Senior Director: Incident Management & Service Excellence

Kaiser Permanente; Anaheim (CA); On-site; USD 190,000 - 240,000; Full time

Job summary

Kaiser Permanente is seeking a Senior Director of Incident Management and Service Excellence to lead regional operations across facilities in Southern California. The role focuses on proactive service, rapid issue resolution, and member retention by aligning policies, training, and data-driven improvements.

The position requires strategic leadership, deep knowledge of incident management, and collaboration with executives to enhance member experience and reduce unnecessary escalations.

Qualifications

• Minimum seven (7) years of experience in customer service or a directly related field.
• Minimum four (4) years of experience managing operational or project budgets.
• Minimum five (5) years of experience in a leadership role with direct reports.
• Bachelor’s degree in a related field and extensive health care/insurance experience OR fourteen (14) years in health care/related field.

Responsibilities

• Directs multiple units and sets strategic direction for process improvements.
• Champions exceptional customer and member service across units.
• Leads incident case management and root cause analysis across regions.

Skills

Leadership

Strategic Thinking

Communication

Problem Solving

Stakeholder Management

Trend Analysis

Education

Bachelor’s degree in Business Administration, Economics, Health Care Administration, Health Services, Communications, or related field

11+ years in health care/related field

Job description

Kaiser Permanente is seeking a Senior Director of Incident Management and Service Excellence to lead regional operations across facilities in Southern California. The role focuses on proactive service, rapid issue resolution, and member retention by aligning policies, training, and data-driven improvements.

The position requires strategic leadership, deep knowledge of incident management, and collaboration with executives to enhance member experience and reduce unnecessary escalations.