Director of Customer Service Operations

Your Role As a vital member of the Customer Service leadership team, the Director of Customer Service Operations will report directly to the Senior Director of Planning, Performance, and Enablement at Blue Shield of California. This position is essential in driving the objectives of our organization and enhancing the overall Customer Experience. You will lead and collaborate with various segments of our operations, including Government and Commercial markets, and will oversee areas such as Provider services, offshore back office, social media, Behavioral Health operations, as well as Blue Card and Hawaii Blues operations teams. Your Knowledge and Experience Bachelor's degree required; Master's degree preferred. A minimum of 10 years of professional experience, with at least 6 years in a managerial role. Solid understanding of call center operations, particularly in leading a Provider contact center. Proven success in reengineering call centers to meet strategic goals. Experience working with regulatory agencies. In-depth knowledge of Health Plan programs is essential. Bilingual (Spanish) proficiency is a plus. Key Job Competencies Strong executive leadership, communication, and influencing skills; adept in change management. Exceptional critical thinking and decision-making abilities. Proficient in problem-solving and adaptability. Exemplary emotional intelligence and team leadership capabilities.

Created: 2026-03-04