Director of Service Operations

Key Responsibilities

• Lead and Develop the Shared Services Department: Oversee and manage the Shared Services team, comprised of 4-7 Senior Performance Managers (Senior PMs) and 30-55 Performance Managers (PMs), driving operational excellence and prioritizing leadership development.
• Seasonal Staffing & Ramp-Up for AEP: Manage the ramp-up of seasonal unlicensed roles, including Pre-Enrollment Specialists (PES) and Application Customer Service Representatives (ACSR), for the Annual Enrollment Period (AEP). Collaborate with recruiting, training, and knowledge management to effectively onboard and prepare staff to meet peak demand during AEP. Develop and implement comprehensive plans to ensure smooth transitions into the peak season.
• Off-Season Function Support: Coordinate leadership support for off-season functions, including recruitment, training, certifications, and more. Craft and execute a strategic roadmap to align priorities, project timelines, team selections, and performance evaluation with business needs.
• Enhance Service Delivery: Develop and implement strategies to improve the service center’s performance, focusing on colleague engagement, client satisfaction, and efficiency during high-volume periods such as AEP and throughout seasonal off-peak times.
• Continuous Improvement & Innovation: Proactively identify and implement process and technology improvements, collaborating with cross-functional teams to implement new tools, systems, and methodologies that streamline pre-enrollment and application workflows, enhance the customer experience, and drive operational efficiency.
• Strategic Process Improvement: Lead strategic initiatives aimed at reducing the business’s dependency on seasonal staffing. Leverage technology, automation, and other process improvements to enhance operational efficiency and long-term sustainability.
• Data-Driven Decision Making: Analyze operational data and feedback to inform continuous improvements, track key performance indicators (KPIs), and present insights to senior leadership. Develop and present reports on service performance, client satisfaction, and cost-savings initiatives.
• Problem Resolution: Act as the escalation point for complex client issues, ensuring quick and effective resolution to maintain high satisfaction levels.
• Fostering Ownership and Accountability: Cultivate a culture of individual ownership and accountability across the team. Drive consistent communication, process documentation, and effective performance management to ensure staff stay aligned with changing priorities and expectations.
• Performance Management: Set clear performance standards and consistently monitor adherence to those standards across the team. Recognize and reward colleagues who exceed expectations, while addressing underperformance through targeted coaching and accountability.

Qualification & Requirements

Education & Experience

• Bachelor’s degree in Business, Healthcare Administration, or a related field, or equivalent work experience in a leadership or management role within enrollment, customer service, or related fields.
• Minimum of 7 years of experience in an enrollment or customer service management role, with at least 3 years in a leadership capacity.
• Experience in a fast-paced, high-volume environment (e.g., healthcare, insurance, or similar industry) preferred.

Leadership Skills

• Proven ability to lead, motivate, and develop high-performing teams.
• Strong experience managing cross-functional teams and working in a collaborative environment.

Operational Expertise

• In-depth understanding of service center management and seasonal business cycles.
• Strong analytical skills with a focus on process optimization and cost reduction.

Change Management Skills

• Experience in leading change initiatives and managing transitions effectively, ensuring smooth implementation of new processes, systems, and organizational changes.
• Ability to guide teams through periods of change, addressing resistance and fostering a culture of adaptability and continuous improvement.

Communication Skills

• Exceptional written and verbal communication skills, with the ability to present complex data and ideas clearly to stakeholders at all levels.

Problem-Solving & Decision-Making

• Ability to make quick decisions and effectively solve complex problems while maintaining a customer-first mindset.

Technology Proficiency

• Proficient in using customer service software, CRM systems, and data analytics tools to monitor and improve performance.

Adaptability

• Ability to thrive in a changing environment and manage multiple priorities while maintaining a focus on quality and efficiency.

Benefits

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). Certain senior level roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.