Vice President Customer Operations

Overview

The Vice President of Customer Operations reports directly to the Executive VP and Chief Operating Officer. This senior leadership role spearheads the transformation of customer care and operational excellence within the organization. The position unifies member and provider interactions, propels digital innovation, and enhances service delivery by fostering strategic leadership and collaboration across teams. The VP drives initiatives to improve customer experience, streamline operations, and establish the company as a leader in oral healthcare.

Key Responsibilities

• Formulate and lead a long-term strategic plan positioning Customer Operations as a driver of service excellence and competitive advantage.
• Enhance talent management through workforce planning, leadership development, and succession strategies.
• Leverage analytics and business intelligence tools to guide decisions and ongoing improvements.
• Implement digital transformation efforts including AI, omnichannel engagement, and automation to modernize customer service.
• Drive customer experience enhancements via journey mapping, personalized feedback, and service innovation.
• Collaborate with various departments to ensure alignment with corporate goals including Whole Health and value-based care models.
• Maintain regulatory compliance by partnering with legal and compliance teams to address risks.
• Promote a culture of innovation, agility, and inclusivity throughout operational planning and execution.
• Oversee change management to facilitate adoption of new processes and technologies.
• Develop external partnerships to monitor industry trends and source new talent.

Qualifications

• At least 16 years of progressive leadership experience in complex, regulated sectors such as operations, healthcare, or insurance; including a minimum of 10 years in supervisory roles.
• Proven expertise managing enterprise-level operational functions like quality assurance, vendor management, and business insights.
• Track record of successfully leading cross-functional initiatives involving clinical, technology, legal, and business teams.
• Strong background in operational governance, quality frameworks, compliance, performance tracking, and risk management.
• Advanced skills in data analytics and business intelligence tools to influence strategy and operational forecasting.
• Experience driving operational transformation via modernized workflows, automation, digital tools, and AI-driven redesign.
• Vendor management experience with oversight of outsourced services, performance SLAs, and compliance deliverables.
• Executive presence and communication skills to influence at the C-suite level and align diverse stakeholders.
• Emotional intelligence and relationship-building prowess to lead teams through organizational changes and evolving care models.
• Leadership development experience, including succession planning, coaching, and building operational capabilities.
• Dedication to ethical leadership, inclusivity, and fostering continuous improvement cultures.
• Capability to lead remote and hybrid teams effectively.
• Healthcare, customer care, or technology industry experience preferred.

Knowledge and Skills

• Influential executive presence and ability to engage C-suite and cross-functional groups.
• Expertise in customer journey mapping, experience design, and service innovation.
• Strong data analysis capabilities, proficiency with tools like Power BI, Tableau, and Salesforce.
• Proven success in digital transformation and scaling operational initiatives.
• High emotional intelligence and adept stakeholder management.
• Strategic adaptability and agility in dynamic environments.
• Technical fluency with cloud platforms, CRM solutions, and digital engagement technologies.
• Commitment to ethical conduct and fostering a respectful, inclusive workplace.
• Excellent communication, coaching, and team-building skills.
• Ability to manage and lead in virtual and hybrid work settings.

Preferred Certifications

• Lean Six Sigma Certification (IASSC preferred)
• Project Management Professional (PMP) Certification (PMI preferred)

Compensation and Benefits

The estimated national pay range for this role is between $209,300 and $334,900 annually, with actual salary dependent on candidate qualifications, experience, and location factors.

Our comprehensive benefits package includes competitive base and incentive compensation, a 401(k) plan with strong matching contributions, medical and pharmacy coverage, fully employer-paid dental and vision insurance, a broad wellbeing program with financial incentives, paid time off including holidays and a birthday off, continuing education support, family assistance programs, volunteer opportunities, and employee discounts.

Additional Information

This position requires a background check in compliance with applicable fair chance and employment laws. Candidates must provide proof of eligibility to work in the U.S. Only applicants residing within specified states are currently eligible due to hiring restrictions.

Our organization is an equal opportunity employer committed to a discrimination and harassment-free work environment. We value diversity and inclusion and enforce policies to ensure fairness and respect at work.

About the Employer

Delta Dental has provided high-quality oral health care benefits since 1955, serving over 31 million people across multiple states and territories. The company operates through several affiliated entities within the Delta Dental Plans Association, delivering dental and vision coverage nationwide. The workplace culture emphasizes trust, service, excellence, and innovation with opportunities for leadership growth and a supportive team environment.