Program & Project management - Associate Director

What you'll be doing

The Associate Director of Planning & Operations will lead a team responsible for executive operations, communications, employee engagement, and governance, and Performance Management.

This leader will have the primary responsibility to elevate the customer experience organization by providing first-rate executive operations support and employee experience. The team seeks an experienced self-starter who can collaborate across teams and drive execution to support strategic and financial goals in customer experience.

The ideal candidate will possess a combination of leadership, interpersonal, and communication skills.

They will have a proven track record of successfully managing cross-functional teams and driving organizational change. The Associate Director will also be a strategic thinker who can develop and implement innovative solutions to complex problems. Additionally, they will be highly organized and detail-oriented, with the ability to manage multiple projects simultaneously.

The Associate Director of Operations will play a critical role in shaping the future of the customer experience organization.

They will be responsible for developing and implementing strategies to improve the customer experience, employee experience as well as for ensuring that the organization is operating efficiently and effectively. This is a challenging but rewarding opportunity for an experienced leader who is passionate about customer experience and has a strong track record of success.

What we're looking for

• Collaborating with the VCG organization to develop and drive leadership priorities. Additionally, manage operational activities of the CXO team, including planning and communications.
• Partnering with the CXO Strategic Planning & Financial Operations team in planning and analyzing volume, financial metrics, and key performance indicators' performance.
• Overseeing team operations, including Vendor management that may incorporate managing the monthly budget reporting with internal business units, planning for vendor resourcing and execution and working towards a scorecard to drive performance.
• Developing and implement CXO team-wide initiatives for executive engagement, employee engagement, and process management.
• Identifying opportunities to streamline processes and create efficiencies across the organization and look at leveraging technology for automation where possible.
• Providing executive governance and communication support, including meeting cadence, agenda management, material design, and other critical items.
• Managing operations projects while collaborating with leaders to execute strategic and transformational projects aimed at achieving changing business objectives.
• Managing end-to-end of individual projects and tracking the overall volume of projects across the team.
• Providing operational support to various teams, define and support internal processes and procedures, and facilitate relationship development.
• Ensuring accurate compilation, analysis, and reporting of data related to supported business groups.
• Driving urgency in project completion while effectively overcoming obstacles and setbacks.
• Demonstrating ability to negotiate, facilitate issue resolution, manage conflicts, develop strategies, and lead teams through interactions with health authorities.
• Crafting presentations that effectively communicate to intended audiences, including senior-level leaders.
• Collaborating with stakeholders to manage the organization's brand.
• Leading multiple projects and track key outcomes, including financials.
• Fostering strong relationships with key partners, such as Chief of Staff offices, Finance, Human Resources, Corporate Communications (PR), Learning & Development, and Channels.
• Providing updates to senior leadership on project status, key metrics, issues, and risks.
• Creating autonomous operational framework to drive efficiencies in the organization.

You'll need to have:

• Bachelor's degree with six or more years of experience.
• Five or more years of experience in operations and/or program/project management.
• Five or more years of years experience in supporting an organization in strategic thinking.
• Experience in successfully leading teams; Demonstrated ability to drive quality decision-making. Demonstrated ability to organize/prioritize tasks.
• Proven leadership experience managing cross functional teams that support a larger organization.
• Good interpersonal skills; willingness to leverage strengths of the team and cooperate with peers in a cross-functional environment.
• Data-driven mindset with ability to deliver concise storyline and strategy updates for key senior updates and operational reviews
• Detail-oriented, strong organizational and time management skills, and the ability to balance multiple projects and priorities simultaneously

Even better if you have one or more of the following:

• Masters or advanced degree
• Proven strategic leadership by building and motivating a team
• Familiarity with Operational teams
• Experience in Strategy, Finance, Customer Experience or Business Transformation
• Proficient in Microsoft Office, Word, and Excel; expert in PowerPoint presentation creation
• Proficient in Google Suite; expert in Google Slides
• Proficient in AI tools like ChatGPT that help drive stronger outcomes.