Manager, Service Operations
About The Position
Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service strategies, managing a team of customer service representatives, monitoring service quality, and performance metrics, resolving escalated customer issues, implementing customer service training programs, and collaborating with other departments to enhance the overall customer service experience. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive and service-oriented culture within the organization.
Requirements
- 5 to 7 years leadership experience
- 3 to 5 years of experience stakeholder management
- 3 to 5 years remote workforce management
- Intermediate understanding of business analytics
- Prior Salesforce experience
- Must be able to travel up to 10% of time for team meetings.
Nice To Haves
- Medical terminology
- Prior provider/clinical engagement experience
- 3+ years leadership in a remote/call center environment
Responsibilities
- Ensures the effective and efficient delivery of services to meet customer expectations and contractual obligations.
- Monitors and assesses the performance of service teams and individuals to ensure adherence to service level agreements and quality standards.
- Identifies bottlenecks, implements process improvements to streamline operational processes, and ensures that best practices are followed across the organization.
- Administers the timely and effective resolution of service incidents and problems, minimizing their impact on customers.
- Analyzes operational data to identify trends, patterns, and opportunities for improvement while preparing regular reports on service performance.
- Controls the allocation of resources, including staff, equipment, and supplies, to ensure the smooth functioning of healthcare service operations.
- Promotes a positive customer and patient experience by addressing customer feedback, resolving complaints, and implementing measures to enhance satisfaction and loyalty.
- Manages budgets related to service operations, ensuring that expenditures are within approved limits and identifying areas for cost optimization.
- Ensures a culture of continuous improvement, encouraging innovation, and implementing best practices to enhance service delivery over time.
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
