Director of Consumer Support, PHIEA
About The Position
Pennie®, Pennsylvania’s state-based health insurance marketplace, is seeking an experienced and innovative leader to direct Pennie’s consumer-facing service delivery operation. This role provides strategic direction; oversees daily operations; and ensures exceptional, accurate, and equitable service to all Pennsylvanians seeking Affordable Care Act marketplace assistance. As Director of Consumer Support, you will provide strategic leadership and operational oversight for Pennie’s consumer-facing contact center, directing all aspects of service delivery and workforce management. You will supervise contact center managers; establish performance expectations; collaborate closely with Operations and IT leadership; and take responsibility for service levels, consumer satisfaction, and overall contact center performance outcomes.
Requirements
- At least seven years (7) of progressive experience in consumer support or customer service, which includes at least five (5) years in a managerial capacity
- A bachelor's degree in any field (or an equivalent combination of education and experience in lieu of a bachelor's degree)
- Experience in virtual consumer support or customer service environments
- Currently reside in or be willing to relocate to Pennsylvania for the duration of your employment
Nice To Haves
- Experience with Affordable Care Act (ACA) federal- or state-based exchanges and/or Medicaid programs
- Experience with Sisense business intelligence software and Genesys customer experience and call center technology
Responsibilities
- Oversee staffing levels and ensure resources meet operational needs
- Manage licensing needs and maintain appropriate access for team tools
- Develop and update the annual open enrollment readiness plan for the agency
- Identify and address problems that affect consumer access and compliance
- Lead long term strategies such as capacity planning, surge readiness, attrition mitigation, and succession planning
- Communicate effectively verbally and in writing
- Analyze and interpret Pennie-related laws, rules, regulations, and policies
- Use standard office equipment and computer software
- Establish and maintain effective working relationships
- Manage multiple complex priority projects and respond to changes quickly and effectively
- Utilize assessment scores to identify training deficiencies and set learning goals and objectives
- Identify and implement continuous program improvements
- Conduct effective meetings and produce specialized reports as required
- Collaborate with other program area staff and leadership to improve knowledge gaps
- Travel to headquarters office occasionally as required to attend meetings, trainings, seminars, and conferences
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What This Job Offers
Job Type
Full-time
Career Level
Manager
