Program Director, VoC Insights JR132081 - Elevance Health : Job Details

Program Director, VoC Insights

Location: This position will work a hybrid model (remote and office). The Ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint locations.

The Program Director, VoC Insights will be responsible for the development and ongoing management of one or more external client facing programs that are multi-state, multi-function and multi-year in scope. Program directors typically support business strategies through an integrated portfolio of external client facing programs, projects and initiatives. We are seeking a dynamic Program Director/Chief of Staff to support the Voice of the Customer (VoC) Insights and Analytics team. This leader will drive program execution, optimize team performance, and ensure alignment across initiatives.

How you will make an impact:

• Lead program management and execution for VoC initiatives to enhance customer experience.
• Support strategic planning, prioritization, and alignment of VoC insights with business goals.
• Craft compelling business cases for VoC program investments, demonstrating ROI and strategic value.
• Oversee analytics and reporting to inform decision-making and track performance.
• Collaborate cross-functionally to drive customer-centric strategies and initiatives.
• Act as a key advisor to the VoC team leadership, ensuring efficient operations.
• Manage resources, timelines, and deliverables for multiple projects simultaneously.
• Foster a culture of innovation and continuous improvement within the team.
• Establish program governance when needed to assure response to issue escalation; develops program budget and ensures program meets its stated objectives.
• Provides subject matter expertise in response to day-to-day business issues; researches applicable subject matter practices; and remains aware of industry trends.
• Manages external client facing relationships and partners with corporate and regional business areas.
• Develops communication documents and training criteria related to external client facing program success measures.
• Develops documentation to support meeting presentations and the tracking and reporting of the program's success.
• Provides leadership to program managers and project managers.
• Typically reports to an executive.
• Program directors typically manage external client facing programs that require managing activities and resources of multiple departments or business areas of the organization.

Minimum Requirements:

Requires a BA/BS and minimum of 10 years experience in external client facing program management, project management; complex business processes, strategic and business planning; or any combination of education and experience, which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences:

• MBA preferred
• Project management certification (PMP) preferred.
• Familiarity with Power BI and Tableau preferred.
• Healthcare industry experience preferred.