Director Digital Correspondence Strategy & Operations

Director, Digital Correspondence Strategy and Operations

The Director, Digital Correspondence Strategy and Operations is responsible for enterprise-wide strategy, transformation, and oversight of all outgoing and returned member correspondence across all AmeriHealth Caritas lines of business. This role leads the modernization of mail operations through digitization to enable end-to-end tracking of member correspondence from initiation to delivery and return, ensuring a seamless, transparent, and member-focused communication processes. The Director will oversee mail operations, elevating staff skills levels to industry best practice standards while fostering a culture of operation excellence, innovation, and continuous improvement. The Director will ensure all correspondence policies, processes, and systems comply with state and federal regulations and service levels consistently meet or exceed member expectations.

Responsibilities

• Provide strategic oversight and operational leadership for all inbound and outbound mail functions, including USPS, interoffice, express courier, and bulk mail services.
• Drive process efficiency, cost-effectiveness, and quality through automation and digital innovation through the implementation of a digital mail system that integrates with enterprise platforms for full correspondence lifecycle tracking.
• Establish operational standards and best practices for all mail room functions including compliance with all postal regulations, organizational security protocols, and mail handling standards.
• Oversee centralized print and copy center operations providing strategic insight and best practice standards for digital, offset, wide-format, secure, and color printing capabilities.
• Ensure timely distribution of critical member communications such as invoices, customer correspondence, legal notices, and compliance materials.
• Ensure quality control, print accuracy, and consistency across jobs and departments.
• Direct print-on-demand and just-in-time printing strategies for internal stakeholders.
• Oversee finishing services (binding, lamination, perforation, cutting) and distribution of printed materials.
• Lead the design and delivery of internal and outsourced print production workflows and contracts.
• Design and direct enterprise member document management workflows, including scanning, indexing, archiving, digital storage, and secure shredding.
• Ensure compliance with data protection and privacy regulations (e.g., HIPAA, PCI-DSS, GDPR, etc.).
• Lead implementation and maintenance of member document automation, e-delivery, and hybrid mail solutions.
• Coordinate with IT, Compliance, and other cross-functional teams to improve member communications and satisfaction, support document version control, retention schedules, and audit readiness.
• Support enterprise transitions from paper-based workflows to digital communication strategies.
• Lead workforce training, skill development, and performance management for mailroom, print, and member document services teams.
• Design and implement KPIs, SLAs, and reporting dashboards to monitor vendor and internal operational efficiency, service quality, and cost performance.
• Develop and manage the departmental budget, identify cost-saving opportunities, and optimize resources across facilities and systems.
• Develop contingency plans for disaster recovery, business continuity, and mail disruptions.
• Stay current on industry trends, automation technologies, and best practices; recommend and implement service innovations.
• Manage relationships and service-level agreements (SLAs) with third-party mail, courier, print, and equipment vendors.
• Negotiate and oversee contracts for print and mail equipment, software platforms, maintenance services, and supplies.
• Conduct regular vendor performance reviews and audits to ensure quality and compliance.
• Implement and promote environmentally responsible practices in mail and print operations (e.g., paper reduction, ink recycling, green sourcing).
• Ensure all services comply with local, state, federal, and industry-specific regulations.
• Develop and maintain documentation related to process governance, SOPs, and training.

Education and Experience :

Other Skills :

Our Comprehensive Benefits Package

Flexible work solutions including remote options, hybrid work schedules, competitive pay, paid time off including holidays and volunteer events, health insurance coverage for you and your dependents on Day 1, 401(k) tuition reimbursement and more.

Your career starts now. We're looking for the next generation of health care leaders.

At AmeriHealth Caritas, we're passionate about helping people get care, stay well and build healthy communities. As one of the nation's leaders in health care solutions, we offer our associates the opportunity to impact the lives of millions of people through our national footprint of products, services and award-winning programs. AmeriHealth Caritas is seeking talented, passionate individuals to join our team. Together we can build healthier communities. If you want to make a difference, we'd like to hear from you.

Headquartered in Newtown Square, AmeriHealth Caritas is a mission-driven organization with more than 30 years of experience. We deliver comprehensive, outcomes-driven care to those who need it most. We offer integrated managed care products, pharmaceutical benefit management and specialty pharmacy services, behavioral health services, and other administrative services.