• Job Description

  Req#: 520684

  Grounded by a compelling mission, core values, and compassion for people, CDPHP and its family of companies offer a strong foundation for a rewarding career. Established in 1984, CDPHP is a physician-founded, member-focused, and community-based not-for-profit health plan that offers high-quality affordable health insurance to members throughout New York. The company values people, quality, innovation, and community, and its corporate culture supports those values wholeheartedly. CDPHP is committed to fostering a culture of belonging and takes a wholistic approach to diversity, equity, and inclusion. At CDPHP, the employees have a voice and are encouraged to make an impact at both the company and community levels through engagement and volunteer opportunities. CDPHP invests in employees who share these values and invites you to be a part of that experience.

  CDPHP’s Customer Experience Team is responsible for ensuring all customer solutions align with CDPHP’s enterprise strategy and vision. The Director of Customer Experience Operations plays a key role in bringing CDPHP’s strategy and vision to the marketplace allowing CDPHP to attract and retain customers and simplify their experiences. The Director leads a team responsible for designing and driving the customer’s experience with CDPHP’s products and the associated research, analysis, listening, mapping and development that supports that work. The Director is critical to enabling a frictionless customer experience strategy and ensuring that all functions, capabilities, and business processes ultimately meet the needs of our customers - partnering across the organization and externally to drive forward and achieve success. The Director champions reducing complexity and bridging solutions in the ecosystem to create a single, unified experience for CDPHP customers.

  
  

  Qualifications:

  • Bachelor's Degree or four (4) years of equivalent experience.
  • Minimum of five years of management experience in a health insurance company, healthcare or related setting with demonstrated ability in leadership and staff development is required.
  • Experience in managing a customer experience, wellness and/or well-being management program in a health insurance company, healthcare or related setting is highly desired.
  • A persuasive leader and motivator who is open and inclusive and strives to bring people together to build consensus but takes responsibility for the final decision.
  • Ability to conduct ongoing analysis of programs and implement enhancements to ensure customer satisfaction is preferred.
  • Demonstrated organizational development, motivational, and planning skills.
  • Demonstrated ability to effectively manage and lead is required.
  • Demonstrated ability to successfully manage multiple projects.
  • Strong cross-functional collaboration and communication skills.
  • Capable of listening and transforming a customer’s problem into a new feature or capability.
  • Focused on the customer at all times.
  • Capable of leading and motivating teams to accomplish work.
  • Strong Analytical skills.
  • Demonstrated ability to analyze problems, recommend and implement solutions.
  • Excellent verbal and written communication skills for a variety of audiences.
  • Ability to represent CDPHP outside the organization regarding business/service issues.
  • Demonstrated ability to utilize computer systems, applications and modern technologies.

  
  

  CDPHP salary ranges are designed to be competitive with room for professional and financial growth. Individual compensation is based on several factors unique to each candidate, such as work experience, qualifications, and skills. In addition to cash compensation, CDPHP employees may be eligible for an incentive payment, a discretionary cash reward based on employee and company performance. Some roles may also be eligible for overtime pay.

  CDPHP compensation packages go far beyond just salary. The company offers a comprehensive total rewards package that includes award-winning health care coverage, health care dollars, a generous paid time off allowance, employee assistance programs, flexible work environment, and much more. Learn about all CDPHP employee benefits at https://www.cdphp.com/about-us/jobs/benefits.

  As an Equal Opportunity / Affirmative Action Employer, CDPHP will not discriminate in its employment practices on the basis of race, color, creed, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, protected veterans status, or any other characteristics protected under applicable law. To that end, all qualified applicants will receive consideration for employment without regard to any such protected status.
  

  CDPHP and its family of companies include subsidiaries Strategic Solutions Management Consultants (SSMC), Practice Support Services (PSS), and ConnectRx Services, LL C.

• About the company

  An award-winning, not-for-profit, physician-founded and guided health plan based in Albany, NY.

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