DaVita Director of Strategic Operations (Denver or Malvern, PA) in Centennial, Colorado

DaVita Guest Services

is recruiting for an engaging, results-oriented leader to support our nationwide

Guest Services team, reporting to the Sr. Director of Guest Services.

Qualified candidates

must have extensive experience in process improvement, leading a customer

service organization, and developing management teammates to drive daily

operations, including capabilities related to Service Level Management, Quality

Assurance, Workforce Management, Call Analytics, and Strategic Planning . This

leader must establish partnerships with other corporate teams, field leaders,

physicians and clinical operations teams to ensure timely and efficient patient

placements and support critical patient programs. This position will

communicate and interface with cross-functional teams at the Regional,

Divisional and Corporate levels on operational issues and concerns.

This decisive

operational leader will engage his or her management experience to

identify and act upon opportunities for improvement to Guest Services policies,

processes, staff, systems, and environment. Candidates must be able

to translate metrics into actionable information to meet established goals

and expectations. Knowledge of call center technology and Customer

Relationship Management tools, including Siebel, Avaya, Cisco, and NICE IEX Workforce

Management, preferred.

Key responsibilities:

  • Lead a team of 100 teammatesto support DaVita initiatives and 75,000 annual visitor patient treatments

  • Develop and execute customerservice strategy to ensure satisfaction of external partners

  • Refine and developoperational performance metrics and management processes to consistentlymeet or outperform customer service and growth goals.

  • Manage Training andDevelopment leaders and team to deliver high performance and continuousimprovement across multiple locations and more than 200 teammates

  • Manage Quality Assuranceprocess across dedicated team and operations lanes to ensure customerservice and regulatory compliance

  • Support Workforce Managementinitiatives and technology

  • Incorporate and live theDaVita Core Values of Service Excellence, Integrity, Team, ContinuousImprovement, Accountability, Fulfillment and Fun in creating and managingthis dynamic operational department

Job Duties and


  • Partner with the operationalleadership team to develop and execute strategic business plans,operational goals, and performance metrics that drive growth and productivityand ensure a high level of customer service and satisfaction.

  • Develop and retain a team ofmanagers, providing coaching and developmental opportunities thatcontinuously build and expand both individual and team capabilities

  • Drive continuous operatingimprovements and quality performance of operating metrics such as quality,productivity, staffing, training, attrition and costs.

  • Manage achievement of GuestServices customer service level and customer satisfaction goals.

  • Identify, analyze andresolve a wide range of technical, process, and operational issuesproviding quick and decisive solutions.

  • Lead innovation initiativesto define future processes for world-class patient placement

  • Encourage collaboration andsupport of cross-functional business initiatives to ensure quickresolution of business issues.

  • Champion development ofleadership competencies that drive individual and team goals.

  • Maximize employeesatisfaction, development, and performance through goal setting andperformance management practices.

  • Foster the DaVita Way ofculture that encourages teammate contribution, respect, and support of alltypes of individuals.

Here is what you can

expect when you join our Village:

  • A "community first,company second" culture based on Core Values that really matter.

  • Clinical outcomesconsistently ranked above the national average.

  • Award-winning education andtraining across multiple career paths to help you reach your potential.

  • Performance-based rewardsbased on stellar individual and team contributions.

  • A comprehensive benefitspackage designed to enhance your health, your financial well-being andyour future.

  • Dedication, above all, tocaring for patients suffering from chronic kidney failure across thenation.

Join us as we pursue our vision " To Build the Greatest Healthcare Community the World has Ever Seen . "

Why wait? Explore a career with DaVita today.

Go to http://careers.davita.com to learn more or apply.

To learn more about our Village and the world of dialysis, click here .

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WARNING: Job Recruitment Scam Notice

Please note that DaVita Careers has been made aware of a phishing, job

recruitment scam in which third parties are fraudulently representing

themselves as recruiters of our company. These scammers are posting fake

DaVita job openings and communicating with job candidates in an effort to

obtain personal information and money. Please follow link to learn more

about this scam.


More: http://careers.davita.com/JobRecruitmentScamNotice

DaVita is an equal opportunity/affirmative action employer. As such, DaVita makes hiring decisions solely on the basis of qualifications and experience, and without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.

DaVita will consider qualified applicants who have criminal histories in a manner consistent with the law.