Experienced Customer Operations Manager – Federal Programs Leadership
At careerzynith, we're dedicated to delivering exceptional customer experiences and driving business growth through innovative solutions. As a key member of our Customer Operations leadership team, the Customer Operations Manager plays a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. This position requires a seasoned leader with a passion for customer-centricity, process improvement, and team development.
**About careerzynith**
careerzynith is a leading provider of dental and vision benefits, serving millions of enrollees across the country. For over 68 years, we've been committed to increasing access to affordable, quality care and building equitable programs that offer opportunities for advancement, create meaningful connections, and improve the lives of our employees and their families. Our values of trust, service, excellence, and innovation guide everything we do, from our customer-centric approach to our commitment to teamwork and camaraderie.
**Job Summary**
We're seeking an experienced Customer Operations Manager to lead our Federal Government Programs team. As a key member of our leadership team, you'll be responsible for managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs). You'll also identify opportunities to enhance processes and customer experiences, mentor and develop team members, and foster a customer-centric culture.
**Responsibilities**
* Coordinates staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team.
* Participates as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states.
* Ensures system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency.
* Works collaboratively with internal training teams to develop written training materials and coordinate training.
* Develops, monitors, and reconciles an annual operating plan, budget, and staffing.
* Analyzes KPIs, systems, and processes to identify trends or issues and make recommendations for better customer and employee experience.
* Coordinates new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner.
* Collaborates cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions.
* Acts as the key point of contact for responding or presenting to internal and external auditors.
* Keeps informed of upcoming technology and industry changes and understands the impacts to the department at a high level to communicate needs to business partners and leaders.
**Qualifications**
* 8+ years' experience in a contact center environment with 3-5+ years supervisory/management experience; HS diploma/GED required.
* Strong leadership skills with a proven track record of driving results and developing high-performing teams.
* Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail.
* Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences.
* Analytic and problem-solving abilities with a focus on customer-centric solutions.
* Strong knowledge and application of English grammar, composition, editing, and proofreading skills.
* Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems.
* Negotiation and dispute resolution skills with a focus on customer satisfaction.
**Essential Skills and Competencies**
* Strong leadership and management skills with a focus on customer-centricity and team development.
* Excellent communication and interpersonal skills with a focus on building strong relationships with customers, employees, and business partners.
* Strong analytical and problem-solving skills with a focus on identifying opportunities for process improvement and customer experience enhancement.
* Ability to work collaboratively with cross-functional teams to drive business results and achieve strategic goals.
* Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail.
* Ability to adapt to changing business needs and priorities with a focus on customer satisfaction and employee engagement.
**Career Growth Opportunities and Learning Benefits**
At careerzynith, we're committed to helping our employees grow and develop their careers. As a Customer Operations Manager, you'll have opportunities to:
* Develop and implement process improvements and customer experience enhancements.
* Collaborate with cross-functional teams to drive business results and achieve strategic goals.
* Participate in training and development programs to enhance your leadership and management skills.
* Take on new challenges and responsibilities as the company grows and evolves.
* Contribute to the development of our customer-centric culture and values.
**Work Environment and Company Culture**
careerzynith is a dynamic and fast-paced organization that values teamwork, innovation, and customer-centricity. As a Customer Operations Manager, you'll work in a collaborative and supportive environment with a focus on driving business results and achieving strategic goals. Our company culture is built on the following values:
* Trust: We trust each other to do our best work and make decisions that benefit the company and our customers.
* Service: We're committed to delivering exceptional customer experiences and building strong relationships with our customers and business partners.
* Excellence: We strive for excellence in everything we do, from our products and services to our customer interactions and internal processes.
* Innovation: We're always looking for new and better ways to do things, from process improvements to customer experience enhancements.
**Compensation, Perks, and Benefits**
careerzynith offers a competitive compensation package, including:
* Base pay: $71,400 - $149,500 per year.
* Bonus and incentive pay: Eligible for bonus and incentive pay based on individual and team performance.
* Benefits: Comprehensive medical, dental, and vision benefits, including 100% employer-paid dental and vision benefits.
* Retirement plan: 401(k) plan with robust matching and non-matching contributions.
* Paid time off: Generous paid time off, including 12 paid holidays and your birthday off.
* Culture of growth and learning: Career development, tuition reimbursement, and recognition program.
* Family support: Adoption assistance, fertility treatment, child, elder, and pet care assistance.
* Social responsibility and volunteer opportunities: Opportunities to give back to the community and make a positive impact.
**How to Apply**
If you're a motivated and customer-centric leader with a passion for process improvement and team development, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
**Equal Opportunity Employer**
careerzynith is an equal opportunity employer committed to building and maintaining a diverse and inclusive workplace for all employees. We're proud to be a leader in the industry and strive to create a work environment that values and respects the contributions of all employees, regardless of their background, culture, or identity.
Apply for this job
**About careerzynith**
careerzynith is a leading provider of dental and vision benefits, serving millions of enrollees across the country. For over 68 years, we've been committed to increasing access to affordable, quality care and building equitable programs that offer opportunities for advancement, create meaningful connections, and improve the lives of our employees and their families. Our values of trust, service, excellence, and innovation guide everything we do, from our customer-centric approach to our commitment to teamwork and camaraderie.
**Job Summary**
We're seeking an experienced Customer Operations Manager to lead our Federal Government Programs team. As a key member of our leadership team, you'll be responsible for managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs). You'll also identify opportunities to enhance processes and customer experiences, mentor and develop team members, and foster a customer-centric culture.
**Responsibilities**
* Coordinates staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team.
* Participates as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states.
* Ensures system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency.
* Works collaboratively with internal training teams to develop written training materials and coordinate training.
* Develops, monitors, and reconciles an annual operating plan, budget, and staffing.
* Analyzes KPIs, systems, and processes to identify trends or issues and make recommendations for better customer and employee experience.
* Coordinates new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner.
* Collaborates cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions.
* Acts as the key point of contact for responding or presenting to internal and external auditors.
* Keeps informed of upcoming technology and industry changes and understands the impacts to the department at a high level to communicate needs to business partners and leaders.
**Qualifications**
* 8+ years' experience in a contact center environment with 3-5+ years supervisory/management experience; HS diploma/GED required.
* Strong leadership skills with a proven track record of driving results and developing high-performing teams.
* Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail.
* Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences.
* Analytic and problem-solving abilities with a focus on customer-centric solutions.
* Strong knowledge and application of English grammar, composition, editing, and proofreading skills.
* Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems.
* Negotiation and dispute resolution skills with a focus on customer satisfaction.
**Essential Skills and Competencies**
* Strong leadership and management skills with a focus on customer-centricity and team development.
* Excellent communication and interpersonal skills with a focus on building strong relationships with customers, employees, and business partners.
* Strong analytical and problem-solving skills with a focus on identifying opportunities for process improvement and customer experience enhancement.
* Ability to work collaboratively with cross-functional teams to drive business results and achieve strategic goals.
* Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail.
* Ability to adapt to changing business needs and priorities with a focus on customer satisfaction and employee engagement.
**Career Growth Opportunities and Learning Benefits**
At careerzynith, we're committed to helping our employees grow and develop their careers. As a Customer Operations Manager, you'll have opportunities to:
* Develop and implement process improvements and customer experience enhancements.
* Collaborate with cross-functional teams to drive business results and achieve strategic goals.
* Participate in training and development programs to enhance your leadership and management skills.
* Take on new challenges and responsibilities as the company grows and evolves.
* Contribute to the development of our customer-centric culture and values.
**Work Environment and Company Culture**
careerzynith is a dynamic and fast-paced organization that values teamwork, innovation, and customer-centricity. As a Customer Operations Manager, you'll work in a collaborative and supportive environment with a focus on driving business results and achieving strategic goals. Our company culture is built on the following values:
* Trust: We trust each other to do our best work and make decisions that benefit the company and our customers.
* Service: We're committed to delivering exceptional customer experiences and building strong relationships with our customers and business partners.
* Excellence: We strive for excellence in everything we do, from our products and services to our customer interactions and internal processes.
* Innovation: We're always looking for new and better ways to do things, from process improvements to customer experience enhancements.
**Compensation, Perks, and Benefits**
careerzynith offers a competitive compensation package, including:
* Base pay: $71,400 - $149,500 per year.
* Bonus and incentive pay: Eligible for bonus and incentive pay based on individual and team performance.
* Benefits: Comprehensive medical, dental, and vision benefits, including 100% employer-paid dental and vision benefits.
* Retirement plan: 401(k) plan with robust matching and non-matching contributions.
* Paid time off: Generous paid time off, including 12 paid holidays and your birthday off.
* Culture of growth and learning: Career development, tuition reimbursement, and recognition program.
* Family support: Adoption assistance, fertility treatment, child, elder, and pet care assistance.
* Social responsibility and volunteer opportunities: Opportunities to give back to the community and make a positive impact.
**How to Apply**
If you're a motivated and customer-centric leader with a passion for process improvement and team development, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
**Equal Opportunity Employer**
careerzynith is an equal opportunity employer committed to building and maintaining a diverse and inclusive workplace for all employees. We're proud to be a leader in the industry and strive to create a work environment that values and respects the contributions of all employees, regardless of their background, culture, or identity.
Apply for this job