JOB DESCRIPTION

The Director National Care Center will lead enterprise strategy execution by managing multi-site operations and shifting from traditional service to a high-touch, concierge-style customer experience. This leader will define and execute short- and long-term goals that align with business priorities and operational direction to ensure maximum productivity, cost effectiveness and customer service quality. Demonstrate change management leadership, guiding the organization through complex transformation initiatives with a focus on agility, resilience, and stakeholder alignment. This role requires high emotional intelligence and proven success in leading and creating a strong change resilient culture.
Proven track record in large-scale transformation, cultural change, and delivering measurable impact in customer experience, operational excellence in complex organizations, and leading high-performing teams.

QUALIFICATIONS

Minimum Qualifications

• 12+ years w/Bachelor’s degree; 3+ years management
• Additional experience may be accepted in lieu of education or degree

Additional Experience

• Bachelor’s degree in Business Management, Human Resource Management, Communications, or a related field, plus at least five years of contract and quality management experience (preferably with a government or private healthcare payer); relevant experience may substitute for a degree.

Knowledge, Skills, Abilities

• Leadership & Execution: Demonstrates strong leadership competencies; developing teams and leading complex, enterprise-wide operations with strong resource management, cross-functional leadership, and negotiation skills.
• Customer & Team-Centric Mindset: Deep commitment to service excellence with a strong focus on team development, employee engagement, and delivering exceptional customer and provider experiences.
• Operational & Industry Expertise: Knowledge of healthcare and dental benefits, contact center operations, telecommunications platforms, and related claims and eligibility systems.
• Analytical & Problem-Solving Strength: Exceptional analytical and critical thinking abilities with the capacity to assess complex business needs, identify opportunities, and recommend actionable solutions.
• Technology & Systems Proficiency: Experience with systems development implementation of contact center platforms and leveraging predictive analytics and automation to enhance performance and scalability.
• Project & Program Management: Demonstrated ability to manage large-scale projects using formal project management principles and techniques to deliver results on time and within scope.
• Communication & Influence: Excellent verbal, written, and interpersonal communication skills, with the ability to translate strategy and operational data into clear executive-level presentations.
• Time & Priority Management: Highly organized with strong time management skills, able to balance multiple priorities while maintaining attention to detail and high performance standards.

Licenses

• N/A (Not Applicable). '

Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 24. $122,400 - $265,100

ABOUT THE TEAM

Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, Hawaii, Maine, Nebraska, New Hampshire, North Dakota, Oklahoma, Vermont, West Virginia, Wyoming, Washington DC, Puerto Rico or other US Territories or outside of the United States at this time

• Change Leadership: Support the building of organizational change planning for national contact center transformation. Responsible for Change Leadership within the organization and driving towards and reinforcing a culture of resiliency and constant evolution while maintaining an atmosphere of Operational Performance Excellence. Must be skilled in change communications across multiple levels of the employee base.
• Operational Leadership: Provide enterprise-wide leadership to national contact center managers, fostering a high-performing, inclusive, and empowered team culture. Champion a mindset of emotional intelligence, continuous agility and service excellence. Build cross-boundary partnerships to align operations with enterprise priorities. Ensure contact center performance meets division goals and evolves with organizational needs.
• Transformation & Execution: Support the design of the national strategy and then execute the national strategy to evolve contact center into a concierge-level, customer -centric experience. Define what “care center excellence” looks like, set long-term objectives, and continuously adapt the roadmap for improvements and to align with emerging business, workforce, and customer needs.
• Performance & Insight-Driven Management: Establish and lead a comprehensive performance management framework using realtime KPIs including customer satisfaction, resolution rates, and agent productivity. Benchmark against industry standards and leverage insights to drive improvement, transparency, and accountability.
• Technology & Digital Innovation: Prioritize and lead the integration and the optimization of AI-driven, omnichannel technologies to modernize service delivery and elevate the customer experience. Drive adoption of predictive analytics, automation, and cloud-based platforms to proactively resolve issues and enhance operational excellence.
• Operational Efficiency & Scalability: Streamline processes across contact centers to ensure consistency, efficiency, and scalability. Implement standard workflows, cost optimization strategies, and workforce management practices to reduce variability and improve service delivery at scale.