Director, Business Integration - AARP Services, Inc. at Washington

The Director of Business Integration is responsible for the design, development and maintenance of ASI Distribution oversight infrastructure and the integration of new and existing provider distribution channels into the internal AARP Services, Inc. (ASI) and external multi-provider infrastructure, as appropriate.  The position is also responsible for leveraging existing distribution channels to promote and integrate AARP/ASI initiatives, such as Driver Safety, MME, corporate memberships, etc. Creates, executes, and manages the integration plans, with specific emphasis on implementation of standards and governance, future technical capabilities, and optimization of a seamless member experience throughout all communication channels, including voice, web, and face-to-face. Provides leadership necessary to identify, develop, and launch new P & Ps as well as the ability to self initiate continuous quality improvement. Leads the strategy and development of the Distribution infrastructure (internally and externally) as it relates to centralized systems, web platforms, and business processes. Seeking to maximize the value of the distribution channels, the position supports a cross communication initiative for offering other branded product and service information and AARP Memberships through existing provider distribution channels.

Defines, refines, and promotes channel integration architecture vision through collaboration with key individuals within AARP, ASI and providers.

Leads all business integration reviews and assesses feasibility of new channel development.

Develops a business integration roadmap and identifies, retrofits, and manages specific projects, ensuring appropriate coordination across multiple business units and departments.  Leverages existing technology and relationships, whenever possible, to maximize the member experience and ASI investment.

Builds a multi-department, multi-business collaborative project management environment for integration and implementation of new and existing products and services into the internal ASI and external business infrastructure.

Identifies and enhances tools that assist or capture information from the front line reps (EMOs, agents, lifestyle reps, etc.) that offer AARP branded products.  Leverages or plans for future integration with existing technology and relationships whenever possible to maximize the member experience and ASI investment.

Interfaces and communicates regularly with functional areas within AARP/ASI, as well as with business partners.  Establishes processes of consistent and proactive communication regarding integration opportunities and progress and sets expectations of roles and responsibilities.

Serves as an escalation point for the most challenging distribution channel issues and member complaints across the program, particularly in situations involving quality and compliance, and develops Continuous Quality Improvement (CQI) measures to track.  Investigates and coordinates all resources within AARP/ASI and providers resulting in recommendations to potential existing processes, but ultimately provides remediation and resolution of member issues and complaints.

Using proven Six Sigma methodologies and CQI initiatives, leads, manages, and implements the business functional steps related to review of existing systems and processes.  Determines changes needed to transform, integrate, develop, and comply with standards.  Identifies and executes process improvement opportunities, develops and executes detailed plans to integrate business into new systems or business processes by identifying synergies and dependencies between projects.

Leads, directs, or participates on cross-functional, cross-organizational teams to integrate ASI and AARP objectives related to ASI product strategy, development, implementation, education, and utilization.

Supports efforts to define complex operational and technological initiatives across multiple projects within AARP/ASI to ensure that internal and external standards are consistently and uniformly maintained.

Serves as point of contact for AARP Informal Technology Solutions (ITS) and works with other ASI departments to establish a process for collection, prioritization, and approval of AARP ITS work and system requests.  Drives decisions based on an analysis of costs and risk mitigation expectations.

 Requirements

Completion of a degree in Business, Healthcare, or Marketing preferred and 10-15 years of relevant and progressively responsible experience in product development/management, operations, government programs, or a non-profit organization engaged in social welfare, advocacy, and/or business initiatives; or an equivalent combination of training and experience related to the duties of the position.

Strong communication skills, as well as the ability to work up, down, and across a matrixed organization to secure buy in from leadership in multiple functional areas.

Disciplined and structured thought leader with the ability to understand customer needs.

Proven ability to lead a diverse team of reports.  The ability to act as a change agent by communicating a compelling message about the vision, rallying support for management throughout AARP, and motivating the team to the highest standards of performance.

Demonstrated ability to participate in a team-based department and to effectively participate in cross-functional teams to meet business objectives and to influence co-workers and business partners in fostering strong working relationships.

Excellent written, verbal, visual/presentation and interpersonal communications skills.  High energy level, team player dedicated to excellent customer service.

Strong consultative, strategic, and project management skills.

Experience with Six Sigma and project management methodologies.

Ability to successfully manage multiple projects and clients.
Country: USA, State: Dist of Columbia, City: Washington, Company: AARP.