Director, Enterprise Innovation & Transformation - Emory Health Plan

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Director, Enterprise Innovation & Transformation

Emory Health Plan: Atlanta, GA (Hybrid)

Reports To: Senior Director, Enterprise Innovation & Transformation

Emory Health Plan is seeking a high-potential transformation leader ready to step into enterprise-scale impact. As a Director of Enterprise Innovation & Transformation, you will execute a portfolio of strategic initiatives that reshape how our 67,000 members experience healthcare, spanning benefit design, digital modernization, AI adoption, platform migrations, and member and provider experience redesign.

This is a hands-on role for a builder who is ready to lead programs end-to-end, influence cross-functional teams, and translate strategy into measurable outcomes. You will work closely with, and develop toward, senior leadership, gaining exposure to executive-level decision-making as we scale from $800M to $1.3B over three years.

Strategic Initiative Portfolio Management

• Manage and execute 3–5 enterprise transformation initiatives simultaneously, from planning through sustainment
• Support development of a transformation roadmap spanning benefit design, digital strategy, AI innovation, and operational excellence
• Prepare and present program status updates for leadership governance reviews, covering milestones, risks, and ROI
• Apply rigorous program management discipline: milestone tracking, dependency management, risk mitigation, and stakeholder communications
• Build business cases and support investment requests for transformation initiatives
• Track post-implementation results, ensuring initiatives deliver on their committed financial and experience targets

Member & Provider Journey Transformation

• Support design of member journey improvements across enrollment, provider search, care access, claims resolution, and renewal
• Contribute to provider experience optimization covering onboarding, utilization management, claims processing, and quality reporting
• Conduct current-state research — interviews, data analysis, and process observation — to identify friction and experience gaps
• Help develop future-state journey designs incorporating digital-first touchpoints and omnichannel experiences
• Track journey performance metrics: satisfaction scores, completion rates, time-to-resolution, and drop-off points
• Coordinate cross-functional teams across clinical, IT, operations, and member services to improve critical touchpoints

Benefits Design & Innovation

• Partner with Benefits leadership to evaluate and evolve plan designs that balance affordability, access, quality, and engagement
• Support exploration of innovative benefit structures: value-based insurance design, supplemental benefits, and consumerism strategies
• Assist with design and launch of benefit pilot programs across areas such as mental health, fertility, and musculoskeletal care
• Research market trends and competitive benefit offerings to inform differentiation strategies
• Build and maintain financial models quantifying the impact of benefit design changes on utilization, cost, and satisfaction
• Support A/B testing and measurement of member response to benefit innovations
• Assist in scaling successful pilots into production with change management and member education support

Digital Transformation & Technology Enablement

• Contribute to digital-first strategy execution, helping transform member and provider interactions through modern platforms
• Support platform migrations and enhancements: member portal, mobile app, provider portal, and data modernization
• Assist with evaluation and adoption of emerging technologies: telehealth, virtual care, remote monitoring, and digital therapeutics
• Partner with IT on technology selection, vendor evaluation, implementation tracking, and user acceptance testing
• Help define digital experience standards and metrics including adoption rates, usability scores, and completion rates
• Support agile product management practices: sprint planning, backlog management, and continuous delivery

AI & Advanced Analytics Adoption

• Support enterprise AI strategy by identifying and prioritizing high-value use cases: claims automation, care gap identification, personalized outreach
• Coordinate with data science teams on piloting and scaling AI/ML models that improve operations and member experience
• Help ensure responsible AI practices: fairness audits, transparency requirements, and compliance with applicable regulations
• Track AI model performance and business impact through defined measurement frameworks
• Support AI literacy efforts — building awareness and confidence in AI-assisted decisions across the organization
• Assist in evaluating AI vendor solutions and assessing build-vs-buy options

Large-Scale Platform & Vendor Migrations

• Support execution of complex platform transitions: TPA migrations, PBM transitions, benefits administration upgrades, and CRM implementations
• Contribute to migration playbooks covering requirements gathering, implementation planning, testing protocols, and cutover execution
• Help manage program governance structures including workstream coordination and integrated project tracking
• Support vendor relationship management to ensure accountability on timelines, deliverables, and quality
• Assist with risk mitigation through contingency planning, parallel operations, and structured testing
• Coordinate organizational readiness activities: training programs, process redesigns, and communications

Change Management & Adoption

• Support the application of change management methodology across transformation programs
• Assist in change readiness assessments and develop targeted strategies for building capability and adoption
• Help design and execute multi-channel communications for employees, members, providers, and partners
• Build and coordinate change champion networks across departments
• Develop training materials and enablement resources supporting new processes and systems
• Track adoption through utilization metrics, surveys, and feedback loops

Partnership & Stakeholder Engagement

• Serve as a trusted partner to senior leadership on transformation progress, risks, and recommendations
• Collaborate with Clinical Operations, Finance, HR Benefits, and IT on shared initiatives
• Build and maintain relationships with external technology vendors, consultants, and innovation partners
• Prepare and deliver transformation updates for governance committees and leadership with clarity and impact

Required Experience

• 8–10 years of progressive experience in transformation, innovation, program management, or strategic initiatives in healthcare
• 4+ years of hands-on program or project management experience delivering complex, cross-functional initiatives
• Experience with health plans, managed care, integrated delivery systems, large healthcare payer environments or equivalent experience from other industries
• Demonstrated track record executing digital transformation, technology implementations, or operational redesign programs
• Working knowledge of health plan operations: benefits design, claims, provider networks, member services, and regulatory environment
• Experience with member or patient journey mapping, service design, or experience improvement initiatives
• Track record of driving change management in matrixed, multi-stakeholder organizations

Technical & Domain Expertise

• Transformation methodologies: Lean, Six Sigma, Agile, Design Thinking, and change management frameworks (Prosci, Kotter)
• Program management: PMP or equivalent; portfolio management tools (Smartsheet, Monday, Asana, JIRA); risk and resource management
• Journey design: Journey mapping, persona development, service blueprinting, user research, touchpoint optimization
• Digital platforms: Familiarity with member portals, mobile apps, CRM (Salesforce), benefits administration platforms, health IT systems
• AI & analytics: Understanding of AI/ML applications in healthcare, predictive modeling, automation, and responsible AI principles
• Benefits design: Knowledge of health insurance products, value-based benefit design, consumerism, and wellness programs
• Data & measurement: Analytics tools (Tableau, Power BI), KPI definition, A/B testing, ROI analysis, outcome measurement
• Regulatory: Familiarity with HIPAA, ERISA, ACA, state insurance requirements, and data privacy standards

Education & Credentials

• Bachelor's degree in Healthcare Administration, Business, Engineering, or related field (required)
• MBA, MHA, MPH, or Master's degree (preferred)
• PMP, Lean Six Sigma Green or Black Belt, or Change Management certification (preferred)

Leadership Capabilities

• Executor with ownership: Delivers on commitments with disciplined follow-through; owns outcomes, not just activities
• Hands-on builder: Comfortable rolling up sleeves to solve problems and drive progress when needed
• Communicator: Translates complexity into clear narratives for diverse audiences; confident presenting to senior leadership
• Change agent: Comfortable building stakeholder coalitions and sustaining energy through organizational resistance
• Systems thinker: Connects the dots across workstreams, anticipates downstream impacts, designs with the whole in mind
• Collaborative: Builds trust across functions and achieves results through influence, not just authority
• Curious problem-solver: Challenges the status quo, embraces experimentation, learns quickly from setbacks
• Results-focused: Measures success by impact delivered, not effort invested

Growth-Stage Scope

• Contribute to enterprise transformation during unprecedented growth ($800M $1.3B) at an academic medical center
• Shape member and provider experiences affecting 63,000+ lives daily
• Build your portfolio across strategy, operations, technology, and experience design in parallel
• Work on initiatives with real enterprise-wide impact, not siloed departmental projects

Strategic Visibility & Development

• Close partnership with senior and executive leadership, direct exposure to how enterprise decisions are made
• Platform for professional growth through cross-functional collaboration, external conferences, and industry networks
• Structured career development toward Senior Director, VP, or Chief Transformation Officer trajectories
• Access to executive coaching, leadership programs, and peer learning communities

Organizational Excellence

• Top 20 U.S. News-ranked university (#24) and #1 hospital in Georgia
• National reputation for clinical excellence, research, and quality innovation
• Emory Healthcare $8B+ annual revenue with strong investment appetite for transformation
• Mission-driven culture that values experimentation, learning, and impact
• Access to cutting-edge technologies, top-tier consultants, and innovation partners

Atlanta Quality of Life

• Thriving 6M-person metro with a strong economy, Fortune 500 HQs, and a growing startup ecosystem
• Cultural richness: world-class arts, music, dining, sports, and outdoor recreation
• Family-friendly communities with excellent schools and diverse neighborhoods
• Significantly lower cost of living than coastal markets
• Hartsfield-Jackson International Airport with direct global connectivity
• Beautiful Emory campus in historic Druid Hills

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs.  Schedule is based on agreed upon guidelines of department. This role requires residency in the state of GA. Emory reserves the right to change remote work status with notice to employee.

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity, and affirmative action (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).

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