Vp, Customer Service And Platform Engineering
CurrentResponsible for leading operations and technology teams to deliver Premera’s vision to make healthcare work for everyone. This includes the design, build, and operations of foundational enterprise platforms and driving end-to-end, service excellence for Premera’s customer service contact center.Provide strategic leadership for dedicated operations employees who play a critical customer experience role, before, during, and after contact center interactions with Premera’s members and providers. This includes leadership for the requisite workforce management, learning, and development of the customer service function to ensure service levels are consistently met. Also provide leadership for operations learning and development team as a shared service for the procedures, curriculum, and training related to claims, enrollment, and billing. Provide strategic leadership for dedicated technology employees who are delivering the foundational capabilities in the areas of compute, storage, network, database, end user experience and contact center engineering. This includes leadership for converged infrastructure solutions, hybrid cloud operations, and growing the set of platform engineering capabilities that can be leveraged by engineering teams across the enterprise.
