**Experienced Customer Operations Manager – Federal Programs Call Center Leadership**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving strategic goals and fostering a customer-centric culture? If so, we invite you to join blithequark's Customer Operations leadership team as a Customer Operations Manager – Federal Programs Call Center Leadership. This is a unique opportunity to leverage your expertise and skills to make a meaningful impact on the lives of our customers and employees. **About blithequark** At blithequark, we're dedicated to safeguarding the health and financial stability of our employees and their loved ones. Our commitment extends beyond the workplace to foster personal growth and holistic wellbeing. As a leading provider of comprehensive, high-quality oral health care benefits, we've built the strongest network of dental providers in the country. With a national presence and a team of passionate professionals, we're transforming the future of health care. **Job Summary** As a key member of our Customer Operations leadership team, you'll play a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. Your primary responsibilities will include managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs). You'll also identify opportunities to enhance processes and customer experiences, mentor and develop team members, and foster a customer-centric culture. **Responsibilities** - Coordinate staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team. - Participate as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states. - Ensure system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency. - Work collaboratively with internal training teams to develop written training materials and coordinate training. - Develop, monitor, and reconcile an annual operating plan, budget, and staffing. - Analyze KPI's, systems, and processes to identify trends or issues and make recommendations for better customer and employee experience. - Coordinate new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner. - Collaborate cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions. - Act as the key point of contact for responding or presenting to internal and external auditors. - Keep informed of upcoming technology and industry changes and understand the impacts to the department at a high level to communicate needs to business partners and leaders. **Qualifications** - 8+ years' experience in a contact center environment with 3-5+ years supervisory/management; HS diploma/GED required. - 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** - Strong leadership and management skills with the ability to motivate and develop team members. - Excellent communication and interpersonal skills with the ability to build strong relationships with internal and external stakeholders. - Strong analytical and problem-solving skills with the ability to identify trends and make recommendations for improvement. - Ability to work collaboratively with cross-functional teams to drive strategic goals and objectives. - Strong initiative and demonstrated organizational, time management, and project management skills. - Ability to maintain attention to detail and ensure accuracy in all aspects of the job. **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to helping our employees grow and develop their careers. As a Customer Operations Manager – Federal Programs Call Center Leadership, you'll have access to a range of learning and development opportunities, including: - Career development and mentorship programs. - Tuition reimbursement and education assistance. - Recognition and reward programs. - Opportunities for advancement and career growth. - A culture of innovation and continuous learning. **Work Environment and Company Culture** Our Rancho Cordova, California office is a dynamic and collaborative environment that fosters creativity, innovation, and teamwork. As a Customer Operations Manager – Federal Programs Call Center Leadership, you'll have the opportunity to work with a talented and passionate team of professionals who are dedicated to delivering exceptional customer experiences. **Compensation, Perks, and Benefits** We offer a competitive compensation package, including: - Base pay range: $71,400 - $149,500. - Comprehensive benefits package, including medical, dental, and vision coverage. - 401(k) with robust matching and non-matching contributions. - Generous paid time off and 12 paid holidays. - Culture of growth and learning: career development; tuition reimbursement; recognition program. - Family support: adoption assistance, fertility treatment, child, elder & pet care assistance. - Social responsibility and volunteer opportunities. - Employee discount program. **How to Apply** If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Opportunity Employer** blithequark 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. **Note** Unfortunately, our blithequark Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time. Proof of eligibility to work in the United States must be provided if selected for hire. Apply for this job