Director, Market Implementation

3 weeks ago

New York, United States Public Partnerships | PPL Full time

Please note: Candidate must reside in New York

Responsibilities:

  • The Director will oversee the New York market and consumer implementation function and ensure the Customer Experience Operations department’s goals and responsibilities are met in New York.
  • Responsible for supporting the stand up of a single FMS program and enable the successful transition of consumers and caregivers into a singular operating platform.
  • Partners with market leaders in the development of a consumer and caregiver conversion strategy.
  • Drives execution of market-facing events, activities, and tactics to help enroll consumers into the statewide FMS program.
  • Partners with marketing and growth team on the development of consumer engagement and educational campaigns to raise awareness of new statewide self-direction program.
  • Responsible for recruiting, hiring, training, and developing enrollment team, including new managers, supervisors, and individual contributors.
  • Establishes a scalable model to support enrollment activities, caregiver transitions, among other targeted initiatives.
  • Leads cross-functional team across the life cycle of an implementation: contract review/discovery, business requirements, development, testing, among others.
  • Oversees yield enhancement special projects, including by not limited to customer journey, enrollment conversion, customer engagement and retention.
  • Supports in-market stabilization projects (e.g., DTC campaigns, engagement with benefit consultants and care managers)
  • Oversees execution of PMO portfolio and enhances PMO capabilities by strengthening core skills/competencies and instituting sound methodologies.
  • Leads and oversees, Change Requests, new business product research and implementation, white glove service, operations incidents, and special projects as defined by the executive leadership.
  • Implements and oversees approaches and strategies to champion the voice of our customer.
  • Plans, develops, and directs processing and integration operations and automation opportunities in accordance with both non-standard and standard procedures across programs.
  • Identifies and utilizes reporting tools to inform service levels, opportunities for efficiency, labor management/projections and budgeting.
  • Ensures business rules and practices are established and catalogued for all shared customer experience functions.
  • Maintains internal stakeholder feedback for products and operational service improvement through technology.
  • Oversees business process management, technology initiatives and deployment outcomes, with a focus on bringing technology needs and requests that enhance our customer experiences and achieve efficiencies.
  • Represents the customer experience in client meetings, conferences, and other forums, as needed, to support the modernization of customer experience services.
  • Serves as a backup for the UAT team, supporting key initiatives and operational processes on an ad-hoc basis.
  • Oversees budgetary responsibilities and ensures customer experience operations are operating cost-efficiently, including vendor oversight and management.
  • Tracks the progress and performance of department’s services and outcomes, including necessary modernization efforts.
  • Governs customer experience policies and procedures, readiness, and training.
  • Leads quality management, audit, and process improvement activities.
  • Provides effective leadership and communication throughout implementations and other change management environments.
  • Works continuously towards professional development, staying abreast of contemporary customer experience investments and opportunities to influence on-going Customer Experience strategy.
  • Participates in quarterly and yearly business reviews and provides weekly/monthly briefings as required

Required Skills:

  • Deep understanding of New York’s Medicaid and/or home health landscape.
  • Excellent leadership, management, and written and verbal communication skills.
  • Experienced in strategic planning, execution and management of shared service functions and operations in a customer experience organization.
  • Understanding of return on investment as it relates to customer experience strategies, modernization, products, and services.
  • Ability to work independently, requiring minimal supervision and on multiple projects simultaneously.
  • Ability to lead through collaboration and coordination with cross functional management teams.
  • Ability to forecast lead conversion and enrollment yield.
  • Ability to analyze data and identify trends.
  • Ability to partner with other cross functional managers to ensure firm operating margins are achieved and supported.

Qualifications:

Education & Experience:

  • Bachelor's degree required.
  • Master’s degree preferred.
  • Areas of focus: Business administration, operations, healthcare administration, strategy, social work, or similar area of study, preferred.
  • 10+ years of relevant senior management experience, preferably in a customer experience with a proven track record of successfully delivering positive experiences, outcomes, and services; 8+ years of direct supervisory experience.

Working Conditions:

  • Remote or office setting.
  • Some travel required.
  • Candidate must be based in New York.

Supervisory Responsibility (If applicable):

  • A minimum of three (3) direct reports.


Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.

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