Director of Customer Service

BCBSM•River Park, FL

3d•Hybrid

About The Position

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing. If you are ready to make a difference, join us. The Director of Customer Service is responsible for elevating customer service operations to world-class standards—driving excellence, strategic impact, and stakeholder value. You'll lead with a sharp focus on performance, managing offshore vendor partnerships with precision and accountability. With a passion for developing high-performing teams, you'll champion talent growth while shaping service strategies that fuel innovation. As a key voice for Customer Service, you'll influence enterprise initiatives and collaborate closely with P&L leaders to deliver exceptional results.

Requirements

Accepting this position at BCBSMN requires signing an Employee Confidentiality, Intellectual Property Assignment and Restrictive Covenants Agreement as a condition of employment.
7+ years of related professional experience, with 3+ years of management experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
Call Center experience required including familiarity with CRM and call center software
Track record of exceeding customer expectations with a focus on World Class operations and strong commitment to service excellence
Demonstrated ability to lead and coordinate offshore service teams with a proven record of enhancing service delivery and reduce costs with a focus on quality assurance, SLA adherence, and operational efficiency.
Strong analytical and problem-solving abilities with ability to work in a fast-paced environment
Adept at translating complex data into actional strategies that enhance operational efficiency and customer satisfaction
Proven track record of meeting and exceeding performance targets
Demonstrated ability to develop and execute strategic plans and implement process improvements
Skilled in end-to-end project leadership, from planning to execution to stakeholder alignment and delivery
Well-developed communication and presentation skills with the ability to build strategic relationships and influence others.
Demonstrated expertise in coaching and developing employees to enhance performance, engagement, and career growth
High school diploma (or equivalency) and legal authorization to work in the U.S.

Nice To Haves

Bachelor's degree or MBA/Master's degree.
Previous work experience in service industry, healthcare, or insurance.
Previous experience managing vendors with responsibility for contract oversight, performance tracking, issue resolution, and alignment of service-level expectations.

Responsibilities

Leads the execution of service operations strategies to deliver exceptional, cost-effective customer experiences.
Develops and drives performance metrics that ensure alignment with corporate goals, regulatory standards, and service-level commitments.
Optimizes resource allocation and workforce planning to maintain optimal staffing levels across service areas, collaborating with key stakeholders to support enterprise-wide objectives.
Partners with account management teams to strengthen customer relationships and deliver tailored service solutions that drive satisfaction and retention.
Champions cross-functional initiatives to identify and implement technology and process innovations that enhance operational efficiency and accuracy
Serves as the voice of the customer on enterprise initiatives, ensuring service capabilities align with member needs and business objectives.
Inspires and develops high-performing teams, fostering a culture of accountability, continuous improvement, and achievement of performance goals across the service center.
Leads talent development and succession planning, implementing programs that build bench strength and prepare future leaders.
Oversees departmental operations, including recruitment, onboarding, and compliance with EEO and Affirmative Action standards.
Drives employee performance and engagement through coaching, career development, policy leadership, and effective cost and behavior management.