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The Vice President of Customer Operations leads strategic initiatives to enhance customer care and operational performance through digital transformation and cross-functional collaboration.
The Vice President of Customer Operations reports to the Executive Vice President, Chief Operating Officer and is responsible for leading the transformation of customer care and operational excellence across the enterprise. This role integrates member and provider interactions, drives digital innovation, and enhances service delivery through strategic leadership and cross-functional collaboration. The VP will champion initiatives that elevate customer experience, optimize operational performance, and position Delta Dental as a leader in oral healthcare.
Responsibilities- Lead the development and execution of a multi-year strategic plan for Customer Operations, positioning service excellence as a competitive differentiator.
- Strengthen the Operations talent landscape through workforce planning, succession strategies, and leadership development.
- Utilize data analytics and business intelligence tools to inform decision-making and continuous improvement.
- Drive digital transformation initiatives, including AI integration, omnichannel engagement, and automation to modernize customer care.
- Champion customer experience strategy through journey mapping, feedback loops, and personalization.
- Collaborate across departments to align operations with enterprise goals, including Whole Health and value-based care models.
- Ensure compliance with industry regulations and partner with legal and compliance teams to mitigate risk.
- Foster a culture of innovation, agility, and inclusivity in operational strategy and execution.
- Lead change management efforts to support adoption of new technologies and processes.
- Build external partnerships to stay abreast of industry trends and access emerging talent.
Minimum Qualifications
- 16 or more years of progressive leadership experience with a bachelor's degree in operations, healthcare, insurance, or a similarly complex and regulated environment, including 10 or more years of supervisory.
- Proven experience overseeing enterprise operational functions, such as operational quality, vendor management, business insights/reporting.
- Demonstrated success leading large-scale, cross-functional initiatives, partnering effectively with clinical, network development, product, technology, legal, and business operations teams.
- Expertise in operational governance, including quality frameworks, compliance alignment, performance management, and risk mitigation.
- Advanced proficiency using data analytics, business intelligence, and reporting tools to drive decision-making, forecast operational needs, and shape enterprise strategy.
- Experience leading operational transformation, including workflow modernization, automation, digital enablement, and AI-informed process redesign.
- Strong vendor management capabilities, with a track record of overseeing outsourced services, performance SLAs, regulatory deliverables, and operational accountability.
- Executive presence with the ability to influence at the C-suite level, build alignment across diverse stakeholder groups, and communicate complex concepts with clarity.
- High emotional intelligence and strong relationship-building skills, with the ability to lead teams through organizational change and evolving care delivery models.
- Demonstrated ability to build and develop leadership talent, including succession planning, coaching, and elevating operational capability across teams.
- Commitment to ethical leadership, inclusivity, and fostering a culture of continuous improvement.
- Ability to lead effectively in virtual and hybrid environments, maintaining engagement and performance across distributed teams.
- Experience in healthcare, customer care, or technology sectors strongly preferred
Knowledge, Skills, Abilities
- Executive presence with proven ability to influence C-suite and cross-functional teams
- Expertise in customer journey mapping, experience design, and service innovation
- Strong analytical skills with proficiency in tools like Power BI, Tableau, or Salesforce
- Demonstrated success in leading digital transformation and operational scaling
- High emotional intelligence and stakeholder engagement capabilities
- Strategic thinker with ability to pivot and adapt in dynamic environments
- Tech fluency and understanding of cloud platforms, CRM systems, and digital engagement tools
- Commitment to ethical leadership, inclusivity, and professional integrity
- Strong communication, coaching, and team-building skills
- Ability to lead in a virtual and hybrid work environment
Licenses
- Lean Six Sigma Certification-IASSC. Pref'
- Certified Project Management Professional (PMP)-PMI. Pref'
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 27. $209,300 - $334,900
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
Fair Chance Ordinances and Criminal Background Considerations
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
#LI-Remote
At Delta Dental, we’re behind millions of smiles and counting. For over 68 years, we’ve served our communities by increasing access to affordable, quality care – but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all.
We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.
Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that’s transforming the future of health care, join us!
Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands.
The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.
Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
*Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York
If You Are A Current Employee Click Here To Apply
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