Operations Manager
United StatesFull-TimeManager
Salary97,968 - 132,250 USD per year
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Job Details
- Experience
- 5 + years
- Required Skills
- Artificial IntelligenceSalesforceSharePointJiraMicrosoft Office
Requirements
- Bachelor’s degree.
- 5+ years of relevant full-time work experience managing a call center and operation inboxes.
- Experience implementing AI solutions into call center functions.
- Working knowledge of the Affordable Care Act and/or related issues.
- Experience working with the Centers for Medicare and Medicaid Services.
- Experience leading, managing, and mentoring teams, including performance management.
- Experience working in a Salesforce software application development environment.
- Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
- Experience using JIRA, SharePoint, Teams, and Confluence.
- Experience tracking deliverables, metrics, and presenting results to customers and senior leadership.
- Must be able to obtain T4 Public Trust clearance.
- Must have resided in the U.S. three out of the last five years.
Responsibilities
- Manage project budgets, hours, and tasks for operations team members.
- Implement AI solutions into inquiry response and call center operations to streamline efficiency.
- Run a call center operations toll-free number.
- Provide guidance, leadership, and mentoring to a remote team of healthcare administrators and training professionals.
- Collaborate with client leadership daily on open issues, cases, and overall mailbox trends.
- Ensure the team delivers empathetic, accurate, and policy-aligned support across phone and email channels.
- Analyze training needs and create internal and external documentation including desk guides, SOPs, and KBAs.
- Complete User Acceptance Testing (UAT) and coordinate signoff from business owners.
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