About the position
The Managing Director of the Pharmacy Benefit Management (PBM) Customer Service Operations will be responsible for leading and overseeing the customer service department for pharmacy operations, ensuring the delivery of high-quality service to our clients and members. This role requires a strategic leader with a deep understanding of PBM operations, exceptional leadership skills, and a passion for enhancing the customer experience. The Managing Director will collaborate extensively with key stakeholders, including business owners, call center executives, customer experience leaders, and heads of legal, HR, finance, workforce management, various global service provider partners, and technology. Provides leadership and direction through high-level professional staff, and customer service operations directors. This role will manage 5 direct reports with approximately 4500 indirect reports, which includes oversight of resources across 5 Global Service Partners (GSPs) both domestically and in the Philippines. Additionally, this role has oversight of a $250M budget, supporting 2800 clients and more than 22M customer interactions annually.
Responsibilities
- Develop and implement strategic plans to enhance customer service operations and improve overall customer satisfaction.
- Lead, mentor, and develop a high-performing customer service team, fostering a culture of excellence and continuous improvement.
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of customer service operations.
- Collaborate with cross-functional teams, including sales, account management, and clinical operations, to ensure seamless service delivery and address client needs.
- Drive process improvements and leverage technology to optimize customer service workflows and enhance the member experience.
- Ensure compliance with regulatory requirements and company policies, maintaining the highest standards of service and integrity.
- Manage the customer service budget, ensuring cost-effective operations while delivering exceptional service.
- Stay abreast of industry trends and best practices, incorporating them into the customer service strategy.
Requirements
- Bachelor's degree in business administration, healthcare management, or a related field; Master's degree preferred.
- Minimum of 10 years of experience in customer service operations, with at least 5 years in a leadership role.
- Proven track record of successfully leading and managing large customer service teams.
- Excellent leadership, communication, and interpersonal skills.
- Ability to think strategically and drive change in a dynamic environment.
- Proficiency in customer service software and technology solutions.
- Strong problem-solving and decision-making abilities.
- Desired strong understanding of PBM operations, pharmacy benefits, and healthcare regulations.
