Excellus BCBS

Lead CRM strategy, governance, operations, and transformation initiatives to support customer engagement and business growth. | 10+ years in CRM and sales operations with leadership experience and expertise in CRM platforms and governance. | Summary Job Description: The Director, CRM Strategy & Operations is responsible for providing strategic leadership, governance, operational oversight, and continuous improvement for the Marketing & Growth division’s Customer Relationship Management (CRM) platform and associated sales enablement capabilities. This role serves as the product owner and operational leader for CRM strategy, administration, business process enablement, release management, user adoption, platform governance, and ongoing transformation initiatives. The Director is accountable for developing the CRM roadmap, establishing governance standards, overseeing platform enhancements, driving adoption, managing vendor relationships, and ensuring CRM capabilities evolve in alignment with organizational goals and customer engagement strategies. This position partners closely with teams across the enterprise and business leaders across Lines of Business (LOBs) and regional markets to ensure the CRM platform enables efficient customer engagement, sales effectiveness, relationship management, operational visibility, and business growth. Essential Accountabilities • Develops and executes the enterprise CRM vision, strategy, governance framework, and multi-year transformation roadmap to ensure CRM capabilities align with organizational objectives, customer engagement strategies, sales processes, and operational priorities. • Serves as the business owner and strategic advisor for CRM administration, operations, lifecycle management, and continuous improvement, establishing policies, procedures, controls, and standards that ensure platform integrity, reliability, scalability, security, and compliance. • Leads CRM modernization and transformation initiatives that improve user experience, customer intelligence, workflow efficiency, operational effectiveness, sales productivity, and measurable business value. • Partners with teams across the enterprise and business leaders to optimize customer-facing processes, standardize relationship management practices, and align business requirements with CRM capabilities. • Ensures CRM workflows effectively support lead management, opportunity management, account and contact management, customer engagement, pipeline visibility, forecasting, relationship management, and other critical business processes while promoting organizational consistency and adoption. • Develops and manages CRM roadmaps, enhancement portfolios, backlogs, release schedules, and investment priorities, ensuring platform enhancements and technology investments deliver strategic and operational value. • Oversees enhancement planning, requirements evaluation, prioritization, development, testing, deployment, upgrades, change management, and technical debt management, ensuring solutions are thoroughly tested, documented, and successfully adopted. • Establishes and maintains governance and operating standards for testing environments, sandbox administration, user acceptance testing, functional testing, regression testing, release validation, deployment readiness reviews, and quality assurance processes. • Develops and implements strategies that drive CRM adoption, utilization, user satisfaction, and organizational effectiveness through training programs, documentation, communications, enablement resources, and change management initiatives. • Monitors platform performance, utilization, adoption, service delivery, user engagement, operational effectiveness, release outcomes, and value realization metrics, identifying opportunities for continuous improvement. • Establishes CRM support models and operational service frameworks, overseeing user support, incident management, issue resolution, escalation processes, troubleshooting activities, and service-level performance. • Leads relationships with CRM vendors, implementation partners, consultants, and service providers, managing vendor performance, contract obligations, investment planning, implementations, upgrades, and innovation opportunities. • Partners with Data Governance, Analytics, Information Technology, and business partners to maintain CRM data quality, data integrity, customer data management standards, account hierarchy management, access controls, business rules, and system governance practices. • Ensures CRM operations comply with enterprise architecture standards, information security requirements, privacy regulations, data governance policies, audit requirements, and organizational governance expectations. • Builds, leads, and develops a high-performing team by establishing objectives, performance expectations, governance practices, operating procedures, staffing strategies, and professional development opportunities while fostering a culture of accountability, collaboration, innovation, customer focus, and operational excellence. • Confidentially manage sensitive information, maintain compliance with corporate policies and regulatory requirements, uphold organizational values and privacy standards, and perform other duties as assigned. • Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs. • Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. • Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities are compliant with these requirements. • Conducts periodic staff meetings to include timely distribution and education related to departmental and Ethics/Compliance information. • Regular and reliable attendance is expected and required. • Performs other functions as assigned by management. Minimum Qualifications • Bachelor's degree in Business Administration, Information Technology, Marketing, Customer Experience, Analytics, Operations Management, or related field. Master's degree preferred. A combination of education and experience may be considered. • Ten (10) or more years of progressive experience in CRM administration, CRM operations, sales operations, customer engagement technologies, business systems management, or related disciplines. • Healthcare or other highly regulated industry experience preferred. • Five (5) or more years of leadership experience managing teams, enterprise platforms, business applications, or transformation initiatives. • Demonstrated experience leading CRM platform strategy, administration, governance, enhancement management, and adoption programs. • Experience with one or more enterprise CRM platforms, including Salesforce, Microsoft Dynamics 365, SAP CRM, Oracle CX, or similar enterprise CRM solutions. • Experience supporting sales process optimization, customer engagement workflows, business process transformation, and user enablement initiatives. • Strong understanding of: • CRM governance • Platform administration • User adoption • Release management • Business process design • Change management • Data governance • Vendor management • Experience managing platform roadmaps, enhancement portfolios, testing programs, and deployment processes. • Strong leadership, communication, relationship-building, facilitation, and organizational change management skills. Physical Requirements • Ability to work prolonged periods sitting and/or standing at a workstation and working on a computer. • Ability to travel across the Health Plan service region for meetings and/or trainings as needed. In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position. Equal Opportunity Employer Compensation Range(s) Minimum: $137,857 - Maximum: $248,143 The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays. Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Lead CRM strategy, governance, operations, and transformation to support customer engagement and sales effectiveness. | 10+ years CRM and sales operations experience with 5+ years leadership; strong skills in CRM platforms, governance, adoption, and change management. | Summary Job Description: The Director, CRM Strategy & Operations is responsible for providing strategic leadership, governance, operational oversight, and continuous improvement for the Marketing & Growth division’s Customer Relationship Management (CRM) platform and associated sales enablement capabilities. This role serves as the product owner and operational leader for CRM strategy, administration, business process enablement, release management, user adoption, platform governance, and ongoing transformation initiatives. The Director is accountable for developing the CRM roadmap, establishing governance standards, overseeing platform enhancements, driving adoption, managing vendor relationships, and ensuring CRM capabilities evolve in alignment with organizational goals and customer engagement strategies. This position partners closely with teams across the enterprise and business leaders across Lines of Business (LOBs) and regional markets to ensure the CRM platform enables efficient customer engagement, sales effectiveness, relationship management, operational visibility, and business growth. Essential Accountabilities • Develops and executes the enterprise CRM vision, strategy, governance framework, and multi-year transformation roadmap to ensure CRM capabilities align with organizational objectives, customer engagement strategies, sales processes, and operational priorities. • Serves as the business owner and strategic advisor for CRM administration, operations, lifecycle management, and continuous improvement, establishing policies, procedures, controls, and standards that ensure platform integrity, reliability, scalability, security, and compliance. • Leads CRM modernization and transformation initiatives that improve user experience, customer intelligence, workflow efficiency, operational effectiveness, sales productivity, and measurable business value. • Partners with teams across the enterprise and business leaders to optimize customer-facing processes, standardize relationship management practices, and align business requirements with CRM capabilities. • Ensures CRM workflows effectively support lead management, opportunity management, account and contact management, customer engagement, pipeline visibility, forecasting, relationship management, and other critical business processes while promoting organizational consistency and adoption. • Develops and manages CRM roadmaps, enhancement portfolios, backlogs, release schedules, and investment priorities, ensuring platform enhancements and technology investments deliver strategic and operational value. • Oversees enhancement planning, requirements evaluation, prioritization, development, testing, deployment, upgrades, change management, and technical debt management, ensuring solutions are thoroughly tested, documented, and successfully adopted. • Establishes and maintains governance and operating standards for testing environments, sandbox administration, user acceptance testing, functional testing, regression testing, release validation, deployment readiness reviews, and quality assurance processes. • Develops and implements strategies that drive CRM adoption, utilization, user satisfaction, and organizational effectiveness through training programs, documentation, communications, enablement resources, and change management initiatives. • Monitors platform performance, utilization, adoption, service delivery, user engagement, operational effectiveness, release outcomes, and value realization metrics, identifying opportunities for continuous improvement. • Establishes CRM support models and operational service frameworks, overseeing user support, incident management, issue resolution, escalation processes, troubleshooting activities, and service-level performance. • Leads relationships with CRM vendors, implementation partners, consultants, and service providers, managing vendor performance, contract obligations, investment planning, implementations, upgrades, and innovation opportunities. • Partners with Data Governance, Analytics, Information Technology, and business partners to maintain CRM data quality, data integrity, customer data management standards, account hierarchy management, access controls, business rules, and system governance practices. • Ensures CRM operations comply with enterprise architecture standards, information security requirements, privacy regulations, data governance policies, audit requirements, and organizational governance expectations. • Builds, leads, and develops a high-performing team by establishing objectives, performance expectations, governance practices, operating procedures, staffing strategies, and professional development opportunities while fostering a culture of accountability, collaboration, innovation, customer focus, and operational excellence. • Confidentially manage sensitive information, maintain compliance with corporate policies and regulatory requirements, uphold organizational values and privacy standards, and perform other duties as assigned. • Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs. • Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. • Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities are compliant with these requirements. • Conducts periodic staff meetings to include timely distribution and education related to departmental and Ethics/Compliance information. • Regular and reliable attendance is expected and required. • Performs other functions as assigned by management. Minimum Qualifications • Bachelor's degree in Business Administration, Information Technology, Marketing, Customer Experience, Analytics, Operations Management, or related field. Master's degree preferred. A combination of education and experience may be considered. • Ten (10) or more years of progressive experience in CRM administration, CRM operations, sales operations, customer engagement technologies, business systems management, or related disciplines. • Healthcare or other highly regulated industry experience preferred. • Five (5) or more years of leadership experience managing teams, enterprise platforms, business applications, or transformation initiatives. • Demonstrated experience leading CRM platform strategy, administration, governance, enhancement management, and adoption programs. • Experience with one or more enterprise CRM platforms, including Salesforce, Microsoft Dynamics 365, SAP CRM, Oracle CX, or similar enterprise CRM solutions. • Experience supporting sales process optimization, customer engagement workflows, business process transformation, and user enablement initiatives. • Strong understanding of: • CRM governance • Platform administration • User adoption • Release management • Business process design • Change management • Data governance • Vendor management • Experience managing platform roadmaps, enhancement portfolios, testing programs, and deployment processes. • Strong leadership, communication, relationship-building, facilitation, and organizational change management skills. Physical Requirements • Ability to work prolonged periods sitting and/or standing at a workstation and working on a computer. • Ability to travel across the Health Plan service region for meetings and/or trainings as needed. In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position. Equal Opportunity Employer Compensation Range(s) Minimum: $137,857 - Maximum: $248,143 The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays. Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Ensure availability, performance, and security of enterprise software platforms by monitoring, troubleshooting, managing configurations, and auditing. | Associate degree or 3 years experience with proficiency in OS, scripting, database management, and cloud platforms. | Job Description: Summary: The IT Platform Administrator acts as a liaison between the business and technical resources by ensuring the availability and successful operation of applications for users. This individual will demonstrate a high-level of responsibility and consistency by timely monitoring, responding, and troubleshooting of incidents, installing, upgrading, and maintaining application currency. This position will work to identify functionality to empower users through self-service and automation of relevant tasks. In addition to operating as application support, the IT Platform Administrator will perform periodic audits and maintain application compliance. The Administrator also frequently interacts with multiple departments to advocate for stakeholders' and platform best interests. Essential Accountabilities: Level I • Installs, configures, troubleshoots, patches, and maintains enterprise software platforms for applications to achieve reliable, highly available, well performing systems. • Conducts testing, systems troubleshooting, performance optimization and maintenance of applications. • Monitors system uptime and performance. Conducts, monitors, and maintains system configuration and backups for applications, ensuring recoverability within negotiated stakeholder specifications. • Performs and optimizes managing user and system accounts, network rights and access to integrated systems aligned to organization and regulatory policies. • Closely interacts with cross-functional teams, developers, QA personnel, and business teams to triage, troubleshoot and facilitate resolution of incidents. Documents resolution of problem tickets, including root cause analysis. • Leverages the organization’s support ticketing system, while partnering with internal teams and vendors to analyze current operational procedures, identify and escalate issues, and create effective resolutions. • Prepares and maintains all documentation per standards to comply with change management controls, ensuring accuracy. Provides feedback regarding release documentation to Release Management and development teams. • Participates in on-call production support rotation, including off-hours. • Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs. • Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. • Regular and reliable attendance is expected and required. • Performs other functions as assigned by management. Level II (in addition to Level I Accountabilities) • Proactively identifies system risks or issues and provides recommendations while planning for growth, system improvements, upgrades, and other system activities. • Acts as subject matter expert when meeting with business and technical teams to determine business requirements for maintaining and improving the utilization and functionality of supported application software. Ensures systems best accommodate stakeholder needs and makes changes where necessary. • Coordinates and partners with vendors to stay informed of application functionality changes. Reviews new application software releases and determines impact to current systems. Proactively generates relevant ideas for new and improved use of technology based on knowledge of the corporate business, product and systems’, and stakeholders’ needs. • Identifies best practices and participates in creation and monitoring of organizational standards and controls. Defines and implements the processes to maintain application security. Level III (in addition to Level II Accountabilities) • Acts as a subject matter expert across a wide range of software components, systems, and vendors. Mentors less experience team members in the functionality of the job. • Participates in most complex troubleshooting of application issues, providing support to developers and vendors in resolution. • Researches and maintains currency with new technologies and, considering risks across the organization, effectively recommends strategy updates and changes in strategic direction. • Initiates and leads meetings, develops agendas and tasks to ensure that the application is being effectively deployed and utilized. Develops training, communication, process documentation and facilitates presentations. Level IV (in addition to Level III Accountabilities) • Acts as trusted advisor to the leadership team. • Leads business critical project efforts for applications. Emphasizes technology cost optimization when designing and recommending new solutions. • Provide mentorship to technical staff at all levels in their technical area(s) of expertise. • Leads internal strategic efforts and is seen as a trusted advisor with peers. Minimum Qualifications: NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities. All Levels • Associates degree in Computer Science, Information Technology, Management Information Systems, Business, Analytics or relevant field. In lieu of degree, three (3) years of related work experience required. • Prior professional, internship, or co-op in enterprise-scale platforms preferred. • Basic knowledge of structured systems analysis and design with special emphasis in systems administration, user support, project management, data integrity and data gathering techniques. • Basic knowledge of relevant operating systems (linux and/or windows). • Basic knowledge of programming/scripting languages (PowerShell, python, bash, SQL, and/or others). • Basic knowledge of relational database management systems (Oracle, SQL Server, AWS Redshift and/or others). • Basic knowledge of cloud platforms (Azure, AWS, Salesforce, Pega, and/or GCP). • Basic knowledge with monitoring tools, load balancers, and high availability architectures and strategies. • Basic knowledge of the ITIL process framework - Incident Management, Problem Management, Change Management and Service Level Management. • Basic skills in quality principles especially root cause analysis and technical problem-solving • Basic knowledge of source control processes & tools. • Basic knowledge of application delivery, management structures and reporting procedures, including familiarity with Agile development methodologies. • Intermediate communication skills, written and verbal, across multiple communication channels. • Intermediate ability to work independently while managing multiple tasks and deadlines as well as prioritizing and organizing workload. Level II (in addition to Level I Qualifications) • Bachelor’s degree in a related field preferred. • Intermediate knowledge of relevant operating systems, scripting languages, database management systems in distributed environments. Intermediate experience with computing resource management and optimization. • Basic knowledge of content store application administration or relevant technology counterparts, i.e. FileNet Content Manager, Content Manager On Demand, Alfresco and/or Data Lakes. • Intermediate knowledge of content integration application administration, such as: Content Navigator, WebSphere Application Server, Microsoft IIS and/or Web Services • Intermediate knowledge of Extract, Transform, Load (ETL) tools such as Informatica, Azure Data Factory, Databricks and/or AWS Glue. • Intermediate knowledge of Active Directory or application-based security roles, including Role-Based security practices. • Intermediate knowledge of security, compliance, and audit policies/procedures. • Intermediate experience of Disaster Recovery. • Intermediate ability to support Application Development initiatives through research, design, and implementation. • Intermediate experience in SDLC (S2E) and DevOps practices. • Intermediate experience in developing process and training documentation plus facilitating presentations. Level III (in addition to Level II Qualifications) • Advanced experience in applications and application integration tool administration listed above. • Advanced knowledge of technologies outside of core administration job function. • Advanced experience of Disaster Recovery. • Advanced skills in setting strategic vision in alignment with business objectives. • Intermediate Health Insurance experience preferred. • Advanced experience in securing enterprise platforms on-premises, in Azure, AWS or application-based security roles, including Role-Based security practices. • Advanced experience in SDLC (S2E) and DevOps practices. • Advanced experience in presenting technical information to key stakeholders across all levels of the organization. Level IV (in addition to Level III Qualifications) • Expert knowledge from an overall organizational technology perspective and seen as a senior-level member of the team. • Expert knowledge of technologies related to core administration job function. • Intermediate competency in team leadership / technical leadership, facilitation, project leadership. • Advanced degree preferred. Physical Requirements: • Ability to work prolonged periods sitting and/or standing at a workstation and working on a computer. • Ability to work while sitting and/or standing at a workstation viewing a computer and using a keyboard, mouse and/or phone for three (3) or more hours at a time. • Ability to travel across the Health Plan service region for meetings and/or trainings as needed. • Ability to work in a home office for continuous periods of time for business continuity. Participates in on-call production support rotation, including off-hours. ************ In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position. Equal Opportunity Employer Compensation Range(s): Level I - 60,410 - 84,000 Level II - 60,410 - 106,929 Level III -79,068 - 142,322 Level IV - 87,766 -157,978 The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays. Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Provides high-level administrative and strategic support to key corporate officers, managing complex calendars and executive communications. | Requires at least seven years of progressive administrative experience and proficiency in Microsoft Office, with a preference for a bachelor's degree or professional certification. | Job Description: Summary The Executive Assistant to Key Officer provides advanced administrative, strategic, and operational support to key officers and senior executives, enabling the effective execution of organizational and leadership priorities. Serving as a trusted partner and liaison, this role manages highly complex calendars and schedules, coordinates high‑level internal and external communications, and oversees logistics for executive meetings, travel, and critical initiatives. The Executive Assistant regularly handles sensitive and confidential information, prepares executive‑level materials and briefings, and supports decision‑making through thoughtful organization and attention to detail. This position requires exceptional judgment, discretion, and the ability to anticipate executive needs, streamline workflows, and align daily activities with broader business objectives, allowing leaders to operate efficiently and focus on strategic outcomes. Essential Accountabilities Provides high-level administrative support to Key Corporate Officers, overseeing day-to-day activities of the office and division. Manages multiple highly complex calendars, competing priorities, projects and competing deadlines. Coordinates and oversees domestic travel arrangements, meetings, and executive and divisional events. As assigned, provides independent research, the compilation or analysis of data for the review and may require selection of data from several sources. Prepares executive-level reports, tailored board briefings/talking points, presentations preparations, and meeting materials. Supports ELT readiness: review agendas/minutes, ensures materials completeness, blocks calendars for executive prep time, tracks decisions/action items, issues post meeting summaries, and aligns with ELT and HPET administrative partners. Act as an administrative liaison to the board of directors. Manages relationships with Board of Directors and maintains discretion and confidentiality in relationships with all board members. Supports strategic initiatives workstreams and organizational changes—stakeholder readiness, communications, and cross functional dependency tracking. Independently manages sensitive and confidential information. Acts on behalf of the executive with high judgment and discretion—protecting executive time and brand while proactively identifying risks, gaps, and operational improvements. Leads administrative workflows and serves as a subject-matter expert across the organization. Drives post meeting follow through (owners, due dates, closure) and maintains momentum when the executive is out of office. Assists with the management, organization and prioritization of executive inbox. Supports divisional and organization wide strategic initiatives and cross-functional projects. Collaborates with peers to share standards, shared practices, steward office operations and mentoring the administrative community. Provides high level executive administrative support to additional key executive officers as needed. Trains, mentors, and provides functional guidance to organizational administrative staff. Proactively identifies risks, gaps, and operational improvements. Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs. Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. Regular and reliable attendance is expected and required. Performs other functions as assigned by management. Consistently handles sensitive and confidential information with discretion. Minimum Qualifications: NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities. All Levels Seven (7) years of progressive administrative related experience required. Experience supporting executive leadership preferred. HSD or GED required. An advanced administrative, business, or project management certification and/or bachelor's degree in a related field preferred. NYS Notary Public License preferred. Advanced proficiency in Microsoft Office Suite and collaboration tools (Teams, SharePoint, AI Agent etc.). Exceptional organizational and prioritization skills within a fast-paced environments. Advanced organizational, planning, and critical thinking skills. Advanced customer service, problem solving, time management and customer relations knowledge. Advanced interpersonal and written and verbal communication skills. Proven advanced ability to influence, coordinate, and problem-solve independently. Demonstrated functional leadership and mentoring capabilities. Advanced judgment and discretion skills. Ability to maintain discretion, handle highly confidentiality and manage sensitive situations throughout the organization. Ability to act on behalf of the executive within understood boundaries. Intermediate understanding of board protocols and executive-level decision processes. Advanced level attention to detail. Physical Requirements: Ability to work prolonged periods sitting and/or standing at a workstation and working on a computer. Ability to travel across the Health Plan service region for meetings and/or trainings as needed. Ability to work in a home office for continuous periods of time for business continuity. Ability to hear, understand, and speak clearly while using a phone or video call, with or without a headset. *********** In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position. Equal Opportunity Employer Compensation Range(s): N10- Min 70,720.00 - Max 14,400.00 The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays. Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Lead strategy and delivery of AI-driven customer digital platforms ensuring compliance and operational efficiency. | 10+ years in digital product delivery with leadership experience and healthcare payer expertise required. | Job Description: Summary: The Director, Digital Delivery provides enterprise leadership in translating business strategy into scalable, measurable digital outcomes across the health plan. This role owns the strategy, roadmap, delivery, performance, and continuous evolution of customer-facing digital platforms (Web and Mobile), ensuring investments deliver differentiated customer experiences, operational efficiency, compliance, and measurable business value. This role drives digital transformation through an AI-first approach, embedding generative, agentic, and predictive AI across customer experiences, operational workflows, and the product lifecycle, while scaling AI-assisted engineering to improve velocity, quality, and speed-to-market. The Director oversees cross-functional digital capabilities, including product management, UX, engineering, testing, architecture, and operations, ensuring teams operate with modern, cloud-native, and AI-enabled delivery practices. This role also champions a culture of innovation, experimentation, and continuous improvement while ensuring strong governance, financial discipline, and regulatory compliance in a healthcare environment. Essential Accountabilities Partners with senior leadership to translate enterprise strategy into a multi-year digital roadmap and delivery plan aligned to customer needs, business priorities, and measurable outcomes. Owns the end-to-end strategy, lifecycle, performance, reliability, and continuous evolution of customer-facing Web and Mobile platforms, ensuring a secure, scalable, and high-performing digital ecosystem. Leads the integration of generative, agentic, and predictive AI across digital experiences, personalization, self-service, and operational workflows, while scaling AI-assisted engineering to accelerate innovation and delivery speed. Accountable for end-to-end digital delivery across scope, timeline, budget, quality, and compliance, advancing Agile, DevOps, CI/CD, API-first, and cloud-native practices across Azure and AWS environments. Leads and develops cross-functional teams spanning product, UX, engineering, testing, and architecture; builds organizational capability through AI-assisted engineering practices, upskilling, and adoption of best-in-class delivery standards. Establishes KPIs and leverages analytics, experimentation (A/B testing), and AI-driven insights to optimize customer experience, platform performance, and business outcomes. Oversees digital financials, vendor partnerships, and investment prioritization while establishing governance frameworks, responsible AI guardrails, and compliance with healthcare regulations, privacy, security, and audit requirements. Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs. Models the Lifetime Way behaviors and values on a consistent basis and promotes these behaviors across the organization while developing high-performing leaders and teams. Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities are compliant with these requirements. Regular reliable attendance is expected and required. Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. Performs other functions assigned by management. Minimum Qualifications: Ten (10) years of related experience in digital products, technology delivery in regulated industries, of which three (3) years of defined leadership experience managing across the digital technology function. Bachelor’s degree in technology, business or related field. In lieu of a degree, six (6) years of experience required. Demonstrated expert experience leading digital product and technology delivery within a healthcare payer environment, including member-facing platforms, regulatory compliance requirements, and industry standards (e.g., HIPAA, CMS). Demonstrated advanced experience driving AI-enabled transformation and cloud platform modernization initiatives, including scaling AI-assisted software engineering practices, accelerating delivery velocity, and improving customer and member experiences. Demonstrated advanced experience influencing and leading enterprise-wide transformation initiatives through product operating models, data-driven decision making, analytics, governance frameworks, and responsible AI practices to achieve measurable business outcomes. Demonstrated advanced proficiency in leveraging enterprise tools and digital platforms to support executive-level reporting, communication, and oversight of customer-facing web and mobile solutions. Physical Requirements: Ability to complete work in a traditional office environment under fluorescent lighting. Must be able to travel across the enterprise. Ability to work in a home office for continuous periods of time for business continuity ************ In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position. Equal Opportunity Employer Compensation Range(s): Min: 137,857 Max: 248,143 The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays. Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. One Mission. One Vision. One I.D.E.A. One you. Together we can create a better I.D.E.A for our communities. At Excellus BCBS, we’re on a mission to make our communities healthier and we can't do it without you. We know diversity helps fuel our mission and that's why we approach our work from an I.D.E.A Mindset (Inclusion, Diversity, Equity & Access). By activating the experiences, skills, and perspectives of our employees, we take action toward greater health equity. We aspire to reflect the communities we live in and serve, and strongly encourage people of color, LGBTQ+ people, people with disabilities, veterans, and other underrepresented groups to apply.