Director II Digital Operations

Elevance Health•Atlanta, GA

5d•Hybrid

About The Position

Oversees a combined digital and operations unit(s); executes strategies to deliver industry leading digitized service results. Serves as a leader across departmental lines to further penetration of operational digitization, E2E efficiencies, lowered administrative costs, and an excellent member and provider experience. Leads a product-led delivery model across claims technology platforms and enterprise delivery capabilities. Aligns demand, roadmaps, capacity, and governance to deliver scalable solutions across Government and Commercial claims. Advances execution through disciplined intake, automation, configuration-first delivery, and strong product lifecycle management. Establishes clear intake, prioritization, and portfolio governance so capacity is focused on the highest-value work. Improves delivery speed, first-pass quality, and throughput by reducing rework and avoidable handoffs. Strengthens product health, delivery readiness, risk visibility, and executive decision-making. Partners across business, Operations, IT, Compliance, Audit, WFM, and other stakeholders to enable sustainable outcomes. Enables effective achievement of digital operations organizational objectives. Participates with peers and digital operations leadership to deliver on strategic plans and objectives. Leads overall strategic work streams for transformational priorities which requires significant accountability and management of numerous special projects. Plans, directs, and controls the resources and efforts of a unit(s) within blended Digital Operations organization. Executes objectives of the company and the blended Digital Ops organization. Responsible & accountable for implementation/management of digitization initiatives that demonstrate understanding of current and future operational business processes that digitization does/can enable. Obtains resources (people, funding, material, support) to get things accomplished within units of responsibility. Ensures compliance with state and federal regulations. Oversees strategic planning, budget development, and management for a single large or multiple cost centers, contract compliance, and any necessary integration of government regulatory requirements. Manages an enterprise suite of applications by developing digitization forecast and delivery plan. Ensures disaster recovery and business continuity plan are implemented, monitored, and updated on a recurring basis. Delivers operational guidance and offers system solutions that support the operations of their functional areas on a 24x7x365 basis. Plans and executes annual projects while maintaining profit and loss (P&L) responsibility. Hires, trains, coaches and evaluates performance of direct reports. Provides leadership in motivating subordinates to accomplish the Digital Ops organization goals and objectives. Develops a strong team through training and effective organizational development practices. Implements the policies, practices, and procedures of the company and blended digital and operations organizations. Manages direction of information system and programming activities of technical staff. Leveraging reporting and analytics tools, continually monitors procedures and operational metrics to ensure these are met by staff. Manages across geographically diverse associates and vendor partners. Staff is typically located in multiple sites and/or states and utilizes multiple systems. Has fiscal responsibility for unit budget. Builds strong partnerships with market and digital leads, Benefits Administration, Provider Engagement and Contracting, Sales and Internal Audit. Effectively adjusts communications depending upon audience; translates technical and/or business issues in non-technical/non-jargon terms to non-technical or executive audiences. Effectively consults, facilitates, negotiates and persuades. Effectively interfaces with external contacts, e.g. customers and agencies. Negotiates the resolution of intra-organizational issues in the balanced best interests of the business. Position requires significant and regular external contact with customers or agencies. Hires, trains coaches, counsels, and evaluates performance of direct reports.

Requirements

Requires an BA/BS degree in Information Technology, Computer Science or related field of study and a minimum of 8 years experience leading technology (application development, configuration, maintenance or implementation and support) teams and/or cross functional project (technology and operations) teams; or any combination of education and experience which would provide an equivalent background.
Requires 7 years' management experience.

Nice To Haves

Health insurance industry experience strongly preferred.
Experience leading claims technology or operations across Government and Commercial lines of business.
Product management, portfolio governance, roadmap, backlog, and lifecycle ownership experience.
Experience with intake governance, demand prioritization, capacity planning, and production-support models.
Working knowledge of automation, AI-enabled delivery, configuration-first solutions, and automated testing.
Demonstrated success leading complex, cross-functional transformations and advising executive stakeholders.
Ability to use delivery, quality, financial, and product-health metrics to guide decisions.

Responsibilities

Oversees a combined digital and operations unit(s); executes strategies to deliver industry leading digitized service results.
Serve as a leader across departmental lines in order to further penetration of operational digitization, E2E efficiencies, lowered administrative costs and an excellent member and provider experience.
Lead a product-led delivery model across claims technology platforms and enterprise delivery capabilities.
Aligns demand, roadmaps, capacity, and governance to deliver scalable solutions across Government and Commercial claims.
Advances execution through disciplined intake, automation, configuration-first delivery, and strong product lifecycle management.
Establish clear intake, prioritization, and portfolio governance so capacity is focused on the highest-value work.
Improve delivery speed, first-pass quality, and throughput by reducing rework and avoidable handoffs.
Strengthen product health, delivery readiness, risk visibility, and executive decision-making.
Partner across business, Operations, IT, Compliance, Audit, WFM, and other stakeholders to enable sustainable outcomes.
Enable effective achievement of digital operations organizational objectives.
Participates with peers and digital operations leadership to deliver on strategic plans and objectives.
Leads overall strategic work streams for transformational priorities which requires significant accountability and management of numerous special projects.
Plans, directs, and controls the resources and efforts of a unit(s) within blended Digital Operations organization.
Executes objectives of the company and the blended Digital Ops organization.
Responsible & accountable for implementation / management of digitization initiatives that demonstrates understanding of current and future operational business processes that digitization does/can enable.
Obtains resources (people, funding, material, support) to get things accomplished within units of responsibility.
Ensures compliance with state and federal regulations.
Oversees strategic planning, budget development, and management for a single large or multiple cost centers, contract compliance, and any necessary integration of government regulatory requirements.
Manages an enterprise suite of applications by developing digitization forecast and delivery plan.
Ensures disaster recovery and business continuity plan are implemented, monitored, and updated on a recurring basis.
Delivers operational guidance and offers system solutions that support the operations of their functional areas on a 24x7x365 basis.
Plans and executes annual projects while maintaining profit and loss (P&L) responsibility.
Hires, trains, coaches and evaluates performance of direct reports.
Provides leadership in motivating subordinates to accomplish the Digital Ops organization goals and objectives.
Develops a strong team through training and effective organizational development practices.
Implements the policies, practices, and procedures of the company and blended digital and operations organizations.
Manages direction of information system and programming activities of technical staff.
Leveraging reporting and analytics tools, continually monitors procedures and operational metrics to ensure these are met by staff.
Manages across geographically diverse associates and vendor partners.
Builds strong partnerships with market and digital leads, Benefits Administration, Provider Engagement and Contracting, Sales and Internal Audit.
Effectively adjusts communications depending upon audience; translates technical and/or business issues in non-technical/non-jargon terms to non-technical or executive audiences.
Effectively consults, facilitates, negotiates and persuades.
Effectively interfaces with external contacts, e.g. customers and agencies.
Negotiates the resolution of intra-organizational issues in the balanced best interests of the business.
Hires, trains coaches, counsels, and evaluates performance of direct reports.