United States onlyPublic Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.
Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com).
PPL is seeking an experienced and strategic Market Planning & Operations Director to join our dynamic Customer Service Operations team. The Director will be responsible for overseeing the development and execution of PPL’s Customer Experience plan in New York. The leader will ensure that the market operating model and plan align with PPL’s long-term strategic goals. The idea candidate will possess strong leadership skills, a deep understanding of the New York self-direction market dynamics, and a proven track record of managing customer service operations.
Duties & Responsibilities:
- Strategic Planning: develop and implement the New York Customer Experience operational strategy to support PPL’s overall business objectives and strategic goals.
- Operational Oversight: manage the day-to-day initiatives related to improving the customer experience, ensuring efficiency, productivity, and quality metrics are met across all functional areas.
- Team Leadership: lead, mentor, coach, and manage a team of functional managers and staff, fostering a culture of collaboration, accountability, and continuous improvement.
- Subject Matter Expert: leverage deep understanding of self-direction to develop a differentiated customer experience model and serve as a thought partner to market-facing teams.
- Performance Monitoring: establish a performance management system anchored on key performance indicators (KPIs) to measure the effectiveness of customer experience operations, while identifying areas of improvement to drive operational excellence.
- Process Optimization: identify opportunities to streamline process, reduce costs, and enhance operational efficiency through continuous improvement initiatives.
- Compliance and Risk Management: ensure compliance with New York self-direction regulations, company policies, and industry standards to manage operational risks.
- External Partner Management: cultivate, nourish, and expand collaboration with external vendors and strategic partners to advance the organization’s operational and customer-centered goals.
- Stakeholder Engagement: collaborate with internal cross-functional teams, including business development, marketing, finance, and HR to ensure organizational alignment and drive business objectives.
- Customer Focus: enhance the customer experience by ensuring operational process are customer-centric and responsive to market needs.
- Reporting and Analysis: provide regular reports and analysis to senior management on operational performance, market trends, and customer insights.
Qualifications
- Bachelor’s degree in business administration, operations management, or related field (Master’s degree preferred).
- Minimum of 10 years of experience in strategic planning and operations management in the self-direction / home health industry, preferably in New York state.
- Proven track record of successfully management and optimizing customer service operations in a fast-paced environment.
- Strong leadership and team management skills, with the ability to inspire and motivate teams to achieve high performance.
- Extensive knowledge of New York’s self-direction regulations, industry dynamics, market trends, and best practices.
- Excellent strategic thinking and problem-solving abilities, with focus on customer service, operational management, and continuous improvement.
- Proficiency in using operational management tools/software such as CRM platforms and data analytics tools.
- Exceptional communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
Required Skills:
- Deep knowledge and understanding of the New York self-direction market
- Proven project management skills, including project planning, execution, monitoring, and control.
- Strong analytical, critical thinking and problem-solving skills
- Effective communicator both written and verbal
- Planning and organizing
- Influencing and leading delegation
- MS Project Knowledge
- Proficiency in Microsoft Office applications (preferably with Excel, Word, PowerPoint, and Access.)
Education & Experience:
Education &
Experience:
Bachelor’s degree in business administration, finance, operations; graduate degree preferred (e.g., MBA, JD)
10+ years of experience in strategic planning, market operations and/or customer service in self-direction.
Certification:
N/A
Working Conditions:
Candidates must reside in New York state, Albany area preferred
Up to 10-25% Travel within the state of New York
Compensation & Benefits:
401k Retirement Plan
Medical, Dental and Vision insurance on first day of employment
Generous Paid Time Off
Tuition & Continuing Education Assistance Program
Employee Assistance Program and more!
Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.
