Business Operations Lead

Delta Dental•Alpharetta, GA

About The Position

The Business Operations Lead is part of the Business Operations function and serves as a strategic execution partner across Operations, including Contact Center, Mail Services, Quality Delivery, Vendor & Third Party Management, Insights & Analytics. This highly skilled role works closely with operational leaders and business subject matter experts (SMEs) to drive disciplined execution of the Operations transformation roadmap and ensure sustained progress, transparency, and value realization.

Requirements

7+ years experience in a combination of Business Ops Strategy Enablement, Program or Portfolio Management, Business Analysis, Process Improvement, or Service Delivery.
Experience working within or closely supporting Contact Center Operations and/or Enterprise Operations functions strongly preferred.
Experience driving or enabling execution environments undergoing business transformation, organizational change, and evolving priorities.
Experience operating in a matrixed, cross-functional environment with senior leadership engagement.
Demonstrated ability to manage multiple, complex, and competing priorities while maintaining alignment to long term strategic goals.
Strong analytical and problem solving skills, with the ability to synthesize complex data and insights into clear, actionable recommendations.
Advanced skill in structuring and enabling execution across large, multi stakeholder initiatives.
Ability to exercise independent judgment while navigating ambiguity, competing priorities, and enterprise wide interdependencies.
Strong presentation, verbal, and written communication skills, including the ability to influence and advise senior leaders within the organization.
Advanced proficiency in Excel, PowerPoint, and PowerBI and with the ability to produce executive ready materials.
Ability to maintain confidentiality and exercise discretion.
Excellent relationship management and interpersonal skills, with the ability to build trust and credibility at all levels of the organization.
Proven ability to lead and enable large, complex, multi area initiatives in a matrixed enterprise environment.

Responsibilities

Maintains and operationalizes the assigned portions of the annual Operations roadmap and multi year milestones, ensuring initiatives remain current, actionable, and appropriately sequenced as priorities evolve across the enterprise.
Acts independently to manage complex, cross functional initiatives by tracking progress, dependencies, risks, and delivery outcomes; synthesizes findings and provides clear recommendations to Operations leadership to support timely decision making and course correction.
Proactively takes the translated insights from Data Insights Team and turns into clear operational narratives that explain what the data shows, what it means for the business, and what actions should follow.
Uses internal and external insights to shape existing initiatives, position and frame new bodies of work, support prioritization and investment decisions, and guide operational execution.
Partners closely with across Operations to bring structure and clarity to complex work by defining scope, sequencing efforts, clarifying ownership, aligning timelines, and reducing execution friction across teams.
Translates annual strategy milestones into discrete initiatives, workplans, and execution paths; provides hands on execution enablement to ensure strategy moves from intent to delivery with accountability and momentum.
Execute on key performance indicators (KPIs) tied to strategic priorities and initiatives; tracks progress, outcomes, and impact over time to ensure consistent visibility into performance and value realization.
Partner with Insights to translate reporting, dashboards, summaries, and executive ready materials that clearly communicate progress, risks, outcomes, and interdependencies to senior leaders.
Leads initiatives and workstreams with enterprise wide impact; coordinates cross functional stakeholders to advance complex work end to end.
Proactively engages with business leaders across Operations to understand goals, constraints, and challenges, enabling effective alignment, prioritization, and execution support.