Dir, Enterprise Applications

Horizon Blue Cross Blue Shield of New Jersey•Newark, NJ

11h•$170,200 - $236,775

About The Position

The Director of Enterprise Applications partners with business customers and corporate leaders to create technology and digital strategy for multiple business application products, ensuring alignment with Horizon’s overall strategic plan. The role maintains, plans, and implements major modifications across a portfolio of approximately 150 applications and is accountable for service quality, performance, and availability. It directs the software development lifecycle for new and existing in-house and vendor off-the-shelf application assets. This role leads multiple application teams of up to approximately 350 full-time equivalents, including Horizon employees and onshore and offshore contingent resources. It manages workforce strategy, team engagement and development, customer partnerships and demand management, application delivery and portfolio roadmaps, production support, vendor and contract relationships, and budgets of approximately $5 million. It also advances Agile and DevOps practices and supports consistent customer experiences across digital and assisted channels.

Requirements

High school diploma or GED required.
Ten to fifteen years of professional experience in information systems delivery.
At least six years of managerial experience specifically supervising technology staff.
Expertise in the software development lifecycle.
Experience in software engineering, application development, integration, and maintenance.
Proven ability to deliver high-quality software products and applications on time and within budget.
Experience successfully managing complex technology programs and projects.
Demonstrated ability to lead large, diverse technology teams effectively.
Strong organizational, analytical, and problem-solving skills.
Deep knowledge of Agile frameworks, including Scrum, Kanban, and SAFe, and experience leading Agile delivery at scale.
Demonstrated experience with complex customer service technology ecosystems, including CRM, IVR, portals, mobile applications, APIs, and integrated backend systems.
Knowledge of customer experience measurement and using survey and feedback data to drive technology and process improvements.
Knowledge of omnichannel strategies and technologies supporting consistent experiences across digital and assisted customer channels.
Familiarity with DevOps practices, including CI/CD pipelines, automated builds, testing, and cloud deployment.

Nice To Haves

Bachelor’s degree, or relevant experience in lieu of a degree.
Lean Six Sigma certification or training.
Project Management certification or training.
Agile or Scaled Agile training and related certifications.
Experience with web and mobile application architecture and deployment across iOS, Android, and responsive web platforms.
Experience designing and implementing customer-facing portals that provide intuitive, responsive experiences.
Familiarity with UX design and guided support tools to enhance customer journeys and reduce friction.

Responsibilities

Develop technology and digital strategy and roadmaps with business customers and corporate leaders, aligned with corporate strategy.
Maintain, plan, and implement major modifications across an application portfolio of approximately 150 applications; ensure quality, performance, and availability service levels.
Direct and oversee the software development lifecycle for in-house and vendor off-the-shelf applications.
Develop workforce strategy and balance internal and external technology talent, budget, and skills to meet customer demands.
Manage and engage large application teams, including hiring, training and skills development, performance management, communication, and compliance with company requirements and policies.
Lead teams through organizational culture transitions and manage multiple teams of up to approximately 350 full-time equivalents, including employees and onshore/offshore contingent resources.
Establish business partnerships, serve as a strategic technology liaison, and maintain transparent demand management across product teams.
Use customer survey, satisfaction, and feedback data to identify systemic improvements and enhance customer experience.
Partner with business and technology stakeholders to advance omnichannel strategies and consistent experiences across portals, mobile applications, IVR, and other customer touchpoints.
Embed software development best practices and quality standards across architecture, engineering, integration, testing, acceptance, and implementation.
Align delivery with Horizon’s SDLC methodology and advance Agile ways of working, including oversight of Scrum, Kanban, and SAFe practices and ceremonies.
Oversee design, development, implementation, and integration of complex customer service applications, including CRM and IVR solutions with multiple integration points.
Champion DevOps practices, including CI/CD pipelines, automated builds, testing, and deployment in cloud environments.
Align with the business on functional and nonfunctional requirements and delivery commitments; partner with IT, Infrastructure & Operations, and Information Security directors on divisional goals.
Ensure best-practice artifacts are developed, maintained, and readily available.
Create, manage, and implement technology roadmaps for application product lines within the role’s span of control and align teams to enterprise, information security, and data governance architecture standards.
Maintain 24x7x365 production support and agreed service levels for performance, availability, and quality.
Develop vendor strategy in line with budgeted demand and workforce strategy; partner with Legal and Procurement on vendor terms and contracts.
Manage vendor relationships, resource numbers and skill mix for capacity services, delivery metrics for fixed-price contracts, and adherence to contractual SLAs, terms, and quality expectations.
Uphold controls for financial information, business transactions, legal and regulatory compliance, and operational effectiveness and efficiency.
Manage monthly and yearly budgets of approximately $5 million and direct strategies to increase efficiency and throughput while maintaining cost and quality.
Ensure timely adherence to EBTS and Horizon administrative and compliance policies.