VP OF Customer Experience

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.

• 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

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• 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.
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