At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our customers' expectations. As an Operations Director (Customer Service) at arenaflex, you'll play a critical role in leading our operations teams to meet and exceed business delivery, while serving as a strategic leader of multifunctional teams and support roles. If you're passionate about customer service, process improvement, and leadership, we want to hear from you.
**About arenaflex**
arenaflex is a leading organization in the healthcare industry, providing innovative solutions to our customers. We're committed to delivering exceptional customer experiences, and we're looking for talented individuals like you to join our team. As an Operations Director (Customer Service) at arenaflex, you'll have the opportunity to work with a diverse team of professionals who share your passion for customer service and process improvement.
**Responsibilities**
As an Operations Director (Customer Service) at arenaflex, you'll be responsible for:
* Developing and optimizing consistent, repeatable, and measurable processes to quickly adapt to changing business conditions
* Leading projects that are important to the team related to process improvement
* Developing customer support strategies, guidance, processes, metrics, reporting, and technology that transform the consumer experience and support company growth
* Accountable for the performance of multiple teams within a related function, providing leadership and direction through managers
* Using data to add value to the customers' operation and look for opportunities to recommend new products/services as appropriate
* Designing and launching critical programs to improve customer experience and operational efficiency
* Developing an understanding of customer experience in all customer support interactions that occur and build to meet/exceed customer expectations
**Supervisory Responsibility**
This position manages 150+ associates in the Individual Under 65, Medi-Gap, and Small Group market segments, including oversight of external vendor resources.
**Qualifications**
* Bachelor's Degree in Business Administration, Healthcare Administration, or related discipline OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience
* 8 years experience in health insurance, call center, claims, and/or enrollment and billing environment
* 3 years experience in managerial functions in a customer service, claims, and/or enrollment and billing or related field
* Preferred Qualifications:
+ 2-3 years experience working with Facets and/or Salesforce CRMs
+ 2-3 years experience managing external production resources with a vendor partner (BPO)
+ Proven track record executing workforce management best practices to achieve high performance results for contact center metrics - FCR, CSAT, and Service Quality
**Knowledge, Skills, and Abilities (KSAs)**
* Must have extremely strong analytical and problem-solving skills, and the ability to develop and implement policies and programs that will advance corporate and operational goals and objectives
* Excellent planning, problem-solving, presentation, written, and oral communication skills are required
* Excellent interpersonal skills, the ability to effectively manage a staff through leadership and the promotion of teamwork is essential
* Must possess excellent interpersonal skills and highly developed written and oral communication skills to effectively convey complex and detailed concepts to a diverse audience
* Must possess extremely well-developed organizational and prioritization skills
* Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence
**Salary Range**
$129,440 - $240,273
**Salary Range Disclaimer**
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration.
**Benefits**
arenaflex offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).
**Equal Employment Opportunity**
arenaflex is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
**Where to Apply**
Please visit our website to apply: www.arenaflex.com/careers
**Federal Disclosure/Physical Demand**
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
**Physical Demands**
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key, and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
**Sponsorship in US**
Must be eligible to work in the U.S. without Sponsorship