Capability Manager

Lifetime Workforce Solutions, LLC; City of Rochester (NY); Hybrid; USD 79,000 - 142,000; Full time

Job summary

Excellus BCBS is seeking a Capability Manager to drive growth by identifying opportunities, defining strategic plans, and leading cross-functional teams from concept to deployment. The role emphasizes measurable outcomes, including cost savings, efficiency gains, and risk reduction.

The position requires extensive experience in process improvement, CRM/digital transformation, and a track record of delivering value across healthcare or regulated industries.

Qualifications

• 11+ years in business operations, process improvement, transformation, or related roles (or 5+ years with a bachelor’s degree).
• Experience supporting CRM, workflow, automation, AI, or digital transformation capabilities.
• Proficient in business process improvement, stakeholder engagement, and cross-functional delivery.
• Lean Six Sigma Green Belt or Black Belt certification preferred; change management certification preferred.

Responsibilities

• Evaluate current-state processes and identify efficiency and customer experience improvements.
• Build prioritized initiative pipelines with ROI analysis and risk assessments.
• Develop and execute strategic plans aligned to the pipeline with measurable outcomes.
• Serve as business owner during delivery, defining requirements and coordinating activities.
• Monitor benefits post-deployment and report KPI/ROI trends.
• Collaborate with business units, vendors, and cross-functional teams to deliver transformational solutions.
• Support pilots, PoCs, adoption activities, and capability education.

Skills

CRM experience

Workflow automation

AI/digital transformation

Cross-functional collaboration

Stakeholder engagement

Change management

Education

Bachelor's degree

Lean Six Sigma Green Belt/Black Belt

Tools

CRM software

Automation tools

AI platforms

ROI modeling tools

Job description

Job Description: Summary: 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 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.

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.

One Mission. One Vision. One I.D.E.A. One you. Together we can create a better I.D.E.A for our communities. At Excellus BCBS, we’re on a mission to make our communities healthier and we can't do it without you. We know diversity helps fuel our mission and that's why we approach our work from an I.D.E.A Mindset (Inclusion, Diversity, Equity & Access). By activating the experiences, skills, and perspectives of our employees, we take action toward greater health equity. We aspire to reflect the communities we live in and serve, and strongly encourage people of color, LGBTQ+ people, people with disabilities, veterans, and other underrepresented groups to apply.