Director, Center Operations

JOB DESCRIPTION Job Summary

Leads and directs the team responsible for delivering support center service excellence and executing member retention strategies that strengthen engagement, address barriers, and improve the overall member experience. Ensures member and provider needs are addressed fairly, effectively, and in alignment with Molina values. Demonstrates accountability for service delivery, identifies proactive opportunities to retain members through personalized support, issue resolution, and coordinated outreach, and advances continuous quality improvement initiatives that support engagement, satisfaction, and retention.

• Provides leadership and oversight for the member and provider support center; ensures exemplary service is delivered according to Molina goals/objectives/policies/procedures and regulatory requirements, and demonstrates accountability for performance and financial outcomes.
• Directly leads support center leadership that oversee teams that support servicing of members and providers.
• Demonstrates accountability for ensuring teams deliver effective customer service for all service needs including benefits, claims, billing inquiries, service requests, suggestions and complaints.
• Directly and through team members, resolves both member and provider inquiries and complaints fairly and effectively.
• Provides direction and coordination to deliver accurate product and service information to members and providers, and identifies opportunities to increase membership by improving the member and provider experience.
• Recommends and implements programs to support member and provider needs.
• Works collaboratively within a matrix environment with dotted line relationships across multiple lines of business.
• Works cross collaboratively with other teams and departments.
• Meets and exceeds department key performance indicators (KPIs) including productivity and service quality goals; implements strategies to meet/exceed goals.
• Drives process improvements to ensure performance goals including quality goals are met.