Executive Director, Consumer Experience Strategy and Operations

The Executive Director of Consumer and Patient Experience Strategy and Operations is responsible for supporting the execution of Kaiser Permanentes national Consumer and Patient Experience strategies to optimize KPs total member and consumer experience. Responsible for directing strategic, organization-wide Consumer Experience program to drive exceptional business value for KP; overseeing and guiding evolving strategic priorities and providing strategic planning within and across programs to drive and ensure alignment and performance across the organization. Provides leadership and direction in the development of the annual strategic planning process for National Consumer Experience, mid-year and year/end budget review. Drives and facilitates the development and implementation of National Consumer experience business strategy that ensures long-term viability of all regions/markets. Reports quarterly on Consumer Experience Strategy and performance against key metrics to Board of Directors, NET/RP, CEOx and other leadership forums. Partner with regional/national leaders in support of growth planning and market optimizations.

Essential Responsibilities:

• The Executive Director of Consumer Experience Strategy and Operations will lead the strategic planning, development, and execution of initiatives designed to enhance consumer engagement and satisfaction across all markets. This role is pivotal in fostering partnerships and nurturing a culture of collaboration, ensuring alignment with national functions to drive cohesive and innovative consumer experiences. The Executive Director will champion rapid process improvement, leveraging data-driven insights to optimize operations and streamline workflows.
• Directs activities to ensure development, execution and refinement of the National Consumer Experience Strategy team providing insight on emerging trends in the healthcare industry, the marketplace, around technologies, public policy, and organizational design.
• Lead the coordination of the annual strategic plan review with primary accountability for completion, engages leaders throughout the organization around -line of sight- activities to successfully execute Consumer Experience plans.
• Drives and facilitates strategic business planning discussions and approval process with leadership from all levels in KFH/HP and PMGs
• Leads evolving business planning and development and market assessment capabilities to further expand National services and markets.
• Identifies and investigates strategic Business Planning and Development such as mergers and acquisitions, alliances, expansion markets and growth strategies.
• Spearhead the delivery of National Consumer Experience programs or components with multiple workstreams and strategic business goals across functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open-ended time frame.
• Leverages expertise to review and modify program plans and determines program demands for the most complex program initiatives to identify and manage scope and supply appropriate staffing to complete program plans within scope, budget and schedule.
• Empowers teams to manage the program financials of large, high profile, dynamic program initiatives and ensures they are managed within budget allocations.
• Oversees the alignment, buy-in, engagement and support of diverse programs stakeholders to guide long-term development and growth by building and maintaining relationships as well as communicating appropriately with internal customers, third party vendors, executive management, and business leaders; and clarifying accountability and authority across stakeholders.
• Builds close relationships with key stakeholders across multiple functions based on their level of influence and decision making and guides teams in identifying the right stakeholders for their programs.
• Drive program goals, influences the prioritization of deliverables, coordinates all business processes (e.g. project change management, communication) and facilitates decisions necessary for programs delivery by partnering with programs sponsors and/or review boards.
• Communicates tough issues to stakeholders while maintaining an independent opinion, providing recommendations, delivering formal presentations, and providing reports to executive audiences. Engages with executive stakeholders to identify long term value to the organization and define success.

Basic Qualifications: Experience

• Minimum twelve (12) years with progressively responsible experience in a large-scale health plan and /or care delivery system or consumer- focused organization.
• Minimum ten (10) years with supervisory experience with direct reports.
• Minimum ten (10) years of experience leadership or management experience in one or more of the following areas: health plan operations, program design and implementation, member or care experience.

Education

• Bachelor’s degree Health Administration, Business, Finance, Public Health, Management, Marketing or related field.

License, Certification, Registration

• N/A

Additional Requirements:

• Strategy Competencies
• Demonstrated ability in integrating numerous complex projects, integrating multiple strategic and operational models, assessing outcomes/gaps, and managing resources to meet project timelines.
• Proven ability to balance execution of the strategic vision through leadership and delegation, with a willingness and competence to dive into the details as required
• Leadership Competencies
• Communication skills characteristic of an executive who excels in communicating in a variety of formal and informal presentation settings, large and small, both inside and outside the organization, and issuing cogent and consistent written messages that build confidence and achieve desired outcomes.
• Demonstrates integrity, collaboration, confidentiality, and sound business judgment.
• A positive and optimistic leadership style that is maintained despite tight deadlines and competing priorities.
• Demonstrated ability to 1) effectively work in an ambiguous environment, 2) effectively work in a cross-team environment and 3) succeed in a complex and dynamic work environment.
• Must be able to work in a Labor/Management Partnership environment.
• Demonstrated dedication to diversity and inclusion. Management Skills
• Demonstrated executive leadership skills in a matrix management environment that includes influencing, collaboration, candor, and openness with a focus on execution and results.
• Demonstrated executive level skills in managing leaders and staff, including staff development, coaching/mentoring, performance reviews, financial performance, and administration of human resources policies.
• Demonstrated executive level skills in managing leaders and staff, including staff development, and coaching/mentoring. Stakeholder Engagement
• To be successful in this role, it is mandatory to have a leader with strong business acumen, knowledge of healthcare industry, health plan operations and understanding of the Kaiser Permanente environment. This leader must form and manage exceptional collaborative relationships with Kaiser Permanente executive leadership, national functions, and market business leaders across both Health Plan and Care Delivery functions including PMG.
• Demonstrated ability to lead innovation and change, leading broad-scale change management and human centered design efforts, project work involving various partners including Medical Group and/or Labor partners.
• Strategy Competencies
• Demonstrated ability in integrating numerous complex projects, integrating multiple strategic and operational models, assessing outcomes/gaps, and managing resources to meet project timelines.
• Proven ability to balance execution of the strategic vision through leadership and delegation, with a willingness and competence to dive into the details as required

Preferred Qualifications:

• Minimum five (5) years managing operational budgets and financials.
• Master’s degree highly preferred.

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