Customer Experience Regional Director

Summary

Directs and drives performance excellence and efficiency for assigned region, the accounts within area of responsibility, and the activities of senior managers, to execute staffing, budget, and service level agreement adherence. Responsible for initiating and driving operational and strategic initiatives and deployment of automation to achieve financial goals and objectives. Leads transformation efforts across multiple accounts or projects, and expertly identifies, defines, and solves complex business challenges. Accountable for coaching and developing account leaders, and establishing and driving a performance driven, results-focused, client and employee experience first culture. Partnering to propel continuous improvement across the operational organization, the Regional Director, works directly with support teams and internal stakeholders including the Account General Manager (AGM), Client Delivery Leader (CDL), and external Clients, to deliver exceptional client and employee experiences. 

Your role in our mission

• Provides direct oversight of regional operations and oversees business activities to ensure the highest standard of professional excellence is maintained among staff members.
• Builds, develops, and leads a team of Account Delivery Managers and supports leaders through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Establishes goals and objectives for operational areas and direct reports, and proactively initiates coordination of business-critical efforts and actions for cross-functional teams.
• Establishes and effectively leads weekly, monthly, and quarterly routines to drive continuous improvement in employee engagement and superior employee and team performance.
• Provides senior managers and staff direction to ensure ongoing improvement of functional policies, procedures, and guidelines to minimize and where possible eliminate friction points and drive increased productivity across business activities.
• Serving as regional escalation point for Client, AGM, CDL, and other senior leaders, proactively and transparently communicates information, provides recommendations to minimize adverse impact, and ensures remediation plans are executed timely. 
• Effectively supports region ‘sales and solution’ and design, development, and implementation [DDI] efforts with strategic account partners and internal team members applying strong knowledge of business and processes in support of area product, service offerings, and delivery of operational services, for potential and existing clients.
• Monitors client and employee satisfaction and applies data-driven insights to influence tactical and strategic plans to deliver exceptional experiences to both, while driving the achievement of business goals.
• Partners with enterprise leaders (Account Delivery, Technology, Engineering, HR, etc.) to identify, influence, and lead cross departmental improvement efforts.
• Interprets data and metrics to anticipate performance challenges, proactively provide recommendations to continuously inform staffing and budget forecasting and planning.
• Serves as a peer mentor for other leaders.

What we're looking for

• 15 or more years leading large scale, geographically disbursed teams in business operations or account leadership roles such as healthcare, healthcare technology and delivery, or business process outsourcing.
• Demonstrated ability to lead strategic and organizational change delivering intended results and outcomes.
• Exceptional relationship management skills and ability to influence decisions at executive leadership levels.
• Strong executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster direct dialog with external clients, employees, account partners, and internal business teams.
• Strong analytical skillset and critical thinking (i.e., ability to compile, interpret and analyze data to make fact-based recommendations and decisions).
• Experience managing 10 or more direct, and 500 or more indirect reports.
• Extensive knowledge of business operational areas such as Authorized Services, Customer Contact Centers, Claims, Mailroom, Pharmacy, Provider Enrollment, or Provider Relations.
• Industry DDI (design, development, and implementation) acumen of Medicaid or Medicare modules or project related to Authorized Services, Claims, Members Management, Provider Management or Customer Care Operations.

What you should expect in this role

• Remote, based on business need. Travel may be required up to 10-25% (periodic on-site leadership meetings, team events, or client presentations).
• The ideal candidate would be located in the Southeast region of the United States, as the role requires close collaboration with regional teams and clients. 

The deadline to submit applications for this posting is November 3, 2025.