Director, Operations Excellence & Performance

## Director, Operations Excellence & Performance Apply:
Chicago or Washington, D.C.:
Full time:
Posted Yesterday:
JR6005

Job Description

Summary:

The Director, Operations Excellence & Performance sits within BCBSA's Health Plan Operations function and is responsible for four interconnected areas of accountability:
Divisional Planning & Coordination, Performance Management, Continuous Improvement, and Duals and Marketplace Performance. The role reports directly to the Senior Vice President, Health Plan Operations.  As the divisional planning and coordination lead, this role serves as the operational backbone of Health Plan Operations — owning portfolio reporting, budget coordination, AI initiative tracking, and continuous improvement project oversight across the division.

As the performance management lead, this role ensures all segments operate within a consistent, accountable, and audit-ready performance framework. As the enterprise CI leader, this role owns the design and execution of BCBSA's continuous improvement discipline across all Health Plan Operations programs. As BCBSA's primary subject matter expert on Duals and Individual Market, this role leads strategy development and provides consultative advisory support to BCBSA leadership and Blue Plans across the System.  

This role partners across BCBSA functions — Finance, Enterprise Technology, Data and Analytics, Legal, Compliance, Regulatory Affairs and FEP Operations — as well as with Blue Plan CFOs, CMS, OPM, state Medicaid agencies, and third-party vendors to coordinate divisional deliverables, validate performance results, sustain improvement gains, and maintain regulatory compliance across a complex, multi-segment portfolio.
** Responsibilities include but are not limited to
** Continuous Improvement
* Own the design and execution of BCBSA's Health Plan Operations continuous improvement discipline — establishing the CI strategy, methodology standards, and operating model across all programs:
Government Markets, Inter-Plan Programs (Blue Card, Blue Squared, Blue Exchange, ITS), FEP Medicare Advantage EGWP, Duals, and Market Performance.
* Partner with segment leaders to identify process inefficiencies, pain points, and high-value improvement opportunities across the division.
* Lead and facilitate Lean/Six Sigma project teams, kaizen events, and DMAIC cycles across all segments from scoping through sustained implementation.
* Establish value-stream mapping for core operational workflows for all Health Plan Operations processes.
* Build and lead a team of CI professionals; develop and administer the Health Plan Operations CI training curriculum, including Lean Six Sigma green belt and yellow belt programs; cultivate CI champions across all segments to embed improvement capability at the front-line level.
* Partner with Finance to validate CI savings estimates and ensure accurate attribution of CI-driven productivity gains across the division.

Performance Management
* Own enterprise performance reporting across all Health Plan Operations segments — Inter-Plan Programs, FEP Medicare Advantage, Government Markets, Duals, Individual Market, and Market Performance — ensuring the SVP and BCBSA leadership have accurate, timely, and decision-ready operational intelligence.
* Design and maintain segment-specific scorecards and executive dashboards that integrate operational health, financial performance, regulatory compliance posture, and member experience outcomes across all programs in a single, coherent view.
* Establish performance reporting cadences — weekly operational, monthly executive, and quarterly planning — with standardized metrics definitions and templates that enable meaningful cross-segment comparison and trend analysis.
* Partner…