Business Process & Change Leader for Customer Experience Programs

Blue Shield of CA; Los Angeles (CA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Blue Shield of CA seeks a Customer Experience Program Management Team member to manage agent requirements and readiness for projects impacting Customer Experience. You will work with cross-functional teams to define requirements, lead change management, and ensure frontline agents are prepared for incoming changes, with a focus on coaching and ongoing learning.

The role emphasizes project-based work, business readiness, and delivering plans (training, communication, processes) to achieve

Qualifications

• Bachelor's or equivalent with 4 years of relevant experience; master’s preferred.
• Green Belt in Six Sigma or LEAN with progress toward Black Belt; change management certs valued.
• 5+ years leading BPM/continuous improvement initiatives.
• Proven cross-functional project leadership and reporting skills.
• Strong coaching, interpersonal and written/verbal communication skills.

Responsibilities

• Manage agent requirements and readiness for projects and programs affecting Customer Experience.
• Support member, broker, and provider phone teams in delivering projects.
• Define requirements and needs to ensure project success across cross-functional teams.
• Lead change management and business readiness for frontline agents.
• Develop and coordinate project plans, training plans, and communications.

Skills

Business Process Management

Project Management

Agile

Lean Six Sigma Green Belt

Change Management

Cross-functional leadership

Communication skills

Analytical skills

Mentoring/Coaching

Analytical tools (Excel, MiniTab)

Education

Bachelor's degree or High School Diploma/GED + 4 years experience

Masters degree preferred

Tools

MiniTab

Excel

Job description

Blue Shield of CA seeks a Customer Experience Program Management Team member to manage agent requirements and readiness for projects impacting Customer Experience. You will work with cross-functional teams to define requirements, lead change management, and ensure frontline agents are prepared for incoming changes, with a focus on coaching and ongoing learning.

The role emphasizes project-based work, business readiness, and delivering plans (training, communication, processes) to achieve