The Role

Find out if this opportunity is a good fit by reading all of the information that follows below. We are excited to announce a unique opportunity for a Director to join our senior leadership team within Service Center Operations. This leadership role is key to driving continuous improvement by optimizing colleague and client satisfaction while achieving significant cost savings. As the Director, you will shape the department's strategy to align with organizational goals and ensure exceptional service throughout the year. The Services Team includes Customer Service Representatives (CSR), Application Customer Service Representatives (ACSR), Dual (CSR / ACSR), and Service Operations Administrative Resource (SOAR) agents. These agents support members with pre- and post-enrollment assistance, including Spending Accounts and general customer support. The Director will oversee year-round activities, set high performance standards, and foster a culture of engagement and continuous improvement, especially as resources expand for the fall season and wind down in the first quarter. This highly collaborative role involves partnering across functions such as Strategic Operations, Enrollment, Flex, Service, Training, Client Team, and Product Teams to meet business and member needs. This position is remote — anywhere in the US. Note: Employment-based non-immigrant visa sponsorship or assistance is not provided for this role. Responsibilities Lead and Develop the Services Department: Manage the team of 3-6 Senior Performance Managers and 25-35 Performance Managers, focusing on operational excellence and leadership development. Seasonal Staffing & Ramp-Up for AEP: Coordinate onboarding and training for seasonal roles during the Annual Enrollment Period, collaborating with recruiting and knowledge management to meet peak demand. Off-Season Support: Support recruitment, training, certifications, and strategic planning for off-peak periods to ensure readiness and alignment with business needs. Enhance Service Delivery: Implement strategies to improve performance, engagement, and satisfaction during peak and off-peak periods. Continuous Improvement & Innovation: Identify and execute process and technology enhancements to streamline workflows and improve customer experience. Strategic Process Improvement: Lead initiatives to reduce reliance on seasonal staffing through automation and process improvements. Data-Driven Decisions: Use operational data and KPIs to inform improvements, track performance, and report to leadership. Problem Resolution: Act as escalation point for complex client issues, ensuring effective resolution. Ownership and Accountability: Foster a culture of responsibility, clear communication, and performance management.

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