Director, Customer Care Operations
New
J
JobgetherHealthcare technology
A fully remote opportunity for candidates based in the United States.Full-TimeDirector
Salary135,200 - 213,500 USD per year
Apply NowOpens the employer's application page
Job Details
- Languages
- Spanish language proficiency (preferred).
- Experience
- At least 10 years of experience in call center or customer care operations, including seven or more years in leadership roles managing managers, multiple teams, or large operational organizations.
- Required Skills
- Process improvement
Requirements
- Hold a bachelor's degree in business, healthcare administration, or a related field, or have an equivalent combination of education and professional experience.
- Have at least 10 years of experience in call center or customer care operations.
- Have seven or more years in leadership roles managing managers, multiple teams, or large operational organizations.
- Demonstrate success improving service levels, quality, productivity, operational efficiency, and customer or member satisfaction through data-driven decisions and process improvement.
- Have experience partnering with Quality Assurance, Training, Compliance, and Policy teams to translate business, regulatory, and service requirements into operational practices.
- Bring a track record of developing managers and supervisors, improving team performance, and strengthening leadership capabilities and knowledge management.
- Be able to interpret operational data, identify trends, evaluate performance, and make actionable recommendations to senior leadership.
- Understand forecasting, staffing, scheduling, and capacity planning.
- Have experience identifying inefficiencies, redesigning workflows, managing operational change, and implementing scalable solutions.
- Be proficient with Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint, and familiar with customer care systems and operational technology.
- Preferred: experience in pharmacy operations, pharmacy benefits management, or health insurance operations; familiarity with Lean, Six Sigma, or PMP-based practices; and hands-on workforce management systems, forecasting, or capacity planning experience.
- Preferred: proficiency with Salesforce CRM, Salesforce Knowledge, contact center phone systems, and member-facing portals; knowledge of HIPAA and other relevant healthcare regulations; and Spanish language proficiency.
Responsibilities
- Oversee day-to-day customer care operations through two Customer Care Managers and 12 Supervisors, with accountability for approximately 150–200 pharmacy technicians and customer service agents.
- Establish service-level, quality, efficiency, and member-experience targets, monitor results, and hold leaders accountable.
- Analyze call trends, escalations, quality results, and operational metrics to identify root causes and implement improvements.
- Partner with Workforce Management and Operations leadership to forecast demand, optimize staffing and scheduling, plan capacity, and manage labor costs.
- Prepare and present operational dashboards, performance insights, and business cases for staffing, investment, resource allocation, and operating-model decisions.
- Lead workflow improvements to reduce friction and rework, improve first-contact resolution, and increase productivity.
- Oversee process documentation, job aids, workflow guidance, and knowledge management resources.
- Coordinate complex service issue investigations, align stakeholders, and ensure sustainable corrective actions.
- Identify opportunities to improve service delivery using Salesforce CRM, Salesforce Knowledge, phone systems, the Member Portal, and other technologies.
- Partner with Policy, Compliance, Legal, Quality Assurance, and Training teams on regulatory procedures, quality standards, training, and audit readiness.
View Full Description & ApplyYou'll be redirected to the employer's site
