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The Assistant Director of Customer Experience and Change Management reports to the Vice President of Customer Experience and Change Management and is responsible for creating, overseeing, and leading Plan Operations’ teams and strategy in the areas of continuous improvement, workforce analytics, reporting, and quality assurance.
What you will do:
- Provide effective leadership to the Continuous Improvement, Quality Assurance, and Workforce Analytics teams by managing individual performance, providing coaching and feedback, and ensuring continued professional development.
- Ensure service excellence by working across Plan Operations to identify, develop, and drive continuous improvement initiatives and streamline internal processes.
- Partner with the Training and Performance team to determine trends and identify opportunities for improved service.
- Oversee operational effectiveness of the Plan Operations department by establishing production and accuracy standards.
- Develop and implement appropriate business measures and key performance metrics to monitor staff performance and plan member satisfaction.
What you need to succeed in the role:
- At least five years of significant people management and quality assurance or process improvement experience.
- An ability to lead, motivate, and develop staff.
- Experience with the principles of benefits administration and customer relationship management systems.
- An ability to build and develop relationships and to serve as a trusted advisor to the Plan Operations Customer Engagement team.
- Exceptional project management and organizational skills to implement continuous improvement initiatives.
- An ability to understand complex concepts, such as new technology, processes, and service delivery from a quality assurance perspective, and to communicate process improvements to all levels of Plan Operations.
- Experience managing change, with excellent problem solving, negotiating, and critical thinking skills.
- An ability to consistently meet goals for operational effectiveness, including established production and accuracy standards.
- A creative, flexible, and positive attitude to devise improvement solutions and manage teams who need to think creatively.
- An ability, interest and desire to stay current via seminars, industry literature, and formal training and development.
- Ability to work on-site Tuesday through Thursday at the 2000 Market Street office in Philadelphia.
- An ability to effectively work remotely utilizing an uninterrupted internet connection, as required.
We offer a generous benefits package for eligible employees.
- Medical, dental, and vision coverage.
- 403(b)(9) retirement savings plan.
- Defined benefit pension plan.
- Generous paid time off, including personal leave, sick time, and holidays.
- Employer-paid death benefits with opportunities to purchase additional coverage.
- Employer-paid short-term and long-term disability coverage.
- Tuition assistance.
- Discount programs on entertainment, travel, and more.
- Employee Assistance Plan and other health and well-being resources.
- Access to the Board’s education and grant assistance programs.
- Satisfaction gained from working for a service-oriented employer.
- Volunteer and other service opportunities in the community at large.
Our recruiting process is simple.
If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.
The Board of Pensions is a COVID-19 vaccination required employer.
We are an Equal Opportunity Employer.
The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an Equal Opportunity Employer. We value diversity, equity, and inclusion and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.