Manager Customer Operations Federal Programs - Remote Leadership Opportunity with Delta Dental

Transforming Customer Experience in the Dental Insurance Industry

At Delta Dental, we're not just a company - we're a community dedicated to making a difference in the lives of millions. With a rich history spanning over 68 years, we've established ourselves as a leader in providing affordable, quality dental care. Our commitment to care extends beyond our customers to our employees, who are the driving force behind our mission. We're now seeking an exceptional leader to join our team as a Manager Customer Operations Federal Programs, based in a remote role with occasional visits to our Rancho Cordova, California office.

About the Role

As a key member of our Customer Operations leadership team, you'll play a pivotal role in overseeing our Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. This is a fantastic opportunity to leverage your leadership skills, drive strategic goals, and ensure service excellence by meeting or exceeding key performance indicators (KPIs). Your focus will be on managing daily operations, enhancing processes, and fostering a customer-centric culture that puts the customer at the heart of everything we do.

Key Responsibilities

• Coordinate staff activities through supervisors, including goal setting, workload planning, issue resolution, and team development.
• Participate in identifying and adopting production, quality, performance/service, and regulatory compliance changes across various states.
• Ensure system enhancements are implemented to meet new business or regulatory compliance requirements and improve operating efficiency.
• Collaborate with internal training teams to develop written training materials and coordinate training sessions.
• Develop, monitor, and reconcile an annual operating plan, budget, and staffing model.
• Analyze KPIs, systems, and processes to identify trends or issues and make recommendations for better customer and employee experiences.
• Coordinate new project activities through planning with other managers and supervisors to ensure timely and cost-effective objective accomplishment.
• Collaborate cross-functionally with other departments on policies, procedures, claim processing, and inquiry resolutions.
• Act as the key point of contact for responding or presenting to internal and external auditors.
• Stay informed about upcoming technology and industry changes, understanding their impacts on the department to communicate needs to business partners and leaders.

Qualifications and Skills

To excel in this role, you'll need:

• 8+ years of experience in a contact center environment, with 3-5+ years of supervisory or management experience.
• A high school diploma or GED; relevant certifications or higher education will be an added advantage.
• Strong leadership skills, with the ability to inspire and develop your team.
• Excellent organizational, time management, and project management skills, with attention to detail.
• Superb verbal, written, and interpersonal communication skills to convey priorities and information to diverse audiences.
• Analytic and problem-solving abilities to drive process improvements.
• Strong knowledge of English grammar, composition, editing, and proofreading.
• Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems.
• Negotiation and dispute resolution skills to handle complex customer issues.

What We Offer

At Delta Dental, we believe in taking care of our employees as much as we care for our customers. Our comprehensive benefits package includes:

• Competitive base and incentive pay.
• A robust 401(k) plan with matching and non-matching contributions.
• Rich medical and pharmacy benefits.
• 100% employer-paid dental and vision benefits.
• A holistic wellbeing program with deep financial incentives.
• Generous paid time off, plus 12 paid holidays and your birthday off.
• A culture of growth and learning, with opportunities for career development, tuition reimbursement, and a recognition program.
• Family support initiatives, including adoption assistance, fertility treatment, child, elder, and pet care assistance.
• Social responsibility and volunteer opportunities.
• An employee discount program.

Our national base pay range for this role is between $71,400 and $149,500, depending on your knowledge, skills, abilities, related experience, education, certifications, and ability to meet required minimum job qualifications.

Our Culture and Values

At Delta Dental, we're committed to building an inspirational workplace through our values of trust, service, excellence, and innovation. We champion diversity, equity, and inclusion, creating a workplace where everyone can thrive. Our employees enjoy a stable and balanced work environment, opportunities for leadership at all levels, and a culture focused on teamwork and camaraderie.

Why Join Us?

By joining Delta Dental, you'll become part of a team that's transforming the future of healthcare. You'll have the opportunity to make a meaningful impact on the lives of our customers and employees alike. We're an equal opportunity employer, committed to building and maintaining a diverse and inclusive workplace for all.

How to Apply

If you're ready to take on a challenging and rewarding leadership role, we want to hear from you. Apply now to become our next Manager Customer Operations Federal Programs and be part of a team that's behind millions of smiles and counting.

Don't miss out on this exciting opportunity to grow your career with Delta Dental. Apply today and discover the smiling faces behind our mission!