Job Description
- *About Us** At Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care – but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building equitable programs that offer opportunities for advancement, create meaningful connections, and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all. **Job Summary** We're seeking an experienced and results-driven Manager – Customer Operations Federal Programs to lead our Call Center, Correspondence, Grievance, and Appeals teams. As a key member of our Customer Operations leadership team, you'll play a critical role in overseeing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs). If you're passionate about delivering exceptional customer experiences, driving operational excellence, and fostering a customer-centric culture, we want to hear from you! **Responsibilities** As a Manager – Customer Operations Federal Programs, you'll be responsible for: - Coordinating staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team. - Participating as a member of the contact center team to identify and adopt production, quality, performance/service, and regulatory compliance changes in various states. - Ensuring system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency. - Working collaboratively with internal training teams to develop written training materials and coordinate training. - Developing, monitoring, and reconciling an annual operating plan, budget, and staffing. - Analyzing KPIs, systems, and processes to identify trends or issues and make recommendations for better customer and employee experience. - Coordinating new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner. - Collaborating cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions. - Acting as the key point of contact for responding or presenting to internal and external auditors. - Keeping informed of upcoming technology and industry changes and understanding the impacts to the department at a high level to communicate needs to business partners and leaders. **Qualifications** To be successful in this role, you'll need: - 8+ years' experience in a contact center environment with 3-5+ years supervisory/management experience. - Strong leadership skills. - Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail. - Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences. - Analytic and problem-solving abilities. - Strong knowledge and application of English grammar, composition, editing, and proofreading skills. - Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems. - Negotiation and dispute resolution skills. **Skills and Competencies** To excel in this role, you'll need to possess: - Strong leadership and management skills. - Excellent communication, interpersonal, and problem-solving skills. - Ability to analyze data and make informed decisions. - Strong initiative and organizational skills. - Ability to work collaboratively with cross-functional teams. - Strong knowledge of contact center operations and technology. - Ability to adapt to changing priorities and deadlines. **Career Growth Opportunities and Learning Benefits** At Delta Dental, we're committed to helping our employees grow and develop their careers. As a Manager – Customer Operations Federal Programs, you'll have access to: - Career development opportunities, including training and professional certifications. - Tuition reimbursement program to support your education and career goals. - Recognition program to acknowledge your achievements and contributions. - Opportunities to participate in cross-functional projects and initiatives. - Access to our employee network and mentorship program. **Work Environment and Company Culture** As a remote-based role, you'll have the flexibility to work from home and collaborate with our team members across the country. Our company culture is built on trust, service, excellence, and innovation. We're committed to creating a workplace that's inclusive, diverse, and supportive of our employees' well-being. **Compensation, Perks, and Benefits** As a Manager – Customer Operations Federal Programs, you'll receive: - A competitive salary and bonus structure. - Comprehensive benefits package, including medical, dental, and vision coverage. - 401(k) plan with robust matching and non-matching contributions. - Paid time off, including vacation, sick leave, and holidays. - Employee discount program. - Opportunities for professional development and career growth. **How to Apply** If you're passionate about delivering exceptional customer experiences and driving operational excellence, we want to hear from you! To apply, please click the link below and submit your application. **Equal Opportunity Employer** Delta Dental is an equal opportunity employer. We're committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status, or any other status protected under federal, state, or local law. Apply for this job