**Senior Operations Manager**, **Customer Experience Director**, **Contact Center Leader**

1 day ago

San Diego, California, United States MedImpact Full time
Job Description

MedImpact is seeking a highly skilled and experienced Senior Operations Manager to lead our Contact Center Services department. As a key member of our team, you will be responsible for managing assigned work groups to achieve business objectives, including budget, productivity, and transaction quality.

Key Responsibilities:
  • Leadership and Management: Provide leadership and direction to subordinate supervisors, ensuring the overall direction, coordination, and evaluation of the unit.
  • Staff Development: Develop staff to meet the current and future needs of the organization, modeling and cultivating staff behaviors that achieve business success.
  • Customer Service: Deliver exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely, accurate results that meet client specifications.
  • Operational Excellence: Manage the operation of multiple Customer Contact Centers, ensuring adherence to proven best practices and development of staff through the career path process.
  • Interdepartmental Liaison: Serve as a key interdepartmental liaison to assure open communication and collaboration with client teams, client shared services, and enterprise support staff.
Requirements:
  • Education and Experience: BA/BS degree or equivalent combination of education and experience, with a minimum of 5-7 years of operations experience in a PBM or healthcare environment.
  • Supervisory Experience: A minimum of 5 years of supervisory, team lead, or project leadership experience required, with experience leading non-exempt employees preferred.
  • Technical Skills: Excellent knowledge of the MedAccess system or similar Windows-based database program, proficiency with MS Word, Excel, Visio, MS Access, and Outlook.
Competencies:
  • Business Knowledge: Demonstrates clear understanding of the nature of the business, its products and services, goals, market, competitors, and challenges.
  • Interpersonal Effectiveness: Demonstrates good people skills by showing a commitment to teamwork, resolving conflicts effectively, and with respect for others' viewpoints.
  • Results-Oriented Management: Translates vision and objectives into concrete action steps, sets priorities for use of resources, and identifies obstacles to plans and takes steps to resolve them.
  • Change Management: Exemplifies a positive, proactive response to change, fully grasps and articulates the envisioned results of the change process, and involves others in the change process to maximize buy-in and minimize stress.
  • Communication: Expresses self clearly and effectively in face-to-face interactions, presentations, and written documents, and employs active listening skills to ensure productive interactions.
  • Continuous Improvement of Products and Processes: Identifies new possibilities for improvements in products, services, and processes, continually works to improve overall value and customer satisfaction, and uses measurements to track effectiveness and drive improvement efforts.
  • Customer/Client Focus: Shows solid grasp of characteristics and needs of both internal and external customers, interacts directly with customers, takes personal responsibility to ensure that customers' concerns and needs are fully understood and addressed, and follows up to ensure customer satisfaction.
  • Problem Solving: Analyzes problems logically to identify root causes, seeks input from a wide range of sources, asks insightful questions, and formulates effective solutions.
  • Financial Acumen: Demonstrates accurate understanding of financial measurements and documents, how his/her actions affect the company's bottom line, and what must be done to keep profits and cash flow healthy.
  • Political Savvy: Recognizes issues of power and politics that may impact a project or decision and handles them with diplomacy and ease, skillfully deals with roadblocks in order to facilitate progress while maintaining good working relationships.

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