Senior Director, Enterprise Issue Response & Resolution

Job Description

Job Description

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.   

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.  

The Senior Director, Enterprise Issue Response & Resolution, is responsible for establishing and leading an enterprise capability to identify, prioritize, coordinate, resolve, and govern material business issues, executive escalations, and organizational emergency events.  This leader will create a consistent, end-to-end operating model that provides clear ownership, timely decision-making, coordinated execution, transparent reporting, and sustained remediation across all business functions across Medica. The Senior Director will serve as the central point of coordination for complex issues that cross organizational boundaries, cannot be resolved through normal business processes, or require executive visibility and intervention.

The role also leads enterprise emergency-management readiness and response, including emergency activation, command structure, executive communications, action tracking, resolution governance, and post-event review.  In addition, the Senior Director will build and then serve as the business owner for the enterprise issue-resolution workflow and supporting technology, ensuring that tools, data, reporting, and intelligent intake capabilities support the operating model. Performs other duties as assigned. 

Key Accountabilities 

Enterprise Business Issue Resolution

• Design, implement, and continuously improve the enterprise business issue-resolution operating model.
• Establish a consistent process across the organization for issue intake, validation, classification, prioritization, routing, owner acceptance, investigation, action planning, resolution, closure, and post-resolution review.
• Define enterprise issue categories, severity levels, materiality criteria, escalation thresholds, service-level expectations, and closure standards.
• Ensure every material issue has a clearly identified accountable business owner, documented action plan, target resolution date, and appropriate governance.
• Lead cross-functional issue-resolution efforts involving multiple business units, vendors, or executive stakeholders.
• Facilitate structured problem-solving, clarify decision points, remove barriers, and escalate unresolved matters to the appropriate leadership forum.
• Reduce duplicate investigations, disconnected work items, inconsistent handoffs, and repeated information gathering.
• Ensure issues are not closed until resolution evidence, residual risks, outstanding actions, and ongoing ownership are documented.
• Identify recurring issues, systemic patterns, and underlying process weaknesses that require broader corrective action.

Emergency Management and Executive Escalation

• Develop the enterprise emergency-management framework, including activation criteria, severity levels, roles, decision rights, response protocols, and escalation pathways partnering closely with Cybersecurity, Privacy, Facilities, External Communications, and others who own existing related processes.
• Lead or coordinate the enterprise response to material business crises and executive escalations. Coordinate participation and actions across Operations, Technology, Legal, Compliance, Risk, Communications, Customer Service, Clinical, Human Resources, Finance, vendor management, and other relevant functions.
• Establish an appropriate emergency command structure based on the nature and severity of the event.
• Produce timely situation reports, executive briefings, decision logs, stakeholder updates, and action summaries.
• Maintain a single source of truth for issue status, decisions, ownership, dependencies, risks, and next steps during an active emergency.
• Ensure regulatory deadlines, contractual commitments, customer or member obligations, and required notifications are identified and actively managed.
• Develop emergency playbooks, communication protocols, stakeholder maps, and escalation procedures.
• Conduct tabletop exercises, simulations, readiness assessments, and leadership training.
• Lead post-event reviews and ensure lessons learned are converted into accountable remediation actions.
• Track corrective actions through completion and escalate overdue or ineffective remediation.

Leadership and Capability Building

• Build and lead a high-performing business issue-resolution and emergency-management team.
• Define team structure, roles, skills, staffing levels, operating procedures, and development plans.
• Coach issue managers and business leaders on issue ownership, escalation, structured problem-solving, and executive communication.
• Establish a network of trained issue-resolution and emergency-management representatives across business functions.
• Create standards, templates, playbooks, training materials, and facilitation methods that can be applied consistently across the enterprise.
• Promote a culture of early escalation, transparency, accountability, constructive challenge, and sustained problem resolution.
• Influence leaders across organizational boundaries without relying solely on direct authority.
• Manage applicable budgets, vendors, professional services, and technology investments.
• Represent the enterprise business issue-resolution capability in executive, risk, compliance, operational, and technology forums.

Required Qualifications

• Bachelor’s degree in business, healthcare administration, operations, risk management, organizational leadership or a related field
• 15+ years of progressive experience in business operations, enterprise issue resolution, risk management, emergency management, or related disciplines
• 10+ years of leadership experience leading cross-functional teams, strategic initiatives, organizational transformation, or business process improvement programs
• Proven leadership experience building, developing, and leading high-performing teams through periods of growth, change, and transformation
• Proven success establishing governance frameworks, operating models, workflows, and scalable processes that improve organizational performance and accountability

Preferred Qualifications

• Industry experience in healthcare, health insurance, or another highly regulated industry
• Demonstrated success designing and implementing enterprise issue management, business resolution, crisis response, or emergency management programs
• Knowledge of ServiceNow, including workflow design, intake management, case management, and/or AI-enabled process automation capabilities
• Strong executive communication skills, including the ability to prepare and deliver executive briefings, status updates, and decision recommendations
• Demonstrated ability to make sound decisions with incomplete information and effectively manage competing priorities during high-impact situations
• Possesses the confidence and judgment to raise concerns, challenge assumptions, and provide recommendations in executive-level forums
• Proven ability to foster a team culture of transparency, accountability, continuous improvement, and constructive challenge

This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN office, on average, 3 days per week.  

The full salary grade for this position is $150,000 - $257,200. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $150,000 - $225,015. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data.  In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States. 

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.