Capability Manager

Excellus BCBS; City of Albany (NY); Hybrid; USD 79,000 - 142,000; Full time

Job summary

Excellus BCBS is seeking a Capability Manager to drive growth by identifying challenges, crafting strategic plans, and leading cross-functional teams through delivery and value realization. The role emphasizes collaboration with stakeholders, governance, and continuous improvement to achieve cost savings, efficiency gains, and risk reduction.

The candidate will guide initiatives from concept to deployment, support pilots and adoption activities, and ensure alignment with regulatory requirements

Qualifications

• Eleven years of relevant work experience in business operations or a bachelor’s degree plus five years of relevant work experience.
• Experience supporting CRM, workflow, automation, AI, or digital transformation capabilities.
• Proficiency in business process improvement, stakeholder engagement, and cross-functional collaboration.
• Ability to analyze ROI, benefits, payback, and reporting needs.
• Healthcare or regulated industry experience preferred; Lean Six Sigma or equivalent certification preferred.

Responsibilities

• Evaluate current-state business processes to identify efficiency and performance improvements.
• Build a prioritized initiative pipeline with ROI analysis and risk assessments.
• Develop and execute strategic plans aligned to the pipeline with measurable outcomes.
• Act as business owner during delivery, defining requirements and coordinating activities.
• Monitor and report realized benefits post-deployment and analyze KPI/ROI data.

Skills

CRM experience

Workflow optimization

Automation

AI capabilities

Cross-functional collaboration

Education

Bachelor's degree + 5 years experience

Job description

Job Description

The Capability Manager is responsible for driving business growth by identifying and addressing challenges and opportunities, developing and executing strategic plans, and leading cross- functional teams to achieve organizational objectives. The role establishes and maintains strong relationships with key stakeholders, collaborating closely with teams for technical delivery, and drives a culture of innovation and continuous improvement. Guiding each initiative from concept through deployment and value realization, ensuring measurable outcomes such as cost savings, operational efficiency gains and risk reduction- delivering sustainable value and measurable outcomes.

Summary

Job Description: The Capability Manager is responsible for driving business growth by identifying and addressing challenges and opportunities, developing and executing strategic plans, and leading cross- functional teams to achieve organizational objectives. The role establishes and maintains strong relationships with key stakeholders, collaborating closely with teams for technical delivery, and drives a culture of innovation and continuous improvement. Guiding each initiative from concept through deployment and value realization, ensuring measurable outcomes such as cost savings, operational efficiency gains and risk reduction- delivering sustainable value and measurable outcomes.

Essential Accountabilities

• Evaluates current-state business processes and identifies opportunities to improve efficiency, customer experience, operational effectiveness, and business performance through process improvement, automation, and AI-enabled solutions.
• Builds and maintains a prioritized initiative pipeline by developing business cases, impact assessments, ROI analysis, strategic alignment criteria, speed-to-value considerations, and risk assessments.
• Develops and executes strategic plans aligned to the prioritized initiative pipeline, including measurable business outcomes, benefits quantification, cost and payback modeling, and risk mitigation strategies.
• Serves as the business owner throughout delivery by defining business requirements, supporting business readiness, coordinating project activities, managing milestones and dependencies, and ensuring deliverables remain aligned to stakeholder expectations.
• Supports governance and value realization by monitoring, validating, and reporting realized benefits post-deployment; analyzing KPI and ROI data; and identifying trends, risks, and opportunities for continuous improvement.
• Collaborates with business units, technical teams, vendors, and cross-functional stakeholders to support delivery of transformational solutions, build alignment, and execute strategic initiatives.
• Supports pilots, proofs of concept, experimentation, roadmap execution, and adoption activities by coordinating participants, gathering feedback, tracking outcomes, managing priorities and risks, and promoting capability education through coaching and success stories.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.

Minimum Qualifications

• Eleven (11) years of relevant work experience in business operations, process improvement, transformation, consulting, or a similar role; or a bachelor’s degree and five (5) years of relevant work experience in business operations, process improvement, transformation, consulting, or a similar role.
• Experience supporting CRM, workflow, automation, AI, or digital transformation capabilities.
• Intermediate proficiency in business process improvement, stakeholder engagement, project delivery, and cross-functional collaboration.
• Intermediate proficiency to develop ROI models, analyze benefits and payback, track performance, and support reporting needs.
• Demonstrated ability to analyze business needs, support technology-enabled solutions, drive adoption of new capabilities, and work effectively in healthcare or another regulated industry.
• Lean Six Sigma Green Belt or Black Belt certification, or an equivalent process‑improvement credential preferred.
• Experience leading or actively contributing to an Automation or AI Center of Excellence preferred.
• Demonstrates familiarity with GenAI business use cases, such as document intelligence, conversational AI, predictive workflows, or intelligent automation preferred.
• Change management certification (e.g., Prosci, ACMP) is strongly preferred.

Physical Requirements

• Ability to work prolonged periods sitting and/or standing at a workstation and working on a computer.
• Ability to travel across the Health Plan service region for meetings and/or trainings as needed.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Compensation Range(s)

$79,068 - $142,322

The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.

Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis.