Customer Operations Manager

The Customer Operations Manager (Insurance) is responsible for driving operational excellence across 2 divisions, leading a cohesive, positive team member work experience. This role leverages analytics and uses technology and process to continuously optimize workflows. The ideal candidate is a strategic and inspiring leader who will elevate the overall client and employee experience. Responsibilities include: Leadership & Development Invest in and develop service team leaders & functional leaders embracing leadership foundational teachings Foster a culture of a highly engaged workforce Regularly communicate the vision and service team connection to our future Operational Leadership As a member of the executive leadership team, implement strategic initiatives in accordance with company priorities Provide leadership and alignment across operational support functions including data analytics, quality control auditing, training, and workflow optimization resources Representing the brand, manage service operations vendors Establish and monitor KPIs to drive accuracy, client delight and service standards of excellence Analytics & Reporting Oversee operational reporting, analytics, and performance insights to support data-driven decision-making Utilize dashboards and reporting tools for actionable insights Applied Epic experience preferred Client Experience Ensure service operations deliver a consistent, high-quality client experience, as measured through retention rates Balance operational efficiency with a relationship-driven service model Qualifications Align with company values 12-15 years of operations leadership experience, preferably Experience managing leaders of leaders and a strong track record in growing people Strong analytical skills High level of technical proficiency (CRM, workflow tools) Proven success in growth environments, leading process improvement and systems implementation Strong EQ and communication skills #J-18808-Ljbffr