Manager, Operations

Your Role

The Commercial Customer Service team assists members in navigating their health plan and ensuring access to needed healthcare services . The Program & Operations Manager, Commercial Customer Experience will report to the Director of Commercial Customer Service. In this role you will Manage the daily, short-term, and/or long-term activities of the customer service and operations teams commercial program strategy and providing service worthy of our family and friends. Responsible for the oversight of strategic initiatives, reporting, new membership implementation strategy, quality, goals, program compliance, and results for various operational areas. Focused on connecting organizational initiatives and Commercial program strategy to the member experience.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow - personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Knowledge and Experience

• Requires a bachelor's degree or equivalent experience
• Requires at least 7 years of prior relevant experience, including 3 years of management experience gained as a team leader, supervisor or project/program manager
• Call Center experience strongly preferred
• Basic knowledge/experience in project/program management preferred
• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution, work organization, risk management and delegation
• Ability to source, structure and incorporate data into the decision-making process and proven ability in change management and program implementation