Sr. Manager - Onsite (Clearwater, FL)

Job Title

The purpose of this position is to manage all aspects and functions in the Florida Blue Center to ensure that the customer's experience is meaningful, informative, supportive in-center encounters that result in high customer satisfaction.

Marketing/Community

• Develop and execute tactical marketing plans to generate traffic, support membership, and create positive brand awareness within specific budget.
• Collaborate with corporate and Florida Blue marketing resources to initiate local plans that integrate with broader efforts
• Manage local marketing budget, achieving target ROI for execution tactics or taking corrective action as needed
• Analyze and report results of local marketing efforts with other stores and centers and appropriate corporate staff
• Work closely with marketing and local leadership to promote the company brand, build customer relationships and loyalty and support achievement of business objectives in the region.
• Participate in community activities and in local organizations.
• Communicate and promote the brand to business and community leaders

Operations

• Manage operations of the Florida Blue Center to meet or exceed performance goals related to sales, service, care/wellness support, traffic, customer satisfaction and loyalty.
• Manage non-exempt and exempt staff and functions that pertain to the Florida Blue Center to ensure sales, service and care/navigation goals and objectives are met.
• Track, analyze and report on Florida Blue Center performance, working closely with corporate staff and leaders to take corrective actions as needed to achieve performance goals. (e.g., traffic, revenue, sales, biometrics provided, health coaching, navigation services provided, customer satisfaction feedback, issue resolution, consults, etc.)
• Work with key functional areas to develop local marketing and awareness efforts and service referral processes.
• Respond to public requests and inquiries (e.g., employment, sponsorships, general inquiries)
• Regularly participate in Florida Blue Center performance discussions and reviews with key functional leaders.
• Manage security and safeguard people, personal data, cash and financial transactions and real estate assets (furnishings, equipment, etc.)
• Develop and distribute reports on Florida Blue Center performance
• Monitor and replace or acquire supplies and resources required for efficient and effective operations
• Develop concepts and ideas to incent performance (e.g., sales contests, sales programs, member engagement programs, etc.); execute or coordinate/integrate with other areas
• Schedule staff as appropriate to meet the needs of the customers
• Ensure appropriate Florida Blue Center procedures and processes are followed, tools are available and store appearance reflects Florida Blue's standards (including contact/lead or care support tracking and follow up for all customers who come into the Center)
• Accountable for implementing and maintaining member retention plans, in concert with corporate and/or Sales sponsored retention programs.
• Manage the physical site and facilities to ensure the property is maintained. This includes the interior, parking lot, landscaping, etc.
• Must be able to conduct a sale and able to conduct member tools and'my account' education
• Responsible for compliance with corporate policies and procedures, including Florida Blue Center specific guidelines such as the planogram and operational SOPs
• Manage member and non-member escalations and execute health fairs and other center events

Team

• Create a work environment that supports and encourages creativity, customer commitment, teamwork, enthusiasm and personal growth for the professional staff of 13-23 employees. Direct reports include:
• Nonexempt – Sales, Service, Team Lead
• Exempt: Care and Community Specialist
• Motivate, empower and coach employees to achieve business objectives and achieve individual and team high performance
• Develop staff to ensure proficiency and excellence in current roles is met, as well as preparation for future roles.
• Ensure staff receive all training and communication required to effectively perform their specific functions according to corporate standards and guidelines
• Create an environment that supports and encourages creativity, customer commitment, teamwork, enthusiasm and personal growth
• Provide coaching to staff regarding inappropriate or inadequate behaviors or other required improvement; ensure any required remedial training or additional development is obtained where appropriate

Requirements

• 6+ years related work experience including at least 3 years managing cross-functional teams to achieve operational results.
• 3+ years direct supervisory/management experience
• Related Bachelor's degree or additional related equivalent work experience
• Must obtain State of Florida 2-40 license 60 Days,
• Demonstrated Strategic Leadership and Planning
• Demonstrated ability to coach, lead, influence and develop a high performance team of professionals.
• Demonstrated strong problem solving and decision making skills
• Customer advocate
• Knowledge of change management methodologies and principles
• Experience in retail marketing, direct to consumer marketing, and/or marketing practices.
• Work flexible hours to include evenings, weekends and holidays.
• Occasional travel with overnight stays.
• Effective verbal and written communication skills.
• Proficient with MS Word, Excel, PowerPoint, Internet and web-based tools.

Preferred Qualifications

• Master's degree
• Experience in insurance industry, physician's office, hospital or other position in health care industry. Experience in store/retail management.
• Bilingual - Spanish

General Physical Demands

• Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently to move objects.
• Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences).
• Frequently may be exposed to outdoor weather conditions of cold, heat, wet, and humidity.
• Frequently may be exposed to outdoor or warehouse conditions of loud noises, vibration, fumes, dust, odors, and mists.

What We Offer

As a Florida Blue employee, you will be at the heart of GuideWell's vision – to lead the nation in transforming health through compassionate, connected, and technology-enabled care that delivers personalized value and empowered living. To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance
• Income protection benefits: life insurance, short- and long-term disability programs
• Leave programs to support personal circumstances
• Retirement Savings Plan including employer match
• Paid time off, volunteer time off, 10 holidays and 2 well-being days
• Additional voluntary benefits available; and a comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ. To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases. Typical Annualized Hiring Range: $76,400 - $95,500

Annualized Salary Range:$76,400 - $124,200Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.