Technology Manager - Digital Experience & Enablement

At Blue Cross and Blue Shield of Nebraska, we are a mission-driven organization dedicated to championing the health and well-being of our members and the communities we serve.

Our team is the power behind that promise. And, as the industry rapidly evolves and we seek ways to optimize business processes and customer experiences, there's no greater time for forward-thinking professionals like you to join us in delivering on it!

As a member of Team Blue, you'll find purpose, opportunities and the support you need to build a meaningful career and make a powerful impact in our community.

BCBSNE is happy to offer four work designations for our Omaha area employees: 100% in-office, Hybrid options, and 100% remote.
If choosing to work remote, this role can be located in one of the following states: Florida, Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, and Texas. Ideally, this person would be able to visit our Omaha office occasionally.

Seeking a Technology Leader with experience being responsible for building and maintaining the customer-facing, digital portal portfolio to include management responsibilities for the teams of developers, analysts, and testers.

The Technology Manager - Digital Experience and Enablement is responsible for leading the delivery of scalable digital solutions for customer-facing applications and ensuring the continuous enhancement of these solutions to maximize customer value. This role focuses on driving innovation, resilience, and reliability in digital products, with a strategic emphasis on customer experience and satisfaction. Key functions of this role will be to collaborate closely with cross-functional teams and stakeholders across the organization to align digital initiatives with broader strategic objectives and utilize data analytics, paired with application performance monitoring, to optimize performance. This role is also responsible for hiring, team member development, performance management and capacity planning.

What you'll do:

• Lead teams in delivering innovative digital solutions that align with strategic goals, focusing on emerging technologies (generative artificial intelligence/AI, Machine Learning, etc.) ensuring all phases of the Secure Software Development Lifecycle are accounted for. Foster a culture of continuous improvement and customer-centricity with underlying emphasis of accountability.

• Oversee the end-to-end lifecycle of customer-facing applications, ensuring optimal performance and scalability of applications. Implement site reliability best practices across assets, including vendor platforms and integrations, with vendors to securely create seamless experience that prioritizes customer experience and operational excellence.

• Partner with stakeholders to drive initiatives that enhance the customer experience, leveraging data-driven insights to optimize digital solutions. Ensure that all digital delivery efforts are aligned with the goal of maximizing customer value and satisfaction.

• Utilize data analytics and analytical models to monitor site and application performance. Use tools like Google Analytics to track user behavior, identifying opportunities to enhance user experience and drive continuous improvement.

• Define, monitor, and measure key performance indicators to ensure that digital delivery efforts meet or exceed customer expectations. Implement strategies to address any gaps in performance and drive continuous improvement.

• Participate in the selection of vendor partners as needed and applicable for both strategic roadmap development and project needs. Be responsible for the performance management of the vendor partner when required.

• Manage spending in area of responsibility. Provide input to the portfolio, project capacity, and resourcing budgets. Recommend options with qualitative and quantitative facts when requesting resources and positions.

• Create 18 to 24-month vision for the teams to achieve optimal cost, performance and value to the organization. Show qualitative and quantitative results through continuous improvements.

• Operate along the intersection of business strategy and implementation teams for delivering large programs and projects. Provide leadership in all phases SSDLC, BOT and other processes in IT.

To be considered for this position, you must have:

• Bachelor's degree in information technology, computer science, or a related field.

• A minimum of 5 years of experience in information technology administration, with a focus on end-to-end management of customer-facing digital applications, and 3 years of direct reporting responsibilities.

• Previous experience with data analytics tools and models, like Google Analytics, to monitor and optimize application performance and user experience.

An equivalent combination of education and experience may be substituted for this requirement. The ability to meet or exceed the attendance and timeliness requirements of their departments. On-call work may be required based on business needs and role assignment. The ability to work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments, and customers.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

The strongest candidates for this position will also possess:

• Health insurance payor or e-commerce industry knowledge.

• Experience leading application development teams.

• Previous mobile application administration experience.

• Previous work with conducting and/or participating in journey mapping customer experience.

• Ability to build a deep understanding of customer needs and a commitment to delivering exceptional value through digital products.

• Ability to inspire and lead teams toward achieving innovative and customer-focused digital solutions.

• Background in leading multiple cross-disciplined technology teams in onshore/offshore partnerships.

Learn more about what makes BCBSNE such an exceptional place to work by visiting NebraskaBlue.com/Careers.

We strongly believe that diversity of experience, perspective and background will lead to a better workplace for our employees and a better product for our customers and members.

Blue Cross and Blue Shield of Nebraska is an Equal Opportunity /Affirmative Action Employer - Minorities/Females/Disabled/Veterans