Blue Shield of California
Director, Operations (Shared Markets)
Blue Shield of California, Cameron Park, California, United States
Reporting to the Sr. Director, the Planning, Performance, and Enablement Customer Service plays a pivotal role in advancing the goals of Blue Shield of California and the Customer Experience department. As a key member of the Customer Service leadership team, this individual will lead and collaborate across our Share Markets operations — including subset of operational work for Government and Commercial areas that includes Provider, offshore back office, social media, and Behavioral Health operations, as well as Blue Card and our Hawaii Blues operations teams.
Specifically the Director of Shared Markets Customer Service role will be accountable for:
Responsibilities Your Work
In this role, you will:
Strategic and Tactical Planning for Provider, offshore back office, social media, and Behavioral Health operations, as well as Blue Card and our Hawaii Blues operations and service delivery
Develops business strategies for those service teams
Manages service, regulatory, contractual performance guarantees and financial performance of those lines of business
Defines and implements organizational structure to facilitate business performance. Ensure optimization of resources by resolving any duplicative improvement efforts and organization structures.
Provides executive oversight and leadership to Managers responsible for creating and driving the implementation of operating plans, which are required to support immediate and long-term business strategies.
Ensure customer-driven Key Performance Indicators (KPIs) and goals are in place, reflecting and measuring our strategic, competitive, and regulatory position through ongoing measurement, reporting, and root cause analysis.
Guides and develops near-term operating plans for designated area of responsibility.
Qualifications Your Knowledge and Experience
Bachelor’s degree required or equivalent
Master's degree preferred
Requires at least 10 years of experience, including at least 6 years of management experience
Call center fundamentals and experience required, including experience with managing and leading a Provider contact center as a requirement
Experience in reengineering call centers to achieve goals
Experience with regulatory agencies
Knowledge of Health Plan programs required
Executive leadership, communication, and influence, change management
Critical thinking and decision making
Problem solving & adaptability
Emotional intelligence and team leadership
ABOUT US About Blue Shield of California
As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.
At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.
Blue Shield isa U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!
Our Values:
Honest.
We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we’re going to do and by acknowledging and correcting where we fall short.
Human.
We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
Courageous.
We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.
Our Workplace Model:
At Blue Shield of California and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose – whether working in the office or through a hybrid approach – by providing clear expectations while respecting the diverse needs of our workforce.
Two Ways of Working:
Hybrid (Default):
Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above). Exceptions:
Member-facing and approved out-of-state roles remain remote.
Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.
For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.
On-Site:
Work from a business unit-approved office an average of four (4) or more days a week.
Physical Requirements:
Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity or disability status and any other classification protected by Federal, State and local laws.
Job Info
Job Identification 20251767
Job Category Customer Services and Operations
Posting Date 01/16/2026, 07:34 PM
Job Schedule Full time
Locations San Diego - Camino Del Rio
Pay Range for California $158620.00 to $238040.00
Pay Range for Bay Area $178808.00 to $268336.00
Role can be filled by a candidate requiring sponsorship No
#J-18808-Ljbffr
Specifically the Director of Shared Markets Customer Service role will be accountable for:
Responsibilities Your Work
In this role, you will:
Strategic and Tactical Planning for Provider, offshore back office, social media, and Behavioral Health operations, as well as Blue Card and our Hawaii Blues operations and service delivery
Develops business strategies for those service teams
Manages service, regulatory, contractual performance guarantees and financial performance of those lines of business
Defines and implements organizational structure to facilitate business performance. Ensure optimization of resources by resolving any duplicative improvement efforts and organization structures.
Provides executive oversight and leadership to Managers responsible for creating and driving the implementation of operating plans, which are required to support immediate and long-term business strategies.
Ensure customer-driven Key Performance Indicators (KPIs) and goals are in place, reflecting and measuring our strategic, competitive, and regulatory position through ongoing measurement, reporting, and root cause analysis.
Guides and develops near-term operating plans for designated area of responsibility.
Qualifications Your Knowledge and Experience
Bachelor’s degree required or equivalent
Master's degree preferred
Requires at least 10 years of experience, including at least 6 years of management experience
Call center fundamentals and experience required, including experience with managing and leading a Provider contact center as a requirement
Experience in reengineering call centers to achieve goals
Experience with regulatory agencies
Knowledge of Health Plan programs required
Executive leadership, communication, and influence, change management
Critical thinking and decision making
Problem solving & adaptability
Emotional intelligence and team leadership
ABOUT US About Blue Shield of California
As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.
At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.
Blue Shield isa U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!
Our Values:
Honest.
We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we’re going to do and by acknowledging and correcting where we fall short.
Human.
We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
Courageous.
We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.
Our Workplace Model:
At Blue Shield of California and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose – whether working in the office or through a hybrid approach – by providing clear expectations while respecting the diverse needs of our workforce.
Two Ways of Working:
Hybrid (Default):
Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above). Exceptions:
Member-facing and approved out-of-state roles remain remote.
Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.
For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.
On-Site:
Work from a business unit-approved office an average of four (4) or more days a week.
Physical Requirements:
Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity or disability status and any other classification protected by Federal, State and local laws.
Job Info
Job Identification 20251767
Job Category Customer Services and Operations
Posting Date 01/16/2026, 07:34 PM
Job Schedule Full time
Locations San Diego - Camino Del Rio
Pay Range for California $158620.00 to $238040.00
Pay Range for Bay Area $178808.00 to $268336.00
Role can be filled by a candidate requiring sponsorship No
#J-18808-Ljbffr