Director, Service Delivery
About The Position
The Director, Service Delivery is responsible for the day‑to‑day operational performance, service quality, and client outcomes for all live programs and services. This role owns service execution, SLA performance, issue management, and continuous improvement, ensuring operations are stable, compliant, and scalable. The Director of Service Delivery is the final authority on operational readiness, steady‑state ownership, and service sustainability. The Director, Service Delivery is accountable for operational performance and service quality for live services, service level agreements, regulatory compliance outcomes, incident management, escalations and resolutions. They are responsible for acceptance of implementations into steady state, staffing, capacity and operational readiness. They will drive continuous improvement and operational optimization and client and stakeholder satisfaction for ongoing services.
Requirements
- Bachelor's Degree
- 5 or more years of technical progressive operational experience in a call center or operational environment
- 5 or more years of management experience over a large metric-intensive operational unit
- Experience managing service level agreements and client-facing commitments
- Cross functional collaboration
- Experience operating in a regulated or high-risk environment
- Demonstrated capability with coaching and developing associates formally and informally
- Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
- Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio
- Ability to manage multiple tasks and deadlines with attention to detail
- Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders of Humana
- Demonstrated problem solving skills; ability to give direction and make sound business decisions
- Experience with Department Budget oversight
- Track record of driving operational improvements that support business strategy
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Nice To Haves
- Prior Experience in healthcare or insurance setting
- Prior demonstrated experience with project management, process improvement or process design
- Six Sigma or Lean experience
Responsibilities
- Day-to-day operational performance, service quality, and client outcomes for all live programs and services.
- Service execution, SLA performance, issue management, and continuous improvement.
- Ensuring operations are stable, compliant, and scalable.
- Final authority on operational readiness, steady-state ownership, and service sustainability.
- Accountable for operational performance and service quality for live services, service level agreements, regulatory compliance outcomes, incident management, escalations and resolutions.
- Responsible for acceptance of implementations into steady state, staffing, capacity and operational readiness.
- Drive continuous improvement and operational optimization and client and stakeholder satisfaction for ongoing services.
Benefits
- medical
- dental
- vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance
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What This Job Offers
Job Type
Full-time
Career Level
Director
