Director, Customer Care Operations
New
J
Judi HealthHealth technology
Remote (U.S. only)Full-TimeDirector
Salary135,200 - 213,500 USD per year
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Job Details
- Languages
- Bilingual in Spanish.
- Experience
- 10+ years of experience in a call center or customer care environment, including 7+ years in a leadership role managing managers or multiple teams.
- Required Skills
- Microsoft ExcelHIPAA
Requirements
- Hold a bachelor’s degree in business, healthcare administration, or a related field, or have an equivalent combination of education and experience.
- Bring 10+ years of experience in a call center or customer care environment.
- Have 7+ years of leadership experience managing managers or multiple teams.
- Demonstrate success improving service levels, quality, efficiency, and member experience through data-driven process improvement.
- Have experience partnering with Quality, Training, Compliance, and Policy functions to translate requirements into operations.
- Have experience developing and coaching leaders and building knowledge management capability.
- Use operational data to develop insights and executive-ready recommendations.
- Be proficient with Microsoft 365 products, including Outlook, Word, Excel, and PowerPoint.
- Have knowledge of management principles and familiarity with Judi Health products, services, and operational workflows.
- Preferred: pharmacy operations or health insurance operations background.
- Preferred: experience with process improvement, quality management, or project management methodologies such as Lean, Six Sigma, or PMP.
- Preferred: workforce management, forecasting, and capacity planning experience; proficiency with Salesforce CRM and Salesforce Knowledge, phone systems, and the Member Portal; and familiarity with HIPAA and healthcare regulatory requirements.
Responsibilities
- Lead Customer Care operations through two Managers and 12 Supervisors, with accountability for approximately 150–200 pharmacy technicians and customer service agents.
- Set targets and own performance against service, quality, efficiency, and member experience goals.
- Use call trends, escalations, quality results, and operational data to identify root causes and drive measurable improvements.
- Partner with Workforce Management and Operations leadership on forecasting, staffing, scheduling, and capacity planning.
- Manage Customer Care Operations budget performance and labor costs against forecast.
- Lead workflow improvements, maintain process documentation and job aids, and direct escalation and issue-resolution efforts.
- Lead knowledge management and identify technology and automation opportunities using Salesforce CRM, Salesforce Knowledge, phone systems, and the Member Portal.
- Partner with Policy, Compliance, Legal, Quality Assurance, and Training leaders to translate requirements and operational priorities into procedures, coaching, and training.
- Maintain audit readiness and drive timely closure of Customer Care corrective actions.
- Lead and develop managers and supervisors, support major launches and operating-model changes, and represent Customer Care with executives, clients, and cross-functional partners.
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