Business Operations Lead

Delta Dental of California; San Francisco (CA); On-site; USD 93,000 - 202,000; Full time

Job summary

Delta Dental of California is seeking a Business Operations Lead who acts as a strategic execution partner across Operations, including Contact Center, Mail Services, Quality Delivery, and Vendor Management. The role drives the Operations transformation roadmap with transparency and value realization.

You will partner with senior leaders, translate data insights into action, manage complex cross-functional initiatives, and deliver executive-ready reports and KPI dashboards to guide decision

Qualifications

• 7+ years experience in a combination of Business Ops Strategy Enablement, Program or Portfolio Management, Business Analysis, Process Improvement, or Service Delivery.
• Experience working within or closely supporting Contact Center Operations and/or Enterprise Operations functions strongly preferred.
• Experience operating in a matrixed, cross-functional environment with senior leadership engagement.
• Strong analytical and problem solving skills; ability to synthesize data into actionable recommendations.

Responsibilities

• Maintains and operationalizes the assigned portions of the annual Operations roadmap and multi year milestones, ensuring initiatives remain current, actionable, and appropriately sequenced.
• Acts independently to manage complex, cross functional initiatives by tracking progress, dependencies, risks, and delivery outcomes; synthesizes findings and provides clear recommendations to Operations leadership.
• Translates insights from Data Insights Team into clear operational narratives and recommends actions.
• Shapes initiatives using internal and external insights; guides prioritization and investment decisions.
• Partners across Operations to define scope, sequencing, ownership, timelines, and reduce execution friction.
• Converts strategy milestones into discrete initiatives and execution plans with accountability and momentum.
• Executes on KPIs tied to strategic priorities; tracks progress, outcomes, and value realization.
• Partners with Insights to translate reporting and executive-ready materials for senior leaders.
• Leads cross-functional workstreams with enterprise-wide impact.
• Engages with business leaders to understand goals and enable effective alignment and execution.

Education

Bachelor's degree

Tools

Excel

PowerPoint

PowerBI

Job description

The Business Operations Lead is part of the Business Operations function and serves as a strategic execution partner across Operations, including Contact Center, Mail Services, Quality Delivery, Vendor & Third Party Management, Insights & Analytics. This highly skilled role works closely with operational leaders and business subject matter experts (SMEs) to drive disciplined execution of the Operations transformation roadmap and ensure sustained progress, transparency, and value realization.

Responsibilities

• Maintains and operationalizes the assigned portions of the annual Operations roadmap and multi year milestones, ensuring initiatives remain current, actionable, and appropriately sequenced as priorities evolve across the enterprise.
• Acts independently to manage complex, cross functional initiatives by tracking progress, dependencies, risks, and delivery outcomes; synthesizes findings and provides clear recommendations to Operations leadership to support timely decision making and course correction.
• Proactively takes the translated insights from Data Insights Team and turns into clear operational narratives that explain what the data shows, what it means for the business, and what actions should follow.
• Uses internal and external insights to shape existing initiatives, position and frame new bodies of work, support prioritization and investment decisions, and guide operational execution.
• Partners closely with across Operations to bring structure and clarity to complex work by defining scope, sequencing efforts, clarifying ownership, aligning timelines, and reducing execution friction across teams.
• Translates annual strategy milestones into discrete initiatives, workplans, and execution paths; provides hands on execution enablement to ensure strategy moves from intent to delivery with accountability and momentum.
• Execute on key performance indicators (KPIs) tied to strategic priorities and initiatives; tracks progress, outcomes, and impact over time to ensure consistent visibility into performance and value realization.
• Partner with Insights to translate reporting, dashboards, summaries, and executive ready materials that clearly communicate progress, risks, outcomes, and interdependencies to senior leaders.
• Leads initiatives and workstreams with enterprise wide impact; coordinates cross functional stakeholders to advance complex work end to end.
• Proactively engages with business leaders across Operations to understand goals, constraints, and challenges, enabling effective alignment, prioritization, and execution support.

Qualifications

• 7+ w/Bachelor's degree
• 7+ years experience in a combination of Business Ops Strategy Enablement, Program or Portfolio Management, Business Analysis, Process Improvement, or Service Delivery. Experience working within or closely supporting Contact Center Operations and/or Enterprise Operations functions strongly preferred.
• Experience driving or enabling execution environments undergoing business transformation, organizational change, and evolving priorities. Experience operating in a matrixed, cross-functional environment with senior leadership engagement.
• Demonstrated ability to manage multiple, complex, and competing priorities while maintaining alignment to long term strategic goals.
• Strong analytical and problem solving skills, with the ability to synthesize complex data and insights into clear, actionable recommendations.
• Advanced skill in structuring and enabling execution across large, multi stakeholder initiatives.
• Ability to exercise independent judgment while navigating ambiguity, competing priorities, and enterprise wide interdependencies.
• Strong presentation, verbal, and written communication skills, including the ability to influence and advise senior leaders within the organization.
• Advanced proficiency in Excel, PowerPoint, and PowerBI and with the ability to produce executive ready materials.
• Ability to maintain confidentiality and exercise discretion.
• Excellent relationship management and interpersonal skills, with the ability to build trust and credibility at all levels of the organization.
• Proven ability to lead and enable large, complex, multi area initiatives in a matrixed enterprise environment.

Base Pay Information

The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.

Pay Grade $93,445 - $202,465