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Director of Digital Member Experience

2 months ago

Oakland, United States Blue Shield of California Full time

Your Role
The Director of Digital Member Experience - Product Management will report to the Vice President of Digital Enterprise Growth. In this executive position you will be accountable for the user satisfaction, self-service capabilities, compliance, project implementation, product development, user adoption and utilization of digital properties by Blue Shield Members (customers).  Your colleagues on your leadership team have responsibilities for our B2B Partner Digital Experiences: Providers, Employers and Brokers.  We are a fully agile, self-contained software product development organization with ongoing annual operational and investment budgets.
This role is expected to evolve the member website and mobile apps beyond simple transactions into a platform that helps members manage their household health, access to care, and maximizing utilization of all their benefits. The ability to inspire, influence and collaborate with partners across the enterprise is critical.  The ideal candidate can play a lead role in driving digital transformation, demonstrates an appetite for thoughtful experimentation and an appreciation for evolving member product experience and member behavior. 
Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.
 
Your Work
In this role, you will:

Deepen a digital culture centered around our members
Execute and continually refine a member centric product roadmap supporting our future state vision of healthcare transformation, including cost of healthcare reduction targets, and member experience improvement outcomes
Operate within the purposeful constraints of enterprise UX strategy and design to ensure both functional and visual design excellence, and protection of brand
Optimize utilization of enterprise technical investments and vendor partnerships to have parity of experience for member in all stages of their lives
Oversight and responsibility for all member facing mandates, compliance audits and any relevant Corrective Action Plans resulting from internal or external audit
Lead continuous improvement of member experiences to match or exceed competitive offerings and to minimize simple self-service call center contacts coming from members
Lead continuous improvement of member satisfaction survey scores to meet or exceed annual targets
Communicate monthly and quarterly platform results across the company in multiple forums and audiences
Develop and execute a people strategy that will maximize results and drive employee satisfaction
Grow a team of top talent

Has full management responsibility for the hiring, performance and salary reviews, promotions and disciplinary matters for direct reporting employees
Provides developmental, training, coaching and mentoring opportunities for team

Track key metrics used to evaluate member portal effectiveness against KPIs and project plans
Oversight of product optimization, mandates compliance and large transformation projects
Manage a multi-million-dollar vendor contracts, project budgets, and contractor budgets within budget guidelines
Attend regular executive level interaction, reporting, and issue management inside and outside of the Digital Enterprise Growth organization
Your Knowledge and Experience

Requires a bachelor's degree, preferably in Business, Finance, Economics, Public Health, or Information Technology 
Requires 10 years of experience in Product Management, Management Consulting, or Entrepreneurship, including 6 years of people management experience
Requires 10 years working in digital product and project-related roles for consumer facing brands; preferably in health insurance, financial services or app services
Agile software development methodologies, ceremonies, and deployment experience
Experience managing agile teams and complex project budgets in a distributed enterprise 
Experience working in a heavily mandated compliance environment
Experience leading a functional team of product managers working in a "full stack" team environment
Experience working in technology product management, ideally with B2C context
Experience leading ongoing product roadmap development, planning and flexibility
Experience leading operational execution against product plans and established Key Performance Indicators (KPIs)
Health insurance plan experience preferred 
Graduate degree (e.g. MBA) is highly desirable

Pay Range:The pay range for this role is: $ 172260.00 to $ 258280.00 for California.
Note:Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.