Managing Director Commercial Operations

BCBST is hiring an Enterprise Leader for Customer‑Oriented Commercial Operations! This senior operations executive will oversee customer‑facing service operations supporting the Commercial business and the Federal Employee Program. The role focuses on delivering consistent results across complex omni‑channel environments, driving measurable outcomes at scale, and championing responsible AI adoption.

This is a remote position with occasional travel to the BCBST Headquarters in Chattanooga, TN. Sponsorship is not available.

• Establish the enterprise operational strategy, performance framework, and governance model for customer‑oriented commercial operations to meet organizational goals.
• Provide executive oversight to leaders responsible for day‑to‑day execution, ensuring consistent performance management, accountability and results across operations.
• Set enterprise performance standards and outcome‑based goals aligned with operational, financial, service and experience targets.
• Coach, mentor and develop leadership teams to achieve sustained operational performance and talent readiness.
• Ensure standardized procedures, policies and controls are designed, implemented and executed consistently across operational areas.
• Oversee development and implementation of procedures that deliver effective service to internal and external customers while ensuring regulatory and contractual compliance.
• Provide executive‑level feedback on operational outcomes, efficiencies and risks across commercial operations.
• Govern large‑scale process improvement and transformation initiatives to ensure adoption and realization of business benefits.
• Lead embedding of AI, automation and advanced analytics into operational workflows, decision‑making and service delivery models.
• Partner with Technology, Data, Compliance and Risk leaders to ensure AI use is scalable, compliant and aligned to business objectives.

• Bachelor’s Degree or equivalent work experience (minimum 4 years of professional experience in a corporate environment).

• 10 years of progressively responsible leadership and managerial experience in a healthcare‑related or similarly regulated field.
• Experience overseeing large, multi‑layered operational organizations.
• Demonstrated success leading enterprise operational transformation initiatives, including AI‑enabled improvements.

• Enterprise operational leadership and governance.
• Ability to embed AI, automation and analytics into operational workflows to improve efficiency, accuracy and workforce productivity.
• High‑level strategic, financial and analytical acumen to guide operational decision‑making, evaluate performance outcomes and drive transformation.
• Executive communication and influence skills to enable effective partnerships and align enterprise initiatives.

BCBST will recruit, hire, train and promote individuals in all job classifications without regard to race, religion, color, age, sex, national origin, citizenship, pregnancy, veteran status, sexual orientation, physical or mental disability, gender identity or any other characteristic protected by applicable law. Further information regarding BCBST's EEO Policies/Notices may be found by reviewing the BCBST EEO Policies/Notices. Blue Cross Blue Shield of Tennessee is not accepting unsolicited assistance from search firms for this employment opportunity.

All resumes submitted by search firms to any employee at Blue Cross Blue Shield of Tennessee via email, the Internet or any other method without a valid written Direct Placement Agreement in place for this position will not be considered.