Sr. Director, IKC ConnectX Operations

Posting Date 06/30/2026 5200 Virginia Way, Brentwood, Tennessee, 37027-7569, United States of America Position Summary The Sr Director, IKC ConnectX Operations will lead the operational strategy, adoption, utilization, and continuous innovation of IKC ConnectX across IKC Operations, in close partnership with IKC Product and cross-functional stakeholders. This leader will serve as the bridge between product capability and frontline execution—ensuring operational workflows are adopted consistently, platform investments are translated into measurable business value, and innovation opportunities are identified, prioritized, and scaled to improve teammate effectiveness, patient experience, and operational performance. This role is designed to provide dedicated leadership focus on IKC ConnectX and strengthen partnership across operations and product teams. Key Responsibilities 1) Drive enterprise adoption and sustained utilization of IKC ConnectX products (e.g., NICE CXOne) Lead strategy and execution to improve adoption “stickiness” across IKC Operations, particularly as teams transition into standardized contact-center and workflow platforms. Partner with operational leaders to ensure workflows are embedded consistently across national and clinical teams and that utilization aligns with intended design. Identify barriers to adoption and coordinate training, communications, readiness, and feedback loops to improve teammate engagement and sustained use. 2) Translate product capabilities into operational value Partner closely with IKC Product to shape and operationalize solutions that improve day-to-day workflows, reporting, quality, and team performance. Act as the operational voice in product prioritization, bringing frontline needs, workflow friction points, and change-readiness considerations into solution design. Support rollout and scaling of key capabilities including workflow standardization, reporting enhancements, telephony optimization, and integrated operational tooling. 3) Own operational performance and value realization Establish and monitor success metrics tied to adoption, utilization, operational efficiency, teammate productivity, service levels, and patient engagement outcomes. Use data and reporting to identify performance opportunities, inform leader action, and improve visibility into team and platform effectiveness Drive realization of efficiency opportunities enabled through platform optimization, workflow redesign, automation, and simplification. 4) Lead cross-functional innovation in partnership with IKC Product Identify, prioritize, and incubate innovation opportunities that improve clinical and operational workflows, including automation, AI-enabled coaching, documentation efficiencies, and future-state workflow design. Build business cases and operational requirements for new capabilities by connecting frontline pain points to scalability, quality, and labor-efficiency opportunities. Serve as a cross-functional integrator across operations, product, analytics, change management, and enablement teams to move initiatives from concept to execution. 5) Advance standardization, workflow integration, and future-state operating model design Drive efforts to unify platforms and standardize processes across roles and teams to improve consistency, efficiency, and accountability. Help define future-state operating models that move the organization from reactive operations toward more predictive, decision-driven management. Support integration-oriented improvements that create a more seamless experience across workflows, systems, data, and reporting. 6) Influence through leadership and stakeholder partnership Build trusted relationships with IKC Operations, IKC Product, and adjacent stakeholders to align priorities, accelerate execution, and resolve operational friction. Lead with an operator-first mindset while balancing strategic thinking, execution rigor, and cross-functional collaboration. Communicate clearly with leaders at multiple levels, translating complex operational and product topics into actionable decisions and measurable plans. Qualifications 10+ years of leadership experience in operations, transformation, product operations, enablement, or process improvement Experience leading adoption of technology-enabled workflow change across multi-site or matrixed healthcare operations Strong partnership orientation with product, analytics, change management, and frontline operations teams Proven ability to convert strategy into execution, including operating rhythms, KPIs, and accountability structures Experience with workflow standardization, change adoption, process redesign, and operational performance improvement Strong executive communication skills with the ability to influence without direct authority Preferred: experience in contact center operations, care management workflows, digital transformation, or healthcare operations What We’ll Provide: More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings. Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning. #LI-EM1 At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic. This position will be open for a minimum of three days. The Salary Range for the role is $129,000.00 - $205,000.00 per year. If a candidate is hired, they will be paid at least the minimum wage according to their geographical jurisdiction and the exemption status for the position. New York Exempt: New York City and Long Island: $66,300.00/year, Nassau, Suffolk, and Westchester counties: $66,300.00/year, Remainder of New York state: $62,353.20/year New York Non-exempt: New York City and Long Island: $17.00/hour, Nassau, Suffolk, and Westchester counties: $17.00/hour, Remainder of New York state: $16.00/hour Washington Exempt: $80,168.40/year Washington Non-exempt: Bellingham: $19.13/hour, Burien: $21.63/hour, Everette: $20.77/hour, Unincorporated King County: $20.82/hour, Renton: $21.57/hour, Seattle: $21.30/hour, Tukwila: $21.65/hour, Remainder of Washington state: $17.13/hour For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information. DaVita (NYSE: DVA) is a comprehensive kidney care provider focused on transforming care to improve the quality of life for patients globally. The company is a leading provider of kidney care services in the U.S. and has been a leader in clinical quality and innovation for more than 20 years. DaVita is working to help increase equitable access to care for patients at every stage and setting along their kidney health journey—from slowing progression of kidney disease to streamlining the transplant process, from acute hospital care to dialysis at home. As of March 31, 2022, DaVita served 200,800 patients at 2,809 outpatient dialysis centers in the U.S. The company operated an additional 346 outpatient dialysis centers in 11 other countries worldwide. DaVita has reduced hospitalizations, improved mortality and worked collaboratively to help propel the kidney care community to adopt an equitable, high-quality standard of care for patients around the globe. To learn more about what it means to be a part of our Village, visit Careers.DaVita.com. DaVita is an equal opportunity employer- Male/Female/Veterans/Disabled. To learn more about what this means click here. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks. We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.