Senior Director, Enterprise Response & Resolution

Medica•Minnetonka, MN

3d•Hybrid

About The Position

Medica is a nonprofit health plan serving over a million members across multiple states. We are committed to providing personalized healthcare experiences and collaborating with providers to ensure our members receive genuine care. Our team values accountability, data-driven decisions, continuous learning, and collaboration. Our mission is to support our members and employees during their most important moments. We aim to foster a connected care community where coordinated, quality service is standard and every member feels valued. The Senior Director, Enterprise Response & Resolution, is tasked with establishing and leading an enterprise-wide capability to identify, prioritize, coordinate, resolve, and govern significant business issues, executive escalations, and organizational emergency events. This role will develop a consistent, end-to-end operating model that ensures clear ownership, timely decision-making, coordinated execution, transparent reporting, and sustained remediation across all Medica business functions. The Senior Director will act as the central point of coordination for complex issues that span organizational boundaries, cannot be resolved through standard business processes, or require executive visibility and intervention. The role also encompasses leading enterprise emergency management readiness and response, including activation, command structure, executive communications, action tracking, resolution governance, and post-event reviews. Additionally, the Senior Director will build and manage the enterprise issue-resolution workflow and its supporting technology, ensuring that tools, data, reporting, and intelligent intake capabilities align with the operating model. Other duties as assigned.

Requirements

Bachelor’s degree in business, healthcare administration, operations, risk management, organizational leadership or a related field
15+ years of progressive experience in business operations, enterprise issue resolution, risk management, emergency management, or related disciplines
10+ years of leadership experience leading cross-functional teams, strategic initiatives, organizational transformation, or business process improvement programs
Proven leadership experience building, developing, and leading high-performing teams through periods of growth, change, and transformation
Proven success establishing governance frameworks, operating models, workflows, and scalable processes that improve organizational performance and accountability
Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

Nice To Haves

Industry experience in healthcare, health insurance, or another highly regulated industry
Demonstrated success designing and implementing enterprise issue management, business resolution, crisis response, or emergency management programs
Knowledge of ServiceNow, including workflow design, intake management, case management, and/or AI-enabled process automation capabilities
Strong executive communication skills, including the ability to prepare and deliver executive briefings, status updates, and decision recommendations
Demonstrated ability to make sound decisions with incomplete information and effectively manage competing priorities during high-impact situations
Possesses the confidence and judgment to raise concerns, challenge assumptions, and provide recommendations in executive-level forums
Proven ability to foster a team culture of transparency, accountability, continuous improvement, and constructive challenge

Responsibilities

Design, implement, and continuously improve the enterprise business issue-resolution operating model.
Establish a consistent process across the organization for issue intake, validation, classification, prioritization, routing, owner acceptance, investigation, action planning, resolution, closure, and post-resolution review.
Define enterprise issue categories, severity levels, materiality criteria, escalation thresholds, service-level expectations, and closure standards.
Ensure every material issue has a clearly identified accountable business owner, documented action plan, target resolution date, and appropriate governance.
Lead cross-functional issue-resolution efforts involving multiple business units, vendors, or executive stakeholders.
Facilitate structured problem-solving, clarify decision points, remove barriers, and escalate unresolved matters to the appropriate leadership forum.
Reduce duplicate investigations, disconnected work items, inconsistent handoffs, and repeated information gathering.
Ensure issues are not closed until resolution evidence, residual risks, outstanding actions, and ongoing ownership are documented.
Identify recurring issues, systemic patterns, and underlying process weaknesses that require broader corrective action.
Develop the enterprise emergency-management framework, including activation criteria, severity levels, roles, decision rights, response protocols, and escalation pathways partnering closely with Cybersecurity, Privacy, Facilities, External Communications, and others who own existing related processes.
Lead or coordinate the enterprise response to material business crises and executive escalations.
Coordinate participation and actions across Operations, Technology, Legal, Compliance, Risk, Communications, Customer Service, Clinical, Human Resources, Finance, vendor management, and other relevant functions.
Establish an appropriate emergency command structure based on the nature and severity of the event.
Produce timely situation reports, executive briefings, decision logs, stakeholder updates, and action summaries.
Maintain a single source of truth for issue status, decisions, ownership, dependencies, risks, and next steps during an active emergency.
Ensure regulatory deadlines, contractual commitments, customer or member obligations, and required notifications are identified and actively managed.
Develop emergency playbooks, communication protocols, stakeholder maps, and escalation procedures.
Conduct tabletop exercises, simulations, readiness assessments, and leadership training.
Lead post-event reviews and ensure lessons learned are converted into accountable remediation actions.
Track corrective actions through completion and escalate overdue or ineffective remediation.
Build and lead a high-performing business issue-resolution and emergency-management team.
Define team structure, roles, skills, staffing levels, operating procedures, and development plans.
Coach issue managers and business leaders on issue ownership, escalation, structured problem-solving, and executive communication.
Establish a network of trained issue-resolution and emergency-management representatives across business functions.
Create standards, templates, playbooks, training materials, and facilitation methods that can be applied consistently across the enterprise.
Promote a culture of early escalation, transparency, accountability, constructive challenge, and sustained problem resolution.
Influence leaders across organizational boundaries without relying solely on direct authority.
Manage applicable budgets, vendors, professional services, and technology investments.
Represent the enterprise business issue-resolution capability in executive, risk, compliance, operational, and technology forums.