Senior Director, Enterprise Response & Resolution

Job overview

The Senior Director, Enterprise Response & Resolution role is hybrid, with an average of three onsite days per week at Medica’s Minnetonka, MN office. The typical hiring salary range is $150,000–$225,015 per year; the full salary grade is $150,000–$257,200. Medica is a nonprofit health plan serving more than a million members across several states and beyond. The director establishes and leads an enterprise capability for resolving material business issues, executive escalations, and emergency events. The role creates consistent governance, ownership, coordinated response, reporting, and remediation across business functions, while building the team and workflow technology that support the capability.

What you'll do

• Design and improve the enterprise issue-resolution operating model
• establish intake, classification, prioritization, routing, ownership, action planning, resolution, closure, and review processes
• define issue categories, severity levels, escalation thresholds, service expectations, and closure standards
• lead cross-functional issue resolution
• develop emergency-management frameworks, playbooks, and escalation procedures
• coordinate enterprise responses and executive communications
• conduct exercises and readiness assessments
• lead post-event reviews and track corrective actions
• build and lead the issue-resolution and emergency-management team
• develop training, standards, templates, and workflows
• manage applicable budgets, vendors, and technology investments.

What we're looking for

Skills & competencies

senior director

enterprise issue resolution

emergency management

executive escalations

hybrid

minnetonka mn

medica

$150k–$225,015 typical hiring range

health plan

cross-functional leadership

governance

crisis response

no visa sponsorship

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, vision, PTO, holidays, paid volunteer time off, 401(k) contributions, caregiver services, and other benefits
• possible incentive plan compensation.

Why this role

Hybrid schedule averaging three onsite days weekly; role may be eligible for incentive plan compensation; no work visa sponsorship.

About the employer

Medica Services Company LLC is hiring for this role. Industry: Direct Health and Medical Insurance Carriers. Sector: 52.