**Experienced Customer Operations Manager – Federal Programs Call Center Leadership**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving strategic goals and fostering a customer-centric culture? If so, we invite you to join blithequark's Customer Operations leadership team as a Customer Operations Manager for Federal Programs. At blithequark, we're dedicated to safeguarding the health and financial stability of our employees and their loved ones. Our commitment extends beyond the workplace to foster personal growth and holistic wellbeing. As a key member of our leadership team, you'll play a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. Your expertise will be instrumental in driving daily operations, meeting or exceeding key performance indicators (KPIs), and identifying opportunities to enhance processes and customer experiences. **About blithequark** blithequark is a leading provider of comprehensive, high-quality oral health care benefits to millions of enrollees. With a strong network of dental providers and a commitment to innovation, we're transforming the future of health care. Our company culture is built on trust, service, excellence, and innovation, and we're dedicated to creating a workplace that's both stable and balanced. **Responsibilities** As a Customer Operations Manager, you'll be responsible for: * Coordinating staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team. * Participating as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states. * Ensuring system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency. * Working collaboratively with internal training teams to develop written training materials and coordinate training. * Developing, monitoring, and reconciling an annual operating plan, budget, and staffing. * Analyzing KPI's, systems, and processes to identify trends or issues and make recommendations for better customer and employee experience. * Coordinating new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner. * Collaborating cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions. * Acting as the key point of contact for responding or presenting to internal and external auditors. * Keeping informed of upcoming technology and industry changes and understanding the impacts to the department at a high level to communicate needs to business partners and leaders. **Qualifications** To be successful in this role, you'll need: * 8+ years' experience in a contact center environment with 3-5+ years supervisory/management experience. * Strong leadership skills. * 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. * 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. **Work Environment and Culture** As a member of our leadership team, you'll enjoy a dynamic and collaborative work environment that's focused on teamwork and camaraderie. Our office is located in Rancho Cordova, California, and we require onsite presence 1-2 times per week to support collaboration and team engagement. We offer a comprehensive benefits package, including competitive base and incentive pay, 401(k) with robust matching and non-matching contributions, rich medical and pharmacy benefits, and a holistic wellbeing program with deep financial incentives. **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to creating a culture of growth and learning. We offer career development opportunities, tuition reimbursement, and a recognition program to help you advance your career. Our company is dedicated to building and maintaining a diverse and inclusive workplace for all employees, and we're committed to creating a workplace that's both stable and balanced. **Compensation and Perks** We offer a competitive base pay range of $71,400 - $149,500, depending on your experience and qualifications. In addition to your base pay, you'll also receive a comprehensive benefits package, including: * Competitive base and incentive pay * 401(k) with robust matching and non-matching contributions * Rich medical and pharmacy benefits * 100% employer-paid dental and vision benefits * Holistic wellbeing program with deep financial incentives * Generous paid time off plus 12 paid holidays and your birthday off * Culture of growth and learning: career development; tuition reimbursement; recognition program * Family support: adoption assistance, fertility treatment, child, elder, and pet care assistance * Social responsibility and volunteer opportunities * Employee discount program **How to Apply** If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. **Equal Opportunity Employer** blithequark is an equal opportunity employer, and we're committed to building and maintaining a diverse and inclusive workplace for all employees. We're dedicated to creating a workplace that's both stable and balanced, and we're committed to creating opportunities for advancement, creating meaningful connections, and improving the lives of our employees and their families. **About the Team** At blithequark, we're dedicated to safeguarding the health and financial stability of our employees and their loved ones. Our commitment extends beyond the workplace to foster personal growth and holistic wellbeing. We're a company that's built on trust, service, excellence, and innovation, and we're dedicated to creating a workplace that's both stable and balanced. **Join Our Team** If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we invite you to join our team. Apply today and become a part of a company that's transforming the future of health care.

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 KPI's, 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 understanding 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.
• Strong leadership skills.
• 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.
• 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.

Work Environment and Culture

As a member of our leadership team, you'll enjoy a dynamic and collaborative work environment that's focused on teamwork and camaraderie. Our office is located in Rancho Cordova, California, and we require onsite presence 1-2 times per week to support collaboration and team engagement.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to creating a culture of growth and learning. We offer career development opportunities, tuition reimbursement, and a recognition program to help you advance your career.

Compensation and Perks

We offer a competitive base pay range of $71,400 - $149,500, depending on your experience and qualifications. In addition to your base pay, you'll also receive a comprehensive benefits package, including:

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical and pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder, and pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

How to Apply

If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Opportunity Employer

blithequark is an equal opportunity employer, and we're committed to building and maintaining a diverse and inclusive workplace for all employees. We're dedicated to creating a workplace that's both stable and balanced, and we're committed to creating opportunities for advancement, creating meaningful connections, and improving the lives of our employees and their families.

About the Team

At blithequark, we're dedicated to safeguarding the health and financial stability of our employees and their loved ones. Our commitment extends beyond the workplace to foster personal growth and holistic wellbeing. We're a company that's built on trust, service, excellence, and innovation, and we're dedicated to creating a workplace that's both stable and balanced.

Join Our Team

If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we invite you to join our team. Apply today and become a part of a company that's transforming the future of health care.

Apply for this job