DaVita Careers

Director of Strategic Operations (Denver or Malvern, PA)

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Position Description

DaVita Guest Services is recruiting for an engaging, results-oriented leader to support our nationwide Guest Services team, reporting to the Sr. Director of Guest Services.


Qualified candidates must have extensive experience in process improvement, leading a customer service organization, and developing management teammates to drive daily operations, including capabilities related to Service Level Management, Quality Assurance, Workforce Management, Call Analytics, and Strategic Planning . This leader must establish partnerships with other corporate teams, field leaders, physicians and clinical operations teams to ensure timely and efficient patient placements and support critical patient programs. This position will communicate and interface with cross-functional teams at the Regional, Divisional and Corporate levels on operational issues and concerns.


This decisive operational leader will engage his or her management experience to identify and act upon opportunities for improvement to Guest Services policies, processes, staff, systems, and environment.  Candidates must be able to translate metrics into actionable information to meet established goals and expectations.  Knowledge of call center technology and Customer Relationship Management tools, including Siebel, Avaya, Cisco, and NICE IEX Workforce Management, preferred.


Key responsibilities:

  • Lead a team of 100 teammates to support DaVita initiatives and 75,000 annual visitor patient treatments
  • Develop and execute customer service strategy to ensure satisfaction of external partners
  • Refine and develop operational performance metrics and management processes to consistently meet or outperform customer service and growth goals.
  • Manage Training and Development leaders and team to deliver high performance and continuous improvement across multiple locations and more than 200 teammates
  • Manage Quality Assurance process across dedicated team and operations lanes to ensure customer service and regulatory compliance
  • Support Workforce Management initiatives and technology
  • Incorporate and live the DaVita Core Values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun in creating and managing this dynamic operational department


Job Duties and Expectations:

  • Partner with the operational leadership team to develop and execute strategic business plans, operational goals, and performance metrics that drive growth and productivity and ensure a high level of customer service and satisfaction.
  • Develop and retain a team of managers, providing coaching and developmental opportunities that continuously build and expand both individual and team capabilities
  • Drive continuous operating improvements and quality performance of operating metrics such as quality, productivity, staffing, training, attrition and costs.
  • Manage achievement of Guest Services customer service level and customer satisfaction goals.
  • Identify, analyze and resolve a wide range of technical, process, and operational issues providing quick and decisive solutions.
  • Lead innovation initiatives to define future processes for world-class patient placement
  • Encourage collaboration and support of cross-functional business initiatives to ensure quick resolution of business issues.
  • Champion development of leadership competencies that drive individual and team goals.
  • Maximize employee satisfaction, development, and performance through goal setting and performance management practices.
  • Foster the DaVita Way of culture that encourages teammate contribution, respect, and support of all types of individuals. 


Here is what you can expect when you join our Village: 

  • A "community first, company second" culture based on Core Values that really matter.
  • Clinical outcomes consistently ranked above the national average.
  • Award-winning education and training across multiple career paths to help you reach your potential.
  • Performance-based rewards based on stellar individual and team contributions.
  • A comprehensive benefits package designed to enhance your health, your financial well-being and your future.
  • Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation.    
Join us as we pursue our vision "To Build the Greatest Healthcare Community the World has Ever Seen."
Why wait? Explore a career with DaVita today.
Go to http://careers.davita.com to learn more or apply. 
To learn more about our Village and the world of dialysis, click here.

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WARNING: Job Recruitment Scam Notice
Please note that DaVita Careers has been made aware of a phishing, job recruitment scam in which third parties are fraudulently representing themselves as recruiters of our company.  These scammers are posting fake DaVita job openings and communicating with job candidates in an effort to obtain personal information and money.  Please follow link to learn more about this scam.

Learn More: http://careers.davita.com/JobRecruitmentScamNotice


DaVita is an equal opportunity/affirmative action employer.  As such, DaVita makes hiring decisions solely on the basis of qualifications and experience, and without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status. 

We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.
DaVita will consider qualified applicants who have criminal histories in a manner consistent with the law.

Position Summary

  • Job Title: Director of Strategic Operations (Denver or Malvern, PA)
  • Job Function: Other - Corporate Office
  • Location: 7173 S. Havana St., Rampart Center Bldg A, Suite 100, Centennial, Colorado