Director, Production Support and Fulfillment

Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. BCBSAZ offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

This work opportunity requires residency, and work to be performed, within the State of Arizona.

PURPOSE OF THE JOB

Director, Production Support and Fulfillment: Responsible for overseeing the production of the reported operational issues and downstream delivery of all fulfillment related items, i.e., ID card, welcome kits, outbound correspondence, billing, etc. to support all segments within the organization. Lead a team of

individuals who have specialized tasks related to production and fulfillment processes. Manage all team members and align towards strategic organizational plan.

QUALIFICATIONS

REQUIRED QUALIFICATIONS

1. Required Work Experience

· 8 years of management experience

· 5 years of fulfillment vendor oversight and process improvement

· 4 years of production support resolution, root cause analysis and process improvement

2. Required Education

· College degree or equivalent years of experience

3. Required Licenses

· N/A

4. Required Certifications

· N/A

PREFERRED QUALIFICATIONS

1. Preferred Work Experience

· 7 years of management experience

· 5 years of experience in project management

· 5 years of experience in developing short and long range strategic plans, forecasting, and budgeting

2. Preferred Education

· Master’s degree in business administration or related field

3. Preferred Licenses

· Lean Six Sigma Black Belt

4. Preferred Certifications

· N/A

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

· Direct and manage staff responsible for the coordination, implementation, communication/education and on-going support of all production support issues and fulfillment with vendor. This is inclusive of system changes affecting the internal and external customers related to production support and fulfillment processes used within the organization.

· Identify strategic directions/options for managing production support and fulfillment end to end, including budget forecasts, system roadmaps and functionality.

· Develop and implement tactical and operational plans for production support resolution and dashboards for review internally within the executive leadership associated with closed production support tickets and fulfillment by vendor of ID cards, welcome kits and outbound correspondence.

· Conduct assessments of core business processes internally with business owners to strengthen end to end process approaches and identify strategic improvement goals.

· Oversee application of process improvement including data analysis and decision making based on fact. Promote the use of data analysis and fact based decision-making.

· Participate in strategic planning activities and contribute to departmental and cross-functional teams to achieve BCBSAZ goals and ensure future success.

· Direct complex research and root cause analysis. Ensure issues are elevated with appropriate priority accompanied by recommendations and/or options for resolution.

· Work closely with business leaders and subject matter experts to identify and maximize opportunities to utilize technology that will improve business processes, promote strategic use of information technology, and enable the workforce to use technology for improved productivity.

· Review production and operating policies to ensure that the most efficient processes are in place and determine strategies to improve processes and services that can be streamlined and/or improved.

· Oversee day-to-day departmental administration by coaching and motivating managerial staff and departmental personnel to make maximum use of experience and skills.

· Monitor quality performance measures, develop and maintain effective workflows, and seek to maximize system efficiencies.

· Manage use of corporate funds including budgeting, financial management, and reporting. Identify opportunities to achieve administrative efficiencies while maintaining service.

· Maintain effective working relationships to ensure teamwork in achieving corporate goals.

· Perform all other duties as assigned.

COMPETENCIES

REQUIRED COMPETENCIES

Required Job Skills

· Proficiency in process improvement and business process design.

· Strong analytical skills. Data analysis, process analysis, root cause analysis and problem solving skills.

· Strong written and verbal communications..

· Strong project management skills.

· Intermediate PC proficiency

· Intermediate skill using departmental BCBSAZ and BCBSA software.

Required Professional Competencies · Strong negotiation skills. · Excellent active listening skills. · Ability to identify impact of changes, in order to identify and mitigate risks. · Recognize strategic opportunities and use data to make timely and sound decisions. · Knowledge of how to brainstorm process improvements and assist management with project selection criteria. · Experience in conceptualizing new business architecture and infrastructure. · Knowledge of statistical concepts and capabilities. · Knowledge of principles and methods related to effectively implementing change management. · Flexibility and willingness to adjust to shifting demands/priorities. · Ability and experience to assimilate multiple new functions, services, projects and systems while maintaining existing systems and programs.

Required Leadership Experience and Competencies

· High standard of performance while pursuing aggressive goals

· Principled leadership and sound business ethics

· Demonstrates political awareness and a proven track record of building effective working relationships with senior

level business partners both internally and externally.

· Ability to coordinate with stakeholders across the company and manage occasionally competing interests.

· Ability to work with others collaboratively in a constantly changing environment.

· Ability to motivate and empower associates at all levels and encourages innovation and risk taking.

· Advanced customer relationship management skills

· Leadership and matrix management skills

PREFERRED COMPETENCIES

1. Preferred Job Skills

· Knowledge of current data mining and reporting tools and technologies.

2. Preferred Professional Competencies

· Thorough knowledge of the company’s needs, policies and culture

3. Preferred Leadership Experience and Competencies

· Ability to lead others in the same or higher levels to a valuable solution that may be novel or have no known set

precedence in the operational processes or outsourcing areas.

Our Commitment

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Thank you for your interest in Blue Cross Blue Shield of Arizona.  For more information on our company, see azblue.com.  If interested in this position, please apply.