Senior Operations Manager

JOB TITLE: SR. OPERATIONS MANAGER

The Sr. Operations Manager is a leadership role within the US Commercial Medical Customer Service team that will report to the Director of Customer Service Operations. This role will support the Healthcare line of business by directly managing daily Navigation client programs and services within a contact center operation including:

• Inbound, Outbound, Direct Messaging service models (Designated and Dedicated accounts)
• Pre-Enrollment inbound & outbound customer support

The primary responsibilities of this role are to ensure service, service delivery & quality standards are met or exceeded, obligations to clients and customers are being managed effectively, to drive continuous improvement within the department, and to partner with other functional areas where necessary, to optimize customer experiences. The Senior Manager will be responsible for working with the Director of Customer Service Operations to execute the operational strategy for the organization, and for leading day-to-day operations. In addition, a key responsibility of this role is to review data trends to provide insight to the Medical & US Commercial Leadership team and Enterprise Operations leaders to make decisions to drive change and improvement. This role will require the candidate to engage and motivate a team of people with diverse skills, responsibilities and geographic locations, and to drive collaboration with matrix partners (e.g. HR, Sustainability Team, Client Services, Workforce Management, Coaching & Quality, Operations etc.) to understand and deliver on our commitments to our customers and clients.

Responsibilities

• Leads a team of 100+ FTE Customer Service Advocates with 4 to 8 Front Line Supervisors, across a 24 x 7 service model.
• Directs the overall delivery & service-related activities for the team's customer service function.
• Supports the company's customer experience and operations strategies.
• Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, hiring and training, employee coaching & development
• Interfaces with other service functions and business units (e.g. HR, client services, coaching & quality, IT) accordingly.
• Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.
• Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests.
• Anticipates Customer needs and proactively develops solutions to meet them.
• Solves unique and complex problems with broad impact on the business.
• Develops and manages business plans to achieve objectives.
• Manages external and internal service compliance; identify risk & compliance opportunities; supports assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions
• Continuously identify, analyze, and drive service expense opportunities by employer group and by account; deliver short- and long-term savings to the company and customers by enhancing the service experience; influence others to consider the customer's service expense opportunities.
• Acts as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency.
• Develop direct reports through coaching, delegation and guidance to master current roles and expand their influence for more responsibility and growth of skills & competencies.
• Focus on improving the Customer Experience through coaching, guidance and identification/execution of operational improvement opportunities.
• Collaborate with Quality and Coaching to improve overall audit performance on customer surveys.
• Implement methods to better utilize customer and provider data to measure our level of success and identify improvement opportunities.
• Develop a team of people that can lead the organization into the future, supply future leaders to other parts of the organization, and think differently about how we do business.
• Enable a virtual work environment where managers and employees have the tools, resources, and information necessary for teamwork, productivity and engagement.

Qualifications

• High School Diploma or GED required. Bachelor's Degree or advanced degree preferred
• 6+ years' experience within a complex, large-scale/high volume customer facing operations preferred
• 4+ years of prior direct people management experience with demonstrated results in leading and developing a team within a contact center operation required
• 2+ years of interim manager or manager level and/or 4+ years of Medical Proclaim Customer Call Operations leadership experience
• Experience with Net Promoter Score (NPS) required and a proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience
• Innovative, strategic and creative thinking skills with a focus on continuous process improvement is required
• Highly collaborative individual with the ability to drive change and influence within a cross-functional matrix team environment required
• Strong communication (oral and written), facilitation, and presentation skills.
• Proficient using MS Office software
• Ability to accommodate up to 20% travel.