Senior Director, Enterprise Issues & Crisis Management

Medica; Hopkins (MN); On-site; USD 150,000 - 225,000; Full time

Job summary

Medica in Minnetonka, MN seeks a Senior Director, Enterprise Response & Resolution to lead enterprise issue-resolution and emergency-management capabilities across the organization. You will design an end-to-end operating model, govern material business issues, and coordinate executive escalations with cross-functional partners.

The role requires 15+ years in operations/risk/emergency management, 10+ years leading teams, and proven governance experience; on-site presence is expected in Minnesota

Qualifications

• Bachelor's degree in business, healthcare administration, operations, risk management, organizational leadership or a related field.
• 15+ years of progressive experience in business operations, enterprise issue resolution, risk management, emergency management, or related disciplines.
• 10+ years of leadership experience leading cross-functional teams, strategic initiatives, organizational transformation, or business process improvement programs.
• Proven leadership experience building, developing, and leading high-performing teams through periods of growth, change, and transformation.
• Proven success establishing governance frameworks, operating models, workflows, and scalable processes that improve organizational performance and accountability.

Responsibilities

• Design, implement, and continuously improve the enterprise business issue-resolution operating model.
• Establish a consistent process across the organization for issue intake, validation, classification, prioritization, routing, owner acceptance, investigation, action planning, resolution, closure, and post-resolution review.
• Define enterprise issue categories, severity levels, materiality criteria, escalation thresholds, service-level expectations, and closure standards.
• Ensure every material issue has a clearly identified accountable business owner, documented action plan, target resolution date, and appropriate governance.
• Lead cross-functional issue-resolution efforts involving multiple business units, vendors, or executive stakeholders.
• Facilitate structured problem-solving, clarify decision points, remove barriers, and elevate unresolved matters to the appropriate leadership forum.
• Reduce duplicate investigations, disconnected work items, inconsistent handoffs, and recurring information gathering.
• Ensure issues are not closed until resolution evidence, residual risks, outstanding actions, and ongoing ownership are documented.
• Identify recurring issues, systemic patterns, and underlying process weaknesses that require broader corrective action.

Skills

Leadership

Executive communication

Cross-functional collaboration

Problem solving

Strategic thinking

Education

Bachelor's degree in business, healthcare administration, operations, risk management, organizational leadership or a related field

Tools

ServiceNow

Job description

Medica in Minnetonka, MN seeks a Senior Director, Enterprise Response & Resolution to lead enterprise issue-resolution and emergency-management capabilities across the organization. You will design an end-to-end operating model, govern material business issues, and coordinate executive escalations with cross-functional partners.

The role requires 15+ years in operations/risk/emergency management, 10+ years leading teams, and proven governance experience; on-site presence is expected in Minnesota