Communication Governance, Consultant - Marketing Operations

At Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. Were excited to share Blue Shield of California has received awards and recognition for LGBT diversity, quality improvement, most influential women in corporate America, Bay Areas top companies in volunteering & giving, and one of the worlds most ethical companies. Here at Blue Shield of California, were striving to make a positive change across our industry and the communities we live in Join us!


Blue Shield of California's mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that truly serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our comprehensive approach to diversity, equity, and inclusion combines a focus on our people, processes, and systems with a deep commitment to promoting social justice and health equity through our products, business practices, and presence as a corporate citizen.

Blue Shield has received awards and recognition for being a certified Great Place to Work, best place to work for LGBTQ equality, leading disability employer, one of the best companies for women to advance, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we are striving to make a positive change across our industry and the communities we live in - join us!

Your Role

The Communication Governance team supports the development and implementation of strategic communication programs to improve overall member experience, streamline operational processes, and govern member facing communications to align with company policies and regulatory requirements. The Communication Governance, Consultant - Marketing Operations will report to the Director of Communication Governance. In this role you will serve as a subject matter expert in member experience changes and communications plans as a result of federal and state mandates to maintain compliance, and ensure all communications meet success parameters. In this role, the Communication Governance, Consultant - Marketing Operations will support, improve, and document standard and repeatable process and playbook infrastructure. You will support a strong governance policy and dynamic cross-functional process integration to achieve communication transformation objectives and improved operations while maintaining compliance. To be successful in this position you will have a strong business acumen, a strategic mindset, deep program management discipline, sharp focus on quality and process improvement, and excellent facilitation skills to drive change.

Your Work

In this role, you will:
  • Be responsible for planning and implementation of extremely complex mandates projects spanning across business areas where analysis requires evaluation of variable factors
  • Serve as Project Manager leading special mandates projects and programs, and ensure strategic direction of mandates projects are in line and designs strategies for alignment with Business Unit goals and objectives
  • Consult and make recommendations to senior management on significant issues and influences decision-making
  • Determine key member experience impacts, develop effective member communication plans for mandated marketing changes, and implement to successful conclusion
  • Assist in facilitating the strategy, design, development, and alignment of the organizational vision
  • Assist building and maintaining key stakeholder relationships. Manage development of presentations and speaking points for presentation, meetings, and project updates
  • Support the alignment of mandated communications to enterprise policies and procedures to ensure compliance and continuous improvement to processes
  • Take a disciplined approach to review and approve and facilitate member facing communications across channels; align mandated communications to business objectives and establish reporting to monitor effectiveness of hard and soft KPIs
  • Maintain enterprise communication calendar for tracking all outbound member interactions
  • Track all final artifacts, data files, and measurement of KPIs in a central location


Your Knowledge and Experience

  • Bachelor's degree in Business, Marketing, Health Care Administration, or related disciple required, Master's degree preferred, and 7+ years of experience in marketing, operations and/or vendor integrations required
  • Experience in Six Sigma Green/Black Belt process improvement or similar methodology discipline required
  • Substantial project management experience required
  • Experience analyzing federal and state regulations
  • Track record of human-centered process design in a highly regulated industry desired
  • Strong analytical skills and use of data to drive decisions and able to use advanced features of Excel required
  • Strong presentation skills and ability to develop advanced presentation materials using PowerPoint required

Our Values

  • Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short
  • Human. We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes
  • Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals

Physical Requirements

Office Environment - roles involving part to full time schedule in Office Environment. Due to the current public health emergency in California, Blue Shield employees are almost all working remotely. Based in our physical offices and work from home office/deskwork Activity level: Sedentary, frequency most of work day.
Please click here for further physical requirement detail.

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.
COVID-19 update: From the earliest days of the pandemic, Blue Shield of California has been unyielding in our commitment to putting the health and safety of our people, our members and our communities first. As a federal contractor and a health care company, Blue Shield requires all employees to be fully vaccinated prior to start date as a condition of employment and provide proof of vaccination status. Blue Shield will consider requests for medical or religious accommodation to this vaccination requirement prior to your start date
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