technology - in an operational business.


-Experience designing a governance structure and reporting for a large portfolio of technology projects Apply Now