Director, Digital Alignment & Enablement

Over 35 years strong and fueled by 1,700 smart, passionate employees across New York state and Vermont, MVP is full of opportunities to grow. We are a nationally recognized, award-winning leader for a reason. The beating heart of our company is a wide range of employees from a diverse set of backgrounds-tech people, numbers people, even people people-working together to make health insurance better. If you are ready to join a thriving, mission-driven company where you can create your own opportunities and make a positive difference-it's time to make a healthy career move to MVP!

There are some positions at MVP where your work may require an onsite or community component. When working in an MVP office and/or in the community on behalf of MVP, you must be fully vaccinated against COVID-19, and have received the first booster dose within one month of eligibility.

As MVP Health continues its ongoing digital transformation planning, this individual will play a key role in the planning, convening and execution of large-scale change management & digital transformation activities across multiple business areas. As required, this individual will evaluate the digital literacy and preparedness of different groups within our enterprise by convening leaders to understand their business plans, objectives, and points of abrasion, interviewing departmental team members to evaluate the types of tools, skills, and colleagues needed to assist with a given department's digital transformation. The Director will work with departmental leaders, Human Resources, Lean coaches, and Operations staff to develop an onboarding, execution, and training plan(s) to reimagine how we work and service our customers and clients in this rapidly changing digital environment. This individual will focus on designing a plan focused on stakeholder buy-in, improving customer service, process improvements, adoption of digital tools and continued innovation within each prioritized area.

MVP enrolls and renews over half a million customers annually. We are committed to continually analyzing and improving those critical customer interactions during Open Enrollment so that all customers are onboarded seamlessly into their coverages. This individual will own a program roadmap of improvement opportunities designed to address any customer experience or onboarding issues related to the Open Enrollment period and coordination. This roadmap will be developed and prioritized by convening critical areas across the enterprise including but not limited to Sales, Customer Service, Health Management & Operations. In conjunction with the roadmap, existing and new KPIs will be leveraged to monitor and evaluate the impact and success of the program and help MVP realize its growth targets.

Responsibilities of this position will include the following:

• Understand and leverage MVP enterprise strategies, customer needs data and departmental business plans and objectives
• Convene, facilitate, and assess the digital literacy, needs and opportunities within our business and teams
• Develop and build content to help departments understand MVP's digital tools and possibilities
• Clearly define and document an onboarding plan to help a department adopt digital innovations which improve the way we service and engage our customers
• Facilitate adoption of various digital improvements/capabilities and drive continuous education & training programs across internal teams
• Gather data from qualitative and quantitative analysis to inform roadmaps
• Partner with SMEs from the Lean Team, Human Resources, IT and Operations to identify necessary skills, emerging digital capabilities, products, or solutions that can help advance MVP's growth targets and customer experience
• Champion our digital aspirations and ensure its adopted and supported throughout the enterprise
• Build, execute and curate the Open Enrollment Program Roadmap through partnership with critical teams and stakeholders
• Work with executive strategy team, business owners, and technical teams to gain alignment on prioritized Open Enrollment opportunities & activities
• Work across the business to prioritize epics/features, organize product increments, and present on the roadmap
• Present clear and well-defined goals for roadmap activities
• Participate in solution strategy process to ensure that solutions being defined align with either department or organizational goals
• Work with product and business owners to ensure alignment with other enterprise roadmaps
• Track and manage metrics to measure program performance (e.g. adoption metrics, customer satisfaction, customer growth etc.)

Position Qualifications

Minimum Education:

Bachelor's Degree in Business Administration or related field or relevant work experience.

Minimum Experience:

Minimum of 5 years business experience working in high-performing, diverse team and organization (health care preferred)

Experience in being part of large, cross-functional projects & programs

Experience work with Microsoft digital tools & stack

Experience with agile methodologies such as Scrum, etc.

Experience managing and prioritizing a product/program backlog

Proven track record of constructively challenging the status quo and finding a better way to improve process & results

Required Skills

• Outstanding stakeholder management experience, superior influencing, and collaboration skills
• Strive to understand customer needs, must be customer obsessed, and demand the same from their coworkers - "no customer left unsatisfied."
• Must have a hunger to continually innovate and leave things better than they found it
• Ability to present to both internal and external stakeholders
• Thought leadership and a "growth mindset" experienced in building adoption or onboarding plans
• Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation
• Excellent planning, facilitation, and organizational skills
• Ability to influence and coordinate with both technical and non-technical partners
• Ability to understand the long-term ("big picture") and short-term perspectives of situations
• Ability to be innovative, creative and think "outside the box"
• Understanding of the software development lifecycle
• Understanding of agile methodologies and scrum framework
• Experience with backlog management/agile development tools (e.g. Jira, Azure DevOps)
• Passionate about customer success and customer results

About MVP
MVP Health Care is a nationally recognized, not-for-profit health insurer caring for more than 700,000 members in New York and Vermont. Committed to the complete well-being of our members and the communities we serve, MVP makes health insurance more convenient, more supportive, and more personal. We are powered by the ideas and energy of more than 1,700 diverse, employees from all backgrounds, committed to having a positive impact on the health and wellness of everyone we serve. MVP Health Care is an Affirmative Action/ Equal Employment Opportunity (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), and the EEO is the Law Poster and Supplement protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at [email protected]

Please apply and learn more - including how you may become a proud member of our team.

Other details

• Job Family Claims/Operations
• Pay Type Salary

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