Director, Business Services - Command Center

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

This role will manage and operate the nerve center of Member Operations, where information is processed, analyzed, and disseminated for effective decision-making and operational coordination. For success in this role, data monitoring, data analysis & investigation, and data synthesis skills are essential. Effective organizational and communication skills (verbal & written) are equally important. The ideal candidate will have a strategic orientation, be well-versed in using data to “tell a story” of performance and be able to identify and drive improvement opportunities especially to support growth in Self-Service capabilities.

Essential Duties and Responsibilities

• Leadership & Management: Lead and develop the Command Center for Member Operations. Provide oversight & guidance to the WorkForce Management Function and explore opportunities to optimize performance and transform capabilities.

• Data Analysis and Decision Support: Analyze incoming data, assess its significance, & provide actionable insights to decision makers. Use expertise and knowledge to interpret complex information, identify trends or patterns, and offer recommendations to support decision making processes.

• Coordination and Communication: Facilitate effective coordination and communication among different stakeholders. Act as a central point of contact and relay information between field agents, supervisors, managers, and senior leadership within Member Ops and across all COELC’s as needed.

• Continuous Improvement: Apply Business Process Improvement techniques in analyzing existing processes and identifying opportunities to optimize performance. Identify opportunities to migrate call volume to lower cost, self-service channels and drive the realization of those benefits.

Qualifications Expected for Position

• Bachelor’s Degree with a minimum of 5 years of experience in operations, business consulting, project or process management, or related discipline with 3 years of experience supervising and developing cross-functional teams.

• 3-5 years advanced training and/or experience with advanced Excel, Power BI, and/or other data analysis and reporting software.

• Project management certification a plus.

• Six Sigma certification a plus.

• ​Knowledge of and experience in business consulting and executing business transformation strategies to produce measurable results.

• Knowledge and skills in trend analysis, data synthesis, and root cause analysis.

• Ability to prepare Executive Level summaries and communications.

• Ability to be objective …