Operations Manager

Role Description

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

As an Operations Manager supporting the Centers for Medicare and Medicaid Services (CMS), you will be trusted to:

• Manage project budgets, hours, and tasks for operations team members.
• Manage work assignments to project and contract scope.
• Build and maintain client trust.
• Identify and implement AI solutions into inquiry response and call center operations.
• Run a call center operations toll-free number.
• Provide guidance, work leadership, and mentoring to a remote team of Healthcare Business Administrators and Training professionals.
• Lead, mentor, and manage a team of Inquiry Response agents/Customer Service Representatives.
• Work with client leadership daily on open issues, cases, and overall mailbox trends.
• Proofread responses to ensure consistency with internal standards.
• Attend or facilitate client meetings to identify business needs and provide recommendations.
• Coach the team on errors and hold them accountable when standards are not met.
• Review trends and complaint data to identify patterns and opportunities for improvement.
• Ensure the team delivers empathetic, accurate, policy-aligned support across all channels (phone, email).
• Collaborate with cross-functional teams to document inquiry responses for ongoing regulatory changes.
• Review other team members’ inquiry responses for quality and accuracy.
• Participate in client meetings and document notes in a clear and concise manner.
• Analyze training needs and clearly define work products needed for all applicable team roles.
• Create internal and external training materials including desk guides, quick reference guides, job aids, SOPs, and KBAs.
• Collaborate with other program teams to ensure consistency in customer service approaches.
• Communicate complex policy information clearly and in a well-organized manner.
• Provide updates to project schedules and report on milestones, project progress, and other operational metrics.
• Complete User Acceptance Testing (UAT) and coordinate signoff from business owners after UAT.

Qualifications

• Bachelor’s degree.
• 5+ years of relevant full-time work experience managing a call center and operation inboxes.
• Experience implementing AI solutions into call center functions.
• Experience working with the Centers for Medicare and Medicaid Services.
• Working knowledge of the Affordable Care Act and/or related issues.
• Experience leading and managing a team, mentoring, and providing performance management.
• Experience working in a Salesforce software application development environment.
• Excellent written and oral communication skills.
• Sound analytic, problem solving, customer service, and qualitative skills.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Experience tracking deliverables and metrics, and presenting results to customers and senior leadership.
• Experience providing demonstrations, virtual trainings, and responding to process questions.
• Experience using JIRA, SharePoint, Teams, and Confluence.
• Candidate must be able to obtain T4 Public Trust clearance.
• Candidate must have resided in the U.S. three out of the last five years.

Requirements

• AWS Cloud/FedRamp experience (preferred).
• Excellent knowledge of industry best practices, trends, and difficulties.
• Ability to work independently and interact regularly with stakeholders.
• Strong interpersonal skills to collaborate with customers and internal teams.
• Self-motivated and well organized with strict attention to detail.
• Ability to prioritize and work on multiple projects simultaneously.

Benefits

• Comprehensive benefits and wellness packages.
• 401K with company match.
• Competitive pay and paid time off.
• Full flex work weeks where possible.
• 15 days of paid leave per calendar year.
• 10 paid holidays per year.
• Paid Family Leave program providing up to 160 hours of paid leave in a rolling 12 month period.
• Short and long-term disability benefits.
• Life, accidental death and dismemberment, and critical illness insurance.