**Director, Customer Care – Nevada Location (Leadership, MCO's & Operations Experience)**

At arenaflex, we're committed to delivering exceptional service experiences that exceed the expectations of our Members and Providers. As a key senior leader within our call center, the Director, Customer Care will play a pivotal role in shaping the future of our organization and driving business growth. If you're a passionate leader with a proven track record in customer care, leadership, and operations, we invite you to join our team and contribute to our mission of delivering best-in-class service experiences. **About arenaflex** arenaflex is a leading provider of innovative healthcare solutions, dedicated to empowering individuals and families to achieve better health outcomes. With a strong presence in the healthcare industry, we're committed to delivering exceptional service experiences that meet the evolving needs of our Members and Providers. Our team is passionate about making a difference in the lives of those we serve, and we're seeking like-minded individuals to join our mission. **Key Responsibilities** As the Director, Customer Care, you'll be responsible for leading a team of Customer Care Managers and Team Leaders in building a high-performance culture that delivers exceptional service experiences across our products and markets. Your key responsibilities will include: * Designing and implementing Member/Provider Experience service processes that drive continuous improvement and excellence * Leading a team of Customer Care Managers and Team Leaders in goal/expectation setting, defining Reward & Recognition Programs, identifying ongoing Training Needs, and driving focus on Personal Accountability * Regularly engaging with leaders across the organization (Market; Operations; Clinical) to provide insight into opportunities and drive business growth * Monitoring all regulatory requirements and overseeing all submissions in existing and future lines of business * Delivering recommendations related to improvements to Self-Service tools (IVR, Digital Products, etc.) based on Top Contact Types * Continuous review and improvement of business process workflow to drive efficiency and effectiveness * Facilitating and promoting problem identification, analysis, and resolution across the organization to improve Member/Provider experience * Utilizing formal and informal meetings to gather information, provide feedback, and developmental ideas to staff members * Analyzing data and identifying trends monthly to ensure company expectations are met * Identifying information system inefficiencies and formulating recommendations for improvement * Staying up-to-date with new call center technology and service concepts to drive innovation and excellence **Essential Qualifications** To be successful in this role, you'll need: * A Bachelor of Science/Arts in a Business-related field or equivalent years of work experience * A Master's degree is preferred * Minimum of ten (10) years of experience in a call center or similar environment * Minimum of five (5) years of management experience, preferably in call center management * Multi-site leadership/Work from Home experience is preferred * Experience in a call center and health insurance is preferred * Staffing and forecasting experience is preferred * Lean Sigma/Continuous Improvement/Design Thinking experience is preferred * Managed care experience is preferred **Competencies, Knowledge, and Skills** To excel in this role, you'll need: * Advanced knowledge of Microsoft Word, Excel, PowerPoint, and Visio * Strong data analysis and trending skills * Strong project management skills * Knowledge of call center operations and trends * Strategic management skills * Strong negotiation skills * Good technical writing skills * Strong team and staff development skills * Strong collaboration and conflict resolution skill sets * Proven leadership with the ability to build relationships/collaborate and influence at all levels * Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics * Ability to work in a fast-paced environment * Attention to detail * Ability to develop, prioritize, and accomplish goals/time management * Executive management skills * Strong decision-making and problem-solving skills * Exceptional communication skills (both written and verbal) with the ability to present information in a variety of different formats to all levels * Strong interpersonal skills & high level of professionalism * Ability to work independently and within a team environment * Effective active listening and critical thinking skills **Licensure and Certification** None required **Working Conditions** * General office environment; may be required to sit or stand for extended periods of time * Ability to travel as required by the needs of the business **Compensation Range** $110,800.00 - $193,800.00 At arenaflex, we're committed to providing a comprehensive total rewards package that includes: * Competitive salary * Bonus tied to company and individual performance * Comprehensive benefits package * Opportunities for career growth and professional development * Collaborative and inclusive work environment * Recognition and rewards for outstanding performance **Organization Level Competencies** * Create an Inclusive Environment * Cultivate Partnerships * Develop Self and Others * Drive Execution * Influence Others * Pursue Personal Excellence * Understand the Business **How to Apply** If you're a passionate leader with a proven track record in customer care, leadership, and operations, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Note** arenaflex is an Equal Opportunity Employer. We're committed to fostering an inclusive environment that welcomes and supports individuals of all backgrounds. This job description is not all-inclusive, and arenaflex reserves the right to amend this job description at any time. Apply for this job