Managing Director, Experience Enablement

About the Company

Globally recognized health services company

Industry Hospitals and Health Care

Type Privately Held

Founded 1981

Employees 10,001+

Categories

Commercial Health Care Hospital Insurance Medical

About the Role

The Company is seeking a Managing Director for Experience Enablement, a pivotal role that demands a visionary leader to architect and execute a comprehensive enablement strategy. The successful candidate will be responsible for empowering frontline teams to deliver exceptional service, with a strong focus on innovation and scalability. This includes overseeing a broad portfolio of functions such as coaching, quality, curriculum design and delivery, knowledge management, new hire onboarding, and operational readiness. The role requires a deep understanding of adult learning theory, the ability to envision the impact of technological innovation on the learning landscape, and experience in leading large-scale enablement or transformation initiatives.

Applicants must have a minimum of 15 years' progressive leadership experience in operations enablement, learning and development, or related fields, with a proven track record in a healthcare or customer service environment. The role demands a leader with global experience, particularly in redesigning call experience and customer service quality assurance models. The ideal candidate will have the ability to leverage generative AI and emerging technologies to transform quality frameworks, drive real-time insights, and ensure operational readiness for new initiatives. Strong analytical capabilities, executive presence, and the ability to influence at all levels of the organization are essential. The Managing Director will also be expected to lead in a highly matrixed environment, with a focus on strategic thinking, exceptional communication, and a commitment to driving a culture of enablement, growth, and recognition.

Hiring Manager Title Vice President, Workforce Management & Strategy Analytics

Travel Percent Less than 10%

Functions

General Management Business Development Strategy