Director, Product & Delivery, National Consumer Sales Technology

The Director, Product & Delivery: Sales Technology provides strategic and operational leadership for National Direct to Consumer Sales technology within National Sales & Engagement Solutions (NSES), supporting sales and retention agents who engage approximately 2 million members and consumers annually across Medicare, KPIF, Commercial, and other lines of business. This role is accountable for the strategy, performance, compliance, roadmap, budget, and delivery outcomes of the Salesforce CRM and connected sales technologies. The Director ensures technology investments improve the agent and consumer experience, drive sales effectiveness, reduce workflow friction, strengthen data quality, and positively impact measures including conversion, enrollment, Agent Satisfaction (ASAT), and Customer Satisfaction (CSAT).

The Director develops and governs the multi-year Sales Technology roadmap and prioritized CRM backlog, balancing strategic initiatives, operational needs, platform health, maintenance, and technical debt. The role manages dependencies across the end-to-end sales journey, including CRM, telephony/CCaaS, campaign, data, cloud, and integration layers, and ensures product decisions align with National Health Plan and National Sales objectives. This leader owns budget performance across Salesforce CRM and connected applications, including licensing, vendor spend, and run-versus-change investments. The Director leads the CRM product ownership function through the Manager, CRM Product Ownership, establishing clear product priorities and ensuring technology product owners translate business and operational needs into effective system enhancements. The Director also governs CRM delivery through systems integrator and managed-service partners, establishing scope, quality, delivery, architectural, and compliance expectations and holding vendors accountable to SOW and KP release requirements. Release coordination, deployment, and Salesforce administration are executed by the vendor CRM delivery partner under the KP release SOP; this role governs outcomes, enforces architectural review before build, and holds KP decision authority. The role maintains KP decision authority for acceptance and go/no-go decisions on CRM releases and enhancements, including establishing business acceptance criteria, approving UAT outcomes, evaluating release readiness, and escalating delivery risks or variances as appropriate.

In addition to the responsibilities listed below, this director level position is also responsible for directing strategic, enterprise-wide, cross-regional, and/or multi-disciplinary programs to drive exceptional business value for KP; directing evolving strategic priorities and providing strategic planning within and across programs to drive and ensure alignment and performance across the organization. This includes ensuring the progress of initiatives are monitored across program(s) and proactively identifying risks and opportunities of strategic business value; addressing escalated issues to ensure effective resolution; and overseeing the identification, gathering and evaluation of data and key performance drivers to ensure strategy performance and address any gaps. This position is also responsible for directing the development of design plans and supporting the development and execution of change management strategies during key program or organizational changes and transitions; providing leadership in a variety of dynamic situations requiring exceptional consulting, internal influence, conflict management, and resource/team management; directing external research to identify and implement market leading practices; driving a can-do strategic approach with sound business acumen; and advising and partnering with senior leaders while operating within a fast-paced environment.

• Prepares individuals for growth opportunities and advancement; builds internal collaborative networks for self and others. Solicits and acts on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Demonstrates continuous learning; oversees the recruitment, selection, and development of talent; ensures performance management guidelines and expectations to achieve business needs. Stays up to date with organizational best practices, processes, benchmarks, and industry trends; shares best practices within and across teams. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact.
• Oversees the operation of multiple units within a department by identifying member and operational needs; ensures the management of work assignment completion; translates business strategy into actionable business requirements; ensures products and / or services meet member requirements and expectations while aligning with organizational strategies. Gains cross-functional support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and fosters resolution of escalated issues. Communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; prioritizes and distributes resources. Removes obstacles that impact performance; guides performance and develops contingency plans accordingly; ensures teams accomplish business objectives.
• Directs the delivery of large-scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open ended time frame. Reviews program plans and determines program demands for the most complex program initiatives in order to identify and manage scope, and supply appropriate staffing to complete program plans within scope, budget and schedule. Oversees the program financials of large, high profile, dynamic program initiatives and ensures they are managed within budget allocations. Reviews performance across a portfolio of programs to ensure programs effectively deliver maximum long term value or benefit to the organization, and makes adjustments as needed in an uncertain environment where scope may be fluid. Develops and disseminates processes and procedures for the development and execution of organizational change management (e.g., user adoption, implementation, and training plans). Establishes and oversees proper program management practices in regard to allocation of resources, schedules and task assignments. This role may perform project management duties in addition to program management responsibilities.
• Directs programs team and holds team ccountable for results. Oversees the decisions of others in reference to internal and/or external resource requests based on the alignment of team member skills and program demands. Leverages expertise to create a clear vision of overall program goals and objectives. Delivers performance feedback to team.
• Proactively monitors, identifies, and mitigates program risks, issues, and trigger events across multiple interdependent programs by leveraging expertise and recommending changes to program processes based on the analyses and identification of trigger events.
• Directs adherence of program activities to policies and procedures by ensuring program plans and team members follow KP, departmental, and/or business line policies and procedures.
• Directs the alignment, buy-in, engagement and support of diverse programs stakeholders to set long-term program goals by building and maintaining relationships as well as communicating appropriately with internal customers, third party vendors, executive management, and business leaders; and clarifying accountability and authority across stakeholders. Builds close relationships with key stakeholders across multiple functions based on their level of influence and decision making and guides teams in identifying the right stakeholders for their programs. Directs programs goals, influences the prioritization of deliverables, coordinates all business processes (e.g. project change management, communication) and facilitates decisions necessary for programs delivery by partnering with programs sponsors and/or review boards. Communicates tough issues to stakeholders while maintaining an independent opinion, providing recommendations, delivering formal presentations, and providing reports to executive audiences. Engages with senior and executive stakeholders to identify long term value to the organization and define success.
• Oversees vendor performance and provides direction for service improvements or revisions to strategy. Partners with Procurement and/or Legal to develop service level and/or scope of work agreements as appropriate. Directs partnerships and contract negotiations with vendors.