Senior Director, National Sales and Account Management Business Services

Senior Director, National Sales and Account Management Business Services

This position is responsible for leading the quoting shared service to ensure a consistent experience across multi-market Mid-Large and National Accounts customers and prospects and driving the strategy to scale this model to additional customers in future business cycles. In addition, this role is accountable for several key strategic programs with broad based impact across Sales & Account Management all focused on building a seamless quoting experience across Kaiser Permanente and laying the foundation for broader growth.

Oversees the delivery, execution, and sustainment of process improvement (PI) engagements including kaizen. Ensures consultation is provided to stakeholders and process owners by building and nurturing trusted partnerships between stakeholders and teams to drive process improvements. Oversees the development of strategic plans which ensure alignment of organizational objectives, business priorities, and process improvement initiatives. Serves as a lead advocate for continuous improvement by establishing cutting edge industry practices, standards, and benchmarks. Champions large and complex change management activities associated with care delivery or clinical initiatives and oversees team members in performing complex data analyses to drive care delivery or clinical initiatives.

Essential Responsibilities:

• Builds organizational capacity and prepares high potentials for growth opportunities and advancement; builds collaborative networks inside and outside the organization for self and others. Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Models and drives continuous learning and oversees the recruitment, selection, and development of talent; stays current with industry trends, benchmarks, and best practices; ensures performance management guidelines and expectations to achieve business needs. Acts as a thought leader on industry trends, benchmarks, and best practices; shares best practices within and across teams to drive improvement. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams.
• Oversees the operation of multiple units and/or departments by identifying member and operational needs; ensures the management of work assignment allocation and completion; translates business strategy into actionable business requirements; ensures products and / or services meet member requirements and expectations while aligning with organizational strategies. Engages strategic, cross-functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and ensures resolution of escalated issues. Sets and communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; obtains and distributes resources. Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly; ensures teams accomplish business objectives; serves as a subject-matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy.
• Oversees the delivery, execution, and sustainment of process improvement (PI) engagements including kaizen by ensuring the use of advanced methods and tools to ensure the development of stakeholder capabilities for process change and improvement into long-term strategies and business goals; guiding the deployment and integration of data-driven PI principles, tools, and problem-solving methods including Lean/Six Sigma concepts and techniques; guiding high performance team capabilities to harness collective intelligence and take quick action to test ideas and achieve real time business results; defining the future direction for the design and development of process architecture and recommendation documents; taking accountability for realization of results; and presenting results and recommendations to executive management as appropriate.
• Ensures consultation is provided to stakeholders and process owners by building and nurturing trusted partnerships between stakeholders and teams to drive process improvements; overseeing the development of management systems to sustain process changes; driving a culture of learning to drive stakeholder process improvement leadership competencies; overseeing stakeholder training; and providing ongoing coaching to executive management in order to build a continuous improvement mindset and culture, and to build capabilities that drive results.
• Oversees the development of strategic plans which ensure alignment of organizational objectives, business priorities and process improvement initiatives by ensuring performance metrics, standards, and methods are defined, developed, and evaluated to establish process success; partnering with executive stakeholders, often with competing/conflicting objectives, to ensure cohesive and reachable metrics; reviewing and refining strategic plans and performance metrics as appropriate to define the long-term direction; and overseeing a portfolio of diverse and complex initiatives to ensure delivery of measurable results and alignment with strategic objectives.
• Serves as a lead advocate for continuous improvement by establishing cutting edge industry practices, standards, and benchmarks; attending and presenting at roadshows, conferences, and speaking events; leading the ongoing enhancement of process improvement practices, standards, and methods across KP; and serving as an advocate to ensure continuous learning and improvement is championed as a people strategy.
• Champions large and complex change management activities associated with care delivery or clinical initiatives by engaging and influencing stakeholders to obtain support and buy in for changes; partnering with executive management, project champions, and clinical owners to communicate and align improvement initiatives with strategic objectives; determining appropriate change management method and approach to meet long-term business goals; and ensuring stakeholders embrace a change management mindset, understand intent and purpose, and foster a culture of change.
• Oversees team members in performing complex data analyses to drive care delivery or clinical initiatives by providing advice on appropriate data analysis tools and approach to assess performance; providing advice on suitable data gathering and analysis methods (e.g., process observation, hard data, etc.); defining data requirements and obtaining customer agreements, including customer requirements as appropriate; and forecasting and alleviating risks through data-driven analysis.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Constructive Feedback
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Leadership
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Strategic Thinking
• Team Building
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Applied Data Analysis
• Business Acumen
• Business Process Improvement
• Emotional Intelligence
• Managing Diverse Relationships
• Negotiation
• Project Management
• Service Focus
• Written Communication

Minimum Qualifications:

• Minimum five (5) years experience in a leadership role with direct reports.
• Bachelors degree in Business Administration, Finance, Engineering, Health Care/Public Health Administration, Behavioral/Social/Computer Science, Liberal Arts, Mathematics, or related field and minimum twelve (12) years progressive corporate, non-profit, project management or consulting experience, including minimum six (6) years in process improvement or directly related field OR Minimum fifteen (15) years progressive corporate, non-profit, project management or consulting experience, including minimum (6) years in process improvement or directly related field.

Preferred Qualifications:

• Five (5) years of experience working with hospital operations.
• Five (5) years of experience working in impact spending and sustainability.
• Five (5) years of experience working in an integrated healthcare delivery system.
• Five (5) years of experience working in market membership growth.
• Five (5) years of experience working in business optimization and transformation.
• Six (6) years project management experience.
• Six (6) years experience in transition or change management implementation.
• Master's degree in Business Administration, Finance, Engineering, Health Care/Public Health Administration, Behavioral/Social/Computer Science, Mathematics or related field.
• Six (6) years experience in sales/sales operations process improvement.
• Six (6) years experience in health insurance administration process improvement.
• Six (6) years experience in business operations (e.g., Finance, HR, Compliance) process improvement.
• Six (6) years experience in strategic planning and strategy deployment (e.g., Hoshin Kanri).
• Five (5) years healthcare experience.
• Five (5) years experience delivering