Executive Director, IT Support - Remote & Executive Clients (Hybrid - CA, OR, WA, GA, HI, MD, VA, CO, DC)

Reporting to the Vice President of Client Enablement Services, the Executive Director, Remote & Executive Client Support develops and leads IT Contact Center Support, Executive Support, and Predictive User Support. The executive director will drive a multi-year strategy to enable more proactive and predictive user support to remediate issues before users experience them while elevating the level of support users receive when need they engage support teams for assistance. An expert in contact center and IT leadership, the executive director must be highly collaborative with other executives across the organization to foster understanding of the Service Desk, Virtual Support, and Telehealth support functions. This position will serve as the key IT contact center leader and point of contact for executive leadership throughout KP. The executive director will collaborate with key stakeholders to ensure that support for senior executives is meeting the needs of the organization. They will evaluate how executives receive support across the enterprise and drives strategies across executive support. The executive director has frequent contact with business unit managers, industry subject matter experts, and senior leaders of the organization to deliver services. The executive director personally builds strong, close relationships with physicians, scientists, and other leaders to ensure their needs are recognized and fulfilled as part of the IT overarching mission and support requirements. This position oversees an annual budget of approximately $45M and leads more than 400 staff members.

• Strategic Leadership: Provide visionary leadership for the IT contact center operations, executive support and proactive services by crafting and executing strategies that enhance the support experience for both external customers and internal employees. This includes setting ambitious service level goals, driving innovation in support methodologies, and ensuring alignment with the organizations broader IT strategy. 


• Operational Management: An expert in technical contact center operations, this role will provide executive leadership and oversight of the day-to-day operations of several contact center function including the IT Service Desk, second-level Virtual Support Team, and Telehealth Member Support centers, ensuring they operate smoothly and efficiently. This involves monitoring key performance indicators, managing resource allocation, and implementing best practices to achieve operational excellence.


• Customer Support Excellence: Ensure the delivery of exceptional support for external customers interacting with the companys website and telehealth video services. This includes managing escalations, overseeing incident resolution, and ensuring a seamless customer journey from initial contact to issue resolution.


• Technology Team Leadership: Guide and mentor technology teams responsible for maintaining and enhancing remote IT support capabilities. This includes overseeing technology deployments for contact center support tools such the Avaamo AI-Virtual Assistant and Agent Assist capabilities, KP4Sight (Nexthink) platform, and password reset tools, among others. The technology team participates in development and deployment of tools and technologies that enable efficient password resets, system troubleshooting, and other remote support functions. They serve as key members of the Omnichannel product/service teams, led by HR Employee Services on behalf of employee facing services across KP. The also have responsibility to provide services and manage other IT relationships for the contact center platform supporting both IT & HR internal contact center teams.


• Proactive Support Initiatives: Champion a proactive approach to IT support by leading a team that monitors endpoints and user experiences across the organization. This team is tasked with identifying potential issues and implementing preemptive measures to resolve them before they impact users, thereby improving overall satisfaction and productivity. This executive role will be key in setting the long-term strategy for democratizing the capabilities of the KP4Sight platform to ensure user experience is improved across KP.


• Executive Support Leadership: Direct the executive support team in providing top-tier IT assistance to the organizations most senior executives. This involves setting the strategy to ensure rapid response times, personalized service, and discretion in handling sensitive information and requests.


• Cross-Functional Collaboration: Work closely with leaders from various departments to integrate support best practices. This includes partnering with HR for employee onboarding, coordinating with security teams on compliance matters, and liaising with development teams on software rollouts. This executive will serve as a key leader on the Omnichannel product/service team collaborating to deliver products that enable support for KP workforce.


• Service Improvement and Innovation: Continuously seek opportunities to improve the IT support experience through the adoption of new technologies, process optimization, and service delivery innovation. This includes staying abreast of industry trends and benchmarking against best-in-class service providers.


• Culture and Team Development: Foster a culture of agility, learning, and customer experience orientation. This involves recruiting and developing top talent, promoting a collaborative work environment, and encouraging continuous learning and professional growth.