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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 focus on innovation, scalability, and the development of leading-edge learning experiences. This includes overseeing a broad portfolio of activities such as coaching, quality, curriculum design and delivery, knowledge management, new hire onboarding, and operational readiness. The role requires a strong understanding of adult learning theory, the ability to envision the impact of technological innovation on the learning landscape, and experience in redesigning call experience and customer service quality assurance models. The Managing Director will also be a strategic partner to senior leaders, ensuring that enablement initiatives align with business strategy, regulatory requirements, and evolving customer service models.

Applicants for the Managing Director position at the company should have a minimum of 15 years' progressive leadership experience in operations enablement, learning and development, or related fields. A proven track record in leading large-scale enablement or transformation initiatives, global experience, and a deep knowledge of adult learning principles and virtual learning technologies are essential. The role demands strong analytical capabilities, executive presence, and the ability to influence at all levels of the organization. The ideal candidate will have a background in healthcare or customer service, with a focus on driving a culture of enablement, growth, and recognition. Key qualifications include exceptional communication, collaboration, and strategic thinking skills, as well as the ability to lead in a highly matrixed environment and manage change effectively.

Hiring Manager Title Vice President, Workforce Management & Strategy Analytics

Travel Percent Less than 10%

Functions

General Management Business Development Strategy