Director, IKC ConnectX Operations

DaVita Kidney Care • 09596 - Tennessee Remote, TN

8d • $115,000 - $183,000 • Onsite

About The Position

The Director, IKC ConnectX Operations will lead the operational strategy, adoption, utilization, and continuous innovation of IKC ConnectX across IKC Operations, in close partnership with IKC Product and cross-functional stakeholders. This leader will serve as the bridge between product capability and frontline execution—ensuring operational workflows are adopted consistently, platform investments are translated into measurable business value, and innovation opportunities are identified, prioritized, and scaled to improve teammate effectiveness, patient experience, and operational performance. This role is designed to provide dedicated leadership focus on IKC ConnectX and strengthen partnership across operations and product teams.

Requirements

• 8+ years of leadership experience in operations, transformation, product operations, enablement, or process improvement
• Experience leading adoption of technology-enabled workflow change across multi-site or matrixed healthcare operations
• Strong partnership orientation with product, analytics, change management, and frontline operations teams
• Proven ability to convert strategy into execution, including operating rhythms, KPIs, and accountability structures
• Experience with workflow standardization, change adoption, process redesign, and operational performance improvement
• Strong executive communication skills with the ability to influence without direct authority

Nice To Haves

• experience in contact center operations, care management workflows, digital transformation, or healthcare operations

Responsibilities

• Drive enterprise adoption and sustained utilization of IKC ConnectX products (e.g., NICE CXOne)
• Lead strategy and execution to improve adoption “stickiness” across IKC Operations, particularly as teams transition into standardized contact-center and workflow platforms.
• Partner with operational leaders to ensure workflows are embedded consistently across national and clinical teams and that utilization aligns with intended design.
• Identify barriers to adoption and coordinate training, communications, readiness, and feedback loops to improve teammate engagement and sustained use.
• Translate product capabilities into operational value
• Partner closely with IKC Product to shape and operationalize solutions that improve day-to-day workflows, reporting, quality, and team performance.
• Act as the operational voice in product prioritization, bringing frontline needs, workflow friction points, and change-readiness considerations into solution design.
• Support rollout and scaling of key capabilities including workflow standardization, reporting enhancements, telephony optimization, and integrated operational tooling.
• Own operational performance and value realization
• Establish and monitor success metrics tied to adoption, utilization, operational efficiency, teammate productivity, service levels, and patient engagement outcomes.
• Use data and reporting to identify performance opportunities, inform leader action, and improve visibility into team and platform effectiveness
• Drive realization of efficiency opportunities enabled through platform optimization, workflow redesign, automation, and simplification.
• Lead cross-functional innovation in partnership with IKC Product
• Identify, prioritize, and incubate innovation opportunities that improve clinical and operational workflows, including automation, AI-enabled coaching, documentation efficiencies, and future-state workflow design.
• Build business cases and operational requirements for new capabilities by connecting frontline pain points to scalability, quality, and labor-efficiency opportunities.
• Serve as a cross-functional integrator across operations, product, analytics, change management, and enablement teams to move initiatives from concept to execution.
• Advance standardization, workflow integration, and future-state operating model design
• Drive efforts to unify platforms and standardize processes across roles and teams to improve consistency, efficiency, and accountability.
• Help define future-state operating models that move the organization from reactive operations toward more predictive, decision-driven management.
• Support integration-oriented improvements that create a more seamless experience across workflows, systems, data, and reporting.
• Influence through leadership and stakeholder partnership
• Build trusted relationships with IKC Operations, IKC Product, and adjacent stakeholders to align priorities, accelerate execution, and resolve operational friction.
• Lead with an operator-first mindset while balancing strategic thinking, execution rigor, and cross-functional collaboration.
• Communicate clearly with leaders at multiple levels, translating complex operational and product topics into actionable decisions and measurable plans.

Benefits

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, Headspace®, backup child and elder care, maternity/paternity leave

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed