Senior Director, CSO Shared Services

Your Future Evolves Here

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when theyre supported to live their best lives, and when they feel welcome to bring their whole selves to work. Thats one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

What You’ll Be Doing:

The Evolent SD, CSO Shared Services is a cross-functional role that leads teams and strategy across a variety of operational functions and in support of matrixed teams across the broader Clinical and Customer Service Operations. This individual will report to the Vice President (VP) of Customer Service Operations and will be responsible for initiating, planning, and executing on key strategic initiatives and projects that span multiple functional areas (WFM, implementations, employee onboarding, platform consolidation, and clinical licensure support).

What You’ll Be Doing :

Lead department responsible for workforce management, implementation, and onboarding support for Customer Service and other operational teams (outside of CSO)

Partner with Global teams on customer service and operational quality management and align with best practices and standards

Develop enterprise WFM strategy across all clinical and customer service operational functions

Work closely with technology teams on developing and executing on telephony and WFM platform consolidation

Present analysis and insights for operational and business review and planning to senior leadership and stakeholders

Develop and implement business solutions through data and process analysis and monitor the outcomes and impacts

Support ad hoc and strategic business activities through analysis and reporting and identify opportunities and risks

Review and report on key operational metrics and drive action plans to optimize performance and efficiency

Produce and ensure alignment of staffing forecasts with KPI and budget models and provide recommendations based on scenario planning

Prepare staffing data to support annual budget process and provide feedback on projections

Required Experience:

10 years of combined health care industry and/or operations experience

6 years of experience handling complex operations and financial issues that may have divisional or companywide scope

Bachelor’s degree

Polished communication style that can adjust for cross-functional groups across the organization, including executive leadership.

Proven analytical skills that have resolved tough problems with positive, measurable and impactful outcomes.

Track record of ownership and tenaciously looking for ways to get results and improve the status quo

Comfort in a highly matrixed environment

Ability to manage multiple priorities, prioritize, adapt to change, and work well under pressure

Detail orientation and project management skills

Ability to translate complex concepts into easily understood stories and tactical plans

Technical Requirements:

We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact recruiting@evolent.com for further assistance.

The expected base salary/wage range for this position is $. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. As part of our total compensation package, Evolent is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.

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For more insights about Evolent Health, click on Life At Evolent (https://www.evolent.com/) to learn more!