Associate Vice President, Contact Center Platform

Alignment Health is breaking the mold in conventional health care committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we this fast-growing company you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters not only changing lives but saving them. Together.

The AVP of Contact Center Platform Technology oversees the Strategic vision roadmap budget delivery and operation of Alignment Healthcares contact center technology platform. This leadership role will work closely with technology and executive business leadership across functional domains and business departments to deliver contact center solution platforms IVR application solutions and telecommunications capabilities required to drive Alignment Healthcares business outcomes. Defines and delivers a contact center technology strategy that enables multiple types of communications technologies to achieve aggressive growth addition this leader will be called upon to drive call automation improve channel delivery efficiency and develop enhanced interaction models that improve customer engagement. Develops key delivery and performance metrics that drive continuous improvement. Manages the executive and technology team relationships while driving successful results from partnerships with key third-party vendors such as telecommunication carriers.

GENERAL DUTIES/RESPONSIBILITIES
1. Delivers the strategic technology vision and roadmap for Alignment Healthcares contact center agent delivery platform IVR and telecommunications capabilities
2. Anticipates future contact center trends and business needs while improving speed to market of key capabilities
3. Builds solid executive relationships and manage key partnerships with external providers
4. Ensures all availability targets are met or exceeded
5. Leads technology and business department transformations to product-oriented delivery model that is consistent with the agile delivery approach
6. Establishes tracks and monitors key metrics to measure delivery performance and quality
7. Interfaces with Business Technology and Business leadership to understand near and long term needs and identify opportunities for the contact center channel to drive value and efficiency
8. Provides leadership coaching and mentoring to direct reports to foster a culture of excellence and continuous learning
9. Attracts develops and retains talent to achieve a strong team and develop own technical coaching and leadership skills to take advantage of leading technology trends

Supervisory responsibilities:

Oversees assigned staff. Responsibilities include recruiting selecting orienting and training employees; assigning workload; planning monitoring and appraising job results; and coaching counseling and disciplining employees.

Job Requirements:

Experience:

Required: Minimum 5 years of Leadership experience. 8 years of telecommunications domain experience. 5 years advanced analytical and reporting skills in the contact center or telecommunications domain. 5 years of experience in healthcare industry with proven understanding of data terminology. Experience in the healthcare consumer or service web and mobile apps domains

Experience in data-driven decision making and demonstrated use of data to inform and guide product and feature roadmap. Experience with CRM workflow platforms such as Salesforce Pega Dynamics 365 etc. Experience with Cloud Based cloud-based telecommunications delivery platforms

Preferred: Experience with CRM workflow platforms such as Salesforce Pega Dynamics 365 etc.

Experience with Cloud Based cloud-based telecommunications delivery platforms. Familiarity with data data science and analytics teams and solutions. Experience within the healthcare domain including population health and delivery systems. Experience with process improvement methodologies (Lean or Six Sigma)

Education:

Required: High School Diploma or GED. Bachelors degree Computer Science IT or four years additional experience in lieu of education.

Preferred: MBA

Training:

Required:

Preferred:

Specialized Skills:

Required:

• Ability to communicate positively professionally and effectively with others; provide leadership teach and collaborate with others.
• Demonstrate broad knowledge of technical product development management principles strategic and operational planning project implementation and performance monitoring
• Ability to deliver against tight deadlines and handle multiple competing demands
• Preferred:
• Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members management employees and vendors;
• Mathematical Skills: Ability to perform mathematical calculations and calculate simple statistics correctly
• Reasoning Skills: Ability to prioritize multiple tasks; advanced problem-solving; ability to use advanced reasoning to define problems collect data establish facts draw valid conclusions and design implement and manage appropriate resolution.
• Problem-Solving Skills: Effective problem solving organizational and time management skills and ability to work in a fast-paced environment.
• Report Analysis Skills: Comprehend and analyze statistical reports.

Licensure:

Required: None

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1 While performing the duties of this job the employee is regularly required to talk or hear. The employee regularly is required to stand walk sit use hand to finger handle or feel objects tools or controls; and reach with hands and arms.

2 The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $198219.00 - $297329.00

Pay range may be based on a number of factors including market location education responsibilities experience etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability age protected veteran status gender identity or sexual orientation.

*DISCLAIMER:Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal be advised that Alignment Health and its subsidiaries will never ask you for a credit card send you a check or ask you for any type of payment as part of consideration for employment with our you feel that you have been the victim of a scam such as this please report the incident to the Federal Trade Commission at If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Healths talent acquisition team please email.