About Blue Cross and Blue Shield of Minnesota At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing. If you are ready to make a difference, join us. The Impact You Will Have Blue Cross and Blue Shield of Minnesota is hiring a Director Delivery Services to lead service operations within a key business area. This role is responsible for ensuring the efficient and high-quality delivery of service that meets the needs of our members, group purchasers, providers, and agents. As a strategic and empathetic leader, you will guide a high-impact service team and champion the member experience with clarity, operational excellence, and forward-thinking leadership. The Director will play a critical role in shaping the future of service delivery-driving performance, embracing innovation, and leading teams through transformation. The ideal candidate will have 7+ years of experience in call center or operations roles, including 3+ years in leadership. With a strong operational focus, you've led large teams through change, driven performance, and delivered results. You're strategic, adaptable, and collaborative. Above all, you're passionate about service and committed to putting members first. This is a hybrid role, 2 days a week in office, in Eagan, MN. Your Responsibilities Directs the implementation of the service operational strategies to provide superior, cost-effective service delivery. Participates in the development and directs the implementation and monitoring of performance metrics to ensure that performance guarantees, corporate measures and regulatory requirements are met. Directs the allocation of resources to ensure appropriate staffing levels for assigned service area and collaborates with other service directors to ensure appropriate staffing for the entire service center. Collaborates with account management groups in developing and maintaining customer relationships. Leads initiatives in collaboration with other departments to identify and implement technology and process improvements to support efficiency and accuracy. Serves as a business representative on organizational initiatives to represent the member perspective and ensure operational ability to serve customers. Coaches and develops staff to ensure achievement of performance goals - both individually and across the call center. Implements programs and processes to ensure availability of skilled staff for succession planning. Manages the department including interviewing and hiring employees following required EEO and Affirmative Action guidelines and ensuring employees receive the proper training. Conducts performance evaluation, and is responsible for managing employees, including skill and career development, policy administration, coaching on performance management and behavior, employee relations and cost control. Required Skills and Experiences: 7+ years of related professional experience, with 3+ years of management experience. All relevant experience including work, education, transferable skills, and military experience will be considered. Accepting this director level position at BCBSMN requires signing an Employee Confidentiality, Intellectual Property Assignment and Restrictive Covenants Agreement as a condition of employment. Call Center experience required. Familiarity with call center technologies. Demonstrated ability to achieve results. Demonstrated ability to develop and execute strategic plans. Demonstrated ability to lead projects. Well developed presentation skills. Strong coaching and employee development knowledge and skills. Ability to develop strategic working relationships and influence others. High school diploma (or equivalency) and legal authorization to work in the U.S. Preferred Skills and Experiences: Bachelor's degree or MBA/Master's degree. Previous work experience in service industry, healthcare or insurance preferred. Proven leadership experience in a call center or customer service environment. Strong operational background with a track record of driving performance and efficiency. Strategic thinker with a history of executing high-impact initiatives. Passion for customer service and a deep commitment to putting members first. Experience navigating system migrations and leading through transformation. Experience partnering with offshore vendors. Ability to pivot quickly and lead through evolving priorities. Compensation and Benefits: Pay Range: $115,000.00 - $155,300.00 - $195,600.00 Annual Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job. We offer a comprehensive benefits package which may include: Medical, dental, and vision insurance Life insurance 401k Paid Time Off (PTO) Volunteer Paid Time Off (VPTO) And more To discover more about what we have to offer, please review our benefits page. Equal Employment Opportunity Statement At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. Blue Cross of Minnesota is an Equal Opportunity Employer and maintains an Affirmative Action plan, as required by Minnesota law applicable to state contractors. All qualified applications will receive consideration for employment without regard to, and will not be discriminated against based on any legally protected characteristic. Individuals with a disability who need a reasonable accommodation in order to apply, please contact us at: talent.acquisition@bluecrossmn.com. Blue Cross and Blue Shield of Minnesota and Blue Plus are nonprofit independent licensees of the Blue Cross and Blue Shield Association. Blue Cross and Blue Shield of Minnesota is an Equal Opportunity and Affirmative Action employer that values diversity. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on race, color, creed, religion, sex, national origin, genetic information, marital status, status with regard to public assistance, disability, age, veteran status, sexual orientation, gender identity, or any other legally protected characteristic.
