Customer Experience Operations Manager

$88,430 - $108,080/Yr

Careoregon - Salt Lake City, UT

Full-time - Manager

Remote - Salt Lake City, UT

Insurance Carriers and Related Activities

About the position

The Customer Experience Operations Manager at CareOregon is responsible for overseeing and managing customer experience and service operations within the organization. This role focuses on strategic oversight of contact center operations, ensuring compliance with state and federal regulations, and enhancing customer satisfaction for Medicaid and Medicare members. The manager will work closely with other operations managers and leadership to develop solutions that improve customer experience and operational efficiency.

Responsibilities

• Leads daily oversight and management of assigned Customer Experience operations teams.
• Maintains oversight of operational activities that impact customer experience and analyzes available customer data to identify areas for improvement.
• Develops and mentors the Customer Service team to ensure exceptional care and service.
• Acts as key contact and liaison with CareOregon Line of Business leaders and cross-functional leaders.
• Collaborates with internal departments for effective operations planning.
• Ensures compliance with all contractual and regulatory requirements for Contact Center operations.
• Analyzes and communicates new statutes and regulations impacting Customer Service teams.
• Oversees operational activities impacting customer experience, including performance metrics and standards.
• Supports the development and execution of member retention strategies and provider network growth initiatives.

Requirements

• Experience in customer service management or operations management.
• Strong analytical skills to assess customer data and identify improvement areas.
• Excellent communication and interpersonal skills for collaboration with various stakeholders.
• Ability to develop and mentor teams for exceptional service delivery.
• Knowledge of regulatory requirements related to customer service operations.

Nice-to-haves

• Experience in healthcare or managed care environments.
• Familiarity with Medicaid and Medicare programs.
• Proficiency in customer relationship management (CRM) software.

Benefits

• Estimated hiring range of $88,430 - $108,080 per year.
• 5% bonus target.
• Full benefits package.