Program Manager, Principal - Risk Management And Business Continuity

Your Role

The Strategic Planning and Performance team responsible for issue and risk management for operational contact center teams (both tactical and proactive), and for Business Continuity planning and management. The Program Manager, Principal for Risk Management and Business Continuity will report to the Strategic Planning and Performance Director. In this role you will conduct proactive planning around IT releases and scheduled downtimes to ensure minimal business impact or interruption and will work closely with contact center operations and shared service teams on readiness planning and communication. You will represent and advocate for contact center needs, requirements, and impacts for unplanned issues and lead business communication, remediation, and recovery efforts in partnership with IT teams for high priority issues. You will also be responsible for the maintenance, testing, and ongoing improvement of Customer Experience's business continuity plan.

Your Work

In this role, you will:

• Operate at a strategic business level to ensures projects/programs are in line with Blue Shield of California strategic goals

• Consult with all levels including senior management, make recommendations, and influence decision-making

• Leverage cross-functional internal and external relationships to drive initiatives forward

• Plan and implement multiple and extremely complex projects/programs spanning across business areas

• Determine key business issues, develop effective action plans and implement to successful conclusion

• Ensure all issues and release management events are managed effectively and support, where possible, by a change plan

• Safeguard enterprise assets and prevent operational disruptions by continuously assessing, identifying, and mitigating risks to contact centers (BSC & vendor)

• Conduct risk assessments to analyze potential business impact of unpredictable business interruptions such as natural disasters, security breach, legal claims, and market disruptions

• Analyze impact on, and risk to, essential business functions or information systems to identify acceptable recovery time periods and resource requirements

• Plan, conduct, and debrief regular mock-disaster exercises for scenarios during and after events of disaster to test the adequacy of existing plans and strategies, updating procedures and plans regularly

• Work with cross functional team to support issue resolution and release management; required activities may occur outside of the hours of regular business operations or on weekends, and flexibility is required to resolve issues that occur anytime during contact center service hours (or occasionally after hours for testing/releases)