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Customer Experience Business Process Manager

Company: Kaiser Permanente
Location: Burbank
Posted on: February 7, 2020

Job Description:

Customer Experience Business Process ManagerLocation: Burbank, CAAdditional Locations: 1800 Harrison 1800 Harrison, 1800 Harrison, Oakland,California, 94612Job Number: 827510Date posted: 11/21/2019 Description:Our team looks holistically at our customer experiencemethodology - collects the -voices- of our customers, both internally andexternally, and drives cross-functional initiatives to support customer-centricpriorities. That-s a big scope of work and requires both passion and skills. Tobe effective at how we serve our customers, we must have a team that looksholistically at the journey we are on with our customers and supports/steersthe department in the right direction to deliver great customer experiencesacross every touchpoint in the journey.This position will manage (8) tenured, knowledgeable frontline direct reports responsible for both the CA and HI regions. Thisindividual will be responsible for managing the end to end operations forKaiser Permanente-s National Account business segment working closely withtheir peers in other regions as well as multiple cross functional and crossregional partners. Data analytics and root cause analysis will be used todrive continuous improvement efforts that deliver efficiencies whilemaintaining top quality outputs and concurrently balancing a healthy, engaged,empowered and productive team. This individual will need to becomfortable developing and executing strategy and getting into the weeds for afull understanding of the processes and technology used to support the work oftheir team on behalf of our customers. Responsible for the management and leadership of a range of process improvement and process management activities. Activities managed include planning, performing, and implementing process improvement initiatives, in addition to ownership of operational processes. These initiatives may represent one portion of a larger project, or may represent a stand alone initiative or function within a work group or department. Process management functions may include data gathering and analysis, best practice research, process mapping, developing and recommending alternatives for improvement, developing performance metrics, obtaining leadership or stakeholder agreement, implementing improvements, and monitoring post-process improvement initiative performance to updated standards. Activities are undertaken and executed in support of organizational goals and are accountable for providing business process solutions to meet internal and external customer expectations.Essential Responsibilities:Resource Management: Manages in very complex organization(s) the efforts of direct and indirect reports, and collaborates with, provides guidance to and influences employees, clients and matrix partners.Responsible for selecting, developing, and deploying staff in the most effective manner to meet assigned objectives. Responsible for performance management, compensation decisions, rewarding and recognizing employees, and providing on-going, regular performance feedback.Strategic Partnership & Planning: Formulates complex, effective strategies consistent with the business and competitive strategy of the organization and/or functional area. Examines policy issues and strategic planning with a long-term as well as short term perspective. Determines objectives and sets priorities; anticipates potential threats or opportunities and vets them within the organization and with the client as appropriate.Change Management & Innovation: Proactively engages client leaders and matrix partners to actualize change initiatives. Develops and/or encourages new ideas/approaches. Establishes procedures and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex environments. Uses efficient and cost-effective approaches to integrate technology into the workplace and improve program effectiveness. Develops strategies using new technology to enhance decision making. Understands the impact of technological and process changes on the organization.Results & Accountability: Ensures that effective controls are developed and maintained to ensure the integrity of the organization. Takes corrective action, as appropriate. Ensures that performance is aligned with mission, goals and outcomes and is completed within established timeframes. Monitors and evaluates complex plans; focuses on results and measuring attainment of outcomes. Has budget accountability.Basic Qualifications:ExperienceMinimum three (3) years of management experience.Minimum eight (8) years of process and/or project management, consulting, or related business experience.EducationBachelor's degree OR four (4) years of experience in a directly related field.High School Diploma or General Education Development (GED) required.License, Certification, RegistrationN/AAdditional Requirements:Must be able to work in a Labor/Management Partnership environment.Preferred Qualifications:Knowledge of process management/improvement, methodologies preferred.Health plan management knowledge preferred.Graduate degree in a business or management discipline preferred.Sales/Account Management experience with a propensity to understand and continuously improve processes with a goal towards efficiency and qualityClear and concise communicationDeal with ambiguity and able to influence/persuade/collaborate/escalate as needed to drive timely decisions/solutions Effectively manage / lead changeAble to effectively and comfortably move through multiple scenarios/challenges throughout each day Build strong and trusted partnerships with key internal stakeholders Primary Location: California,Burbank,Marketing Sales Service and Admin 3100 ThorntonScheduled Weekly Hours: 40Shift: DayWorkdays: Mon - FriWorking Hours Start: 8:00 AMWorking Hours End: 5:00 PMJob Schedule: Full-timeJob Type: StandardEmployee Status: RegularEmployee Group/Union Affiliation: Salaried, Non-Union, ExemptJob Level: Manager with Direct ReportsJob Category: Consulting Services / Project/Program Management (Non IT)Department: National AccountsTravel: Yes, 25 % of the TimeKaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

Keywords: Kaiser Permanente, Burbank , Customer Experience Business Process Manager, Executive , Burbank, California

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