Manager - Global Service Center
About The Position
At Blue Cross Blue Shield Global SolutionsSM (BCBS Global SolutionsSM), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that is simple, efficient and human. Whether our customers live, work, travel or study abroad, we give them the confidence and peace of mind to say yes to new possibilities. We are looking for a customer-first leader who is passionate about helping people navigate healthcare with confidence, especially when they're far from home. This role requires a leader committed to building high-performing teams, improving the way work gets done, and creating experiences that are seamless for customers and meaningful for the people who support them. The ideal candidate leads with a customer-first mindset, creates a culture of accountability, engagement, and continuous improvement, and balances operational excellence with empathy, coaching, and team development. They use data and performance insights to identify trends, solve problems, and improve outcomes, and enjoy partnering across functions to drive innovation, automation, and process enhancements. They thrive in dynamic environments where priorities evolve and customer needs come first.
Requirements
- Bachelor’s degree or equivalent experience
- 3–5+ years of service center or customer experience leadership experience
- Experience managing omnichannel operations
- Strong analytical, operational, and workforce planning skills
- Proven success leading teams and driving performance improvement
Nice To Haves
- Salesforce, Genesys, NICE, or similar platform experience
- Experience supporting global customers, distributed teams or 24/7 service operations
- Digital transformation and AI-assisted service experience
- Vendor/BPO management experience
- Health insurance or healthcare experience
- Blue Cross Blue Shield experience
- Experience supporting global customers, distributed teams, or 24/7 service operations preferred
Responsibilities
- Lead daily operations across voice and digital service channels
- Ensure service levels, response times, quality standards, and seamless customer support coverage
- Monitor contact volumes, queue performance, and workforce operations
- Build a high-performing, customer-focused culture by coaching, developing and empowering supervisors and frontline team members
- Oversee hiring, onboarding, training, and performance management
- Drive engagement, recognition, and professional development
- Analyze customer feedback, VoC insights, and performance data
- Improve resolution times, satisfaction and end-to-end customer journeys
- Support automation, AI-assisted capabilities, and self-service tools
- Manage outsourced partners and vendor performance
- Ensure compliance with SLAs, quality standards, and regulations
- Optimize CRM, telephony, and digital engagement platforms
- Support omnichannel service strategies and identify opportunities for continuous innovation
Benefits
- Competitive base pay + annual bonus
- Competitive medical plans
- Telemedicine services
- Paid parental leave
- Employee assistance and wellness support
- Free international healthcare coverage
- Hybrid work model
- Work-abroad arrangements
- Generous PTO
- Paid holidays, floating holiday, and volunteer day
- Tuition reimbursement
- Career development opportunities
- 401(k) with company match
- Pet insurance, identity theft, and legal coverage
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
