Director - Finance Shared Services & Experience (ServiceNow) (Remote)

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This is a Stanford Health Care job.

A Brief Overview
Working within the Finance Controller's Office, the Director, Finance Shared Service and Experience provides strategic and operational leadership for AskFinance, the finance shared services function supporting Stanford Health Care Finance. This role is responsible for service delivery, intake and case management operations, performance oversight, process standardization, customer experience, and continuous improvement. The director partners closely with finance leaders, subject matter experts, and enabling teams to strengthen service effectiveness, advance operational discipline, and scale shared services capabilities in alignment with organizational priorities.

Locations
Stanford Health Care

What you will do

• AskFinance Operations and Service Delivery:

• Lead AskFinance operations, including intake and triage, case management, escalation processes, and day-to-day service delivery.

• Oversee staffing, workload balancing, and resource planning to meet service demand and operational priorities.

• Monitor service volumes, cycle times, backlog, quality, and customer feedback to identify improvement opportunities and drive performance.

• Service Strategy, Metrics, and Governance:

• Establish and monitor service levels, operational metrics, dashboards, and reporting to assess performance and drive accountability.

• Lead governance for AskFinance, including escalation pathways, service review routines, prioritization, and performance communication to leadership.

• Define and evolve the AskFinance service model, including service scope, intake pathways, routing logic, service catalog, escalation criteria, and ownership across shared services and subject matter teams.

• Ensure operational controls, documentation, and standard work align with Finance policies, service expectations, and audit requirements.

• Process Design and Continuous Improvement:

• Develop and maintain standardized procedures, workflows, decision trees, and knowledge resources to support consistent service delivery.

• Partner with enabling teams, including technology and process owners, to enhance tools, workflows, reporting, and user experience.

• Lead continuous improvement efforts that strengthen service quality, operational discipline, and the effectiveness of Finance shared services.

• Develop and advance a strategic roadmap for AskFinance to mature, expand, and scale services in alignment with organizational priorities.

• Stakeholder Partnership and Service Coordination:

• Partner with Finance leaders and subject matter experts to define support models, clarify ownership, improve handoffs, and strengthen issue resolution.

• Build effective relationships across Stanford Medicine to understand business needs, align priorities, and identify service opportunities.

• Collaborate with operational, technical, and enabling partners to support service consistency, issue resolution, and operating model effectiveness.

• Partner with the program and change management team to support readiness, communications, training coordination, and adoption of new processes, tools, and service enhancements.

• Customer Experience and Communications:

• Gather stakeholder and customer feedback to improve the AskFinance experience and strengthen service delivery.

• Lead communications regarding service priorities, performance, and changes affecting AskFinance customers and stakeholders.

• Team Leadership and Culture:

• Lead, coach, and develop staff while fostering a customer-focused, accountable, and continuously improving culture. Perform supervisory responsibilities including interviewing, hiring, training, performance management, employee relations, and other personnel actions as needed.

• Perform other duties as assigned.

Education Qualifications

• Bachelors Degree from an accredited college or university.

• Master Degree preferred from accredited college or university.

Experience Qualifications

• Eight (8) years of progressively responsible experience in shared services, finance operations, customer support operations, or other relevant operational leadership roles.

• Experience leading service-oriented operations with accountability for performance, staffing, workflow management, and measurable outcomes.

• Experience improving operational processes, service delivery models, reporting, knowledge resources, or customer support practices in a complex organization.

• Experience in finance shared services, ERP support, service desk operations, or business operations within healthcare, an academic medical center, or a similarly matrixed environment preferred.

• Experience with service management, case management, workflow, or reporting tools to support operational oversight and continuous improvement preferred.

Required Knowledge, Skills and Abilities

• AskFinance Operations and Service Delivery:

• Ability to lead service-oriented operations with a focus on service quality, responsiveness, operational discipline, and measurable outcomes.

• Strong knowledge of intake, triage, case management, workflow oversight, and escalation management.

• Service Strategy, Metrics, and Governance:

• Strong knowledge of service metrics, reporting, dashboards, service model design, and governance practices.

• Ability to establish service standards, intake and routing frameworks, service catalog definitions, escalation paths, and operating routines.

• Strong understanding of operational controls, documentation standards, policy compliance, and audit readiness.

• Process Design and Continuous Improvement:

• Strong knowledge of process standardization, knowledge management, and service delivery practices.

• Ability to identify improvement opportunities, implement operational enhancements, and strengthen service effectiveness.

• Strategic thinking related to service maturity, scalability, and roadmap development.

• Stakeholder Partnership and Service Coordination:

• Ability to build effective partnerships across finance, operational, technical, and program teams in a complex, highly matrixed organization.

• Strong collaboration, facilitation, and problem-solving skills, with the ability to clarify ownership and drive cross-functional alignment.

• Ability to support change adoption through stakeholder engagement, communications, and training coordination in partnership with the team responsible for change management.

• Customer Experience and Communications:

• Excellent written, verbal, facilitation, and presentation skills, with the ability to tailor communications to varied audiences.

• Commitment to customer service excellence and continuous enhancement of the user experience.

• Team Leadership and Culture:

• Demonstrated ability to lead, coach, and develop teams while fostering an accountable, customer-focused, and continuously improving culture.

• Strong judgment, prioritization, and leadership skills, with the ability to manage competing demands and drive results through others.

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care

• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health

• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $97.18 - $128.78 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.