Managing Director Commercial Operations

We’re looking for an enterprise leader to oversee customer facing service operations supporting Commercial business and the Federal Employee Program. We’re looking for a senior operations executive with experience leading large, regulated service organizations and delivering consistent results across complex, omni channel environments. This leader brings depth in member and provider service operations, performance management, and enterprise governance, with the ability to set direction, lead leaders, and drive measurable outcomes at scale.

In this role, you’ll define and execute the operating strategy for customer service operations that directly impact member experience, provider relationships, financial accuracy, and regulatory compliance. You’ll lead senior operational leaders, establish clear performance expectations, and govern service delivery, escalation, and resolution across multiple service channels. Strong partnership with Technology, Digital, Data, Risk, and Compliance is essential to stabilize core service operations while advancing digital tools, self service capabilities, and AI enabled workflows that improve efficiency and effectiveness.

• →Establishes the enterprise operational strategy, performance framework, and governance model for customer-oriented commercial operations to meet organizational goals.
• →Provides executive oversight to leaders responsible for day-to-day execution, ensuring consistent performance management, accountability, and results across operations.
• →Sets enterprise performance standards and outcome-based goals aligned with operational, financial, service, and experience targets.
• →Coaches, mentors, and develops leadership teams to achieve sustained operational performance and talent readiness.
• →Ensures standardized procedures, policies, and controls are designed, implemented, and executed consistently across operational areas.
• →Oversees development and implementation of procedures to deliver effective service to internal and external customers while ensuring regulatory and contractual compliance.
• →Provides executive-level feedback on operational outcomes, efficiencies, and risks across commercial operations.
• →Sponsors and governs large-scale process improvement and transformation initiatives to ensure adoption and realization of business benefits.
• →Leads the embedding of AI, automation, and advanced analytics into operational workflows, decision-making, and service delivery models.
• →Partners with Technology, Data, Compliance, and Risk leaders to ensure AI use is scalable, compliant, and aligned to business objectives.

Education

• Bachelor’s Degree or equivalent work experience required. Equivalent experience is defined as four (4) years of professional work experience in a corporate environment. 

Experience

• Ten (10) years of progressively responsible leadership and managerial experience in a healthcare-related or similarly regulated field. 
• Experience overseeing large, multi-layered operational organizations. 
• Demonstrated success leading enterprise operational transformation initiatives, including AI-enabled improvements.

Skills / Certifications

• Enterprise operational leadership and governance
• Ability to embed AI, automation, and analytics into operational workflows to improve efficiency, accuracy, and workforce productivity.
• High-level strategic, financial, and analytical acumen used to guide operational decision‑making, evaluate performance outcomes, and drive transformation.
• Executive communication and influence skills, enabling effective partnerships to align enterprise initiatives.

Applying for this job indicates your acknowledgement and understanding of the following statements:

BCBST will recruit, hire, train and promote individuals in all job classifications without regard to race, religion, color, age, sex, national origin, citizenship, pregnancy, veteran status, sexual orientation, physical or mental disability, gender identity, or any other characteristic protected by applicable law.

Further information regarding BCBST's EEO Policies/Notices may be found by reviewing the following page:

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