Note: The job is a remote job and is open to candidates in USA. Stanford Health Care is a healthcare organization committed to delivering exceptional patient and family experiences. The Director, Finance Shared Services & Experience provides strategic and operational leadership for AskFinance, overseeing service delivery, governance, process standardization, customer experience, continuous improvement, and team development.
Responsibilities
- Lead AskFinance operations, including intake and triage, case management, escalation processes, and day-to-day service delivery
- Oversee staffing, workload balancing, and resource planning to meet service demand and operational priorities
- Monitor service volumes, cycle times, backlog, quality, and customer feedback to identify improvement opportunities and drive performance
- Establish and monitor service levels, operational metrics, dashboards, and reporting to assess performance and drive accountability
- Lead governance for AskFinance, including escalation pathways, service review routines, prioritization, and performance communication to leadership
- Define and evolve the AskFinance service model, including service scope, intake pathways, routing logic, service catalog, escalation criteria, and ownership across shared services and subject matter teams
- Ensure operational controls, documentation, and standard work align with Finance policies, service expectations, and audit requirements
- Develop and maintain standardized procedures, workflows, decision trees, and knowledge resources to support consistent service delivery
- Partner with enabling teams, including technology and process owners, to enhance tools, workflows, reporting, and user experience
- Lead continuous improvement efforts that strengthen service quality, operational discipline, and the effectiveness of Finance shared services
- Develop and advance a strategic roadmap for AskFinance to mature, expand, and scale services in alignment with organizational priorities
- Partner with Finance leaders and subject matter experts to define support models, clarify ownership, improve handoffs, and strengthen issue resolution
- Build effective relationships across Stanford Medicine to understand business needs, align priorities, and identify service opportunities
- Collaborate with operational, technical, and enabling partners to support service consistency, issue resolution, and operating model effectiveness
- Partner with the program and change management team to support readiness, communications, training coordination, and adoption of new processes, tools, and service enhancements
- Gather stakeholder and customer feedback to improve the AskFinance experience and strengthen service delivery
- Lead communications regarding service priorities, performance, and changes affecting AskFinance customers and stakeholders
- Lead, coach, and develop staff while fostering a customer-focused, accountable, and continuously improving culture. Perform supervisory responsibilities including interviewing, hiring, training, performance management, employee relations, and other personnel actions as needed
- Perform other duties as assigned
Skills
- Bachelors Degree from an accredited college or university
- Eight (8) years of progressively responsible experience in shared services, finance operations, customer support operations, or other relevant operational leadership roles
- Experience leading service-oriented operations with accountability for performance, staffing, workflow management, and measurable outcomes
- Experience improving operational processes, service delivery models, reporting, knowledge resources, or customer support practices in a complex organization
- Ability to lead service-oriented operations with a focus on service quality, responsiveness, operational discipline, and measurable outcomes
- Strong knowledge of intake, triage, case management, workflow oversight, and escalation management
- Strong knowledge of service metrics, reporting, dashboards, service model design, and governance practices
- Ability to establish service standards, intake and routing frameworks, service catalog definitions, escalation paths, and operating routines
- Strong understanding of operational controls, documentation standards, policy compliance, and audit readiness
- Strong knowledge of process standardization, knowledge management, and service delivery practices
- Ability to identify improvement opportunities, implement operational enhancements, and strengthen service effectiveness
- Strategic thinking related to service maturity, scalability, and roadmap development
- Ability to build effective partnerships across finance, operational, technical, and program teams in a complex, highly matrixed organization
- Strong collaboration, facilitation, and problem-solving skills, with the ability to clarify ownership and drive cross-functional alignment
- Ability to support change adoption through stakeholder engagement, communications, and training coordination in partnership with the team responsible for change management
- Excellent written, verbal, facilitation, and presentation skills, with the ability to tailor communications to varied audiences
- Commitment to customer service excellence and continuous enhancement of the user experience
- Demonstrated ability to lead, coach, and develop teams while fostering an accountable, customer-focused, and continuously improving culture
- Strong judgment, prioritization, and leadership skills, with the ability to manage competing demands and drive results through others
- Master Degree preferred from accredited college or university
- Experience in finance shared services, ERP support, service desk operations, or business operations within healthcare, an academic medical center, or a similarly matrixed environment preferred
- Experience with service management, case management, workflow, or reporting tools to support operational oversight and continuous improvement preferred
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