Senior Manager of Florida Blue Center Operations
2 weeks ago
Position Summary
This role requires an onsite presence to oversee all operations within the Florida Blue Center, ensuring that customer interactions are enriching, informative, and supportive, ultimately leading to elevated customer satisfaction levels.
Key Responsibilities
- Ensure all visitors, whether in-person, on the phone, or online, receive a warm welcome, with their needs promptly assessed and directed to the appropriate resources.
- Marketing and Community Engagement
- Design and implement strategic marketing initiatives to boost foot traffic, enhance membership, and foster positive brand recognition within budgetary constraints.
- Collaborate with corporate marketing teams to align local strategies with broader marketing efforts.
- Oversee the local marketing budget, aiming for optimal ROI and making adjustments as necessary.
- Evaluate and report on the effectiveness of local marketing campaigns in comparison to other centers and corporate benchmarks.
- Work closely with local leadership to strengthen brand presence, cultivate customer loyalty, and support regional business goals.
- Engage in community events and partnerships.
- Promote the brand to local business and community leaders.
- Operational Management
- Direct the Retail Center's operations to achieve or surpass sales, service, wellness support, customer satisfaction, and loyalty targets.
- Supervise both exempt and non-exempt staff to ensure that sales and service objectives are met.
- Monitor, analyze, and report on Retail Center performance, collaborating with corporate teams to implement necessary improvements.
- Coordinate with key departments to enhance local marketing and service referral processes.
- Address public inquiries and requests.
- Participate in performance discussions with leadership.
- Ensure the security and integrity of personnel, data, and financial transactions.
- Generate reports on retail center performance metrics.
- Manage inventory and resources for optimal operational efficiency.
- Develop incentive programs to boost performance.
- Schedule staff to meet customer demands effectively.
- Ensure compliance with corporate policies and maintain the retail center's standards.
- Handle escalations from both members and non-members.
- Oversee the execution of health fairs and other center-related events.
- Team Development
- Foster a work environment that promotes creativity, customer dedication, teamwork, and personal growth among a team of 13-23 employees.
- Manage a diverse team including sales, service, and operational roles.
- Inspire and mentor staff to meet business objectives and enhance individual and team performance.
- Facilitate professional development to ensure staff are equipped for current and future roles.
- Ensure all team members receive necessary training and communication to perform their roles effectively.
- Encourage a culture of creativity and collaboration.
- Provide constructive feedback and support for staff development.
• Required Experience: 6+ years in relevant fields such as sales, management, insurance, or healthcare, including a minimum of 3 years in a leadership role managing cross-functional teams.
• Required Education: Bachelor's degree in a related field or equivalent experience.
• Required Licenses: State of Florida 2-40 license within 60 days.
• Proven leadership and strategic planning capabilities, with a focus on team development and high performance.
• Strong problem-solving and decision-making skills.
• Customer-focused mindset.
• Familiarity with change management principles.
• Experience in retail or direct-to-consumer marketing.
• Flexibility to work varied hours, including evenings and weekends.
• Occasional travel may be required.
• Proficient in MS Office Suite and web-based tools.
• Preferred: Master's degree and experience in the healthcare sector.
• Bilingual candidates are encouraged to apply.
What We Offer:
We provide a supportive work culture that emphasizes individual and team well-being. Our comprehensive benefits package includes:
- Health, dental, and vision insurance;
- Life insurance and disability coverage;
- Leave programs for personal circumstances;
- Retirement savings plan with employer contributions;
- Paid time off and additional wellness days;
- Voluntary benefits;
- A robust wellness program.
About Us
We are dedicated to fostering a diverse and inclusive workplace, recognizing the value of unique perspectives in serving our communities. Our organization has a long-standing commitment to improving health outcomes for our members and the communities we serve.
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