Operations Manager, Member Service Operations

About LanternLantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com. Operations Manager, Member Service OperationsAs Operations Manager, Member Service Operations, you will drive the day-to-day performance of the SMS and Lantern Outbound Contact Centers, serving as the operational leader and department representative for the outbound business. You will directly lead a team of Supervisors and the QA Lead, partner closely with the Lantern Outbound Manager, and ensure the contact center consistently delivers on its goals, quality standards, and member experience commitments.Location: Dallas, TX - On-siteResponsibilities:Contact Center Operations & PerformanceManage day-to-day operations of the SMS and Lantern Outbound Contact CentersSet goals and metrics for the contact center(s)Monitor campaign and workflow progress and completionModify and pivot the direction of resources and technology to match Lantern and member needsReporting & AnalysisOwn monthly, quarterly, bi-annual, and annual performance reporting for the contact center(s), providing results to Lantern leadership with attention to detailAnalyze a variety of problems and provide information and solutionsTeam Leadership & Performance ManagementDirectly lead a team of four Supervisors and the QA Lead, and assist in overseeing the Lantern Outbound ManagerManage a reporting structure of over twenty-five teammatesPartner with Supervisors on personnel escalations and performance managementCoach and mentor staff in accordance with Lantern guidelinesStep in to support each pod during periods when the direct Supervisor is outProvide leadership guidance and representation in meetingsProcess, Quality & DocumentationLead quarterly schedule reviewsOwn outbound scripting adjustments, preparation, and validationDevelop SOPs and job aids for Lantern Outbound and SMSOversee development of the QA program for Lantern OutboundProgram & Cross-Functional SupportManage to department goalsOperationalize company initiatives and projectsSupport and develop projects and goals within budgets and timelinesCollaborate cross-departmentally to address issues, concerns, questions, and initiatives as neededSupport interviewing, onboarding, and training of new leadership and AdvocatesEffectively communicate with leadership on items needing attention or familiarityPerform other duties and projects as assignedTravel up to 10%Requirements:5+ years of customer service or contact center experience, or Bachelor's degree (healthcare experience preferred)Experience managing and mentoring supervisors or frontline leadershipFamiliarity with reporting and analytics tools (Salesforce preferred)Experience leading a contact center environmentCustomer-centric focus with excellent written and verbal communication skillsStrong sense of ownership and ability to work independently and in a small teamAgility — ability to change direction quickly and manage competing prioritiesStrong time and task management skillsKnowledge of care coordination and case management concepts preferredBilingual language skills preferred (English-Spanish or other)Strong Candidates will:Lead with empathy while holding a high bar for team performance and accountabilityBe comfortable balancing competing priorities across multiple contact center programsCommunicate clearly and confidently with cross-functional and senior leadershipTake ownership of outcomes and proactively solve problems before they escalateBuild trust and rapport quickly with Supervisors, Advocates, and cross-functional partnersBring a continuous improvement mindset to processes, scripting, and QABenefitsMedical InsuranceDental InsuranceVision InsuranceShort & Long Term DisabilityLife Insurance401k with company matchPaid Time OffPaid Parental LeaveCompensation: Base salary range: $95,000 - $110,000 plus annual bonus, depending on relevant experience, location, and qualifications.About You:You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins. INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas. You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear. You thrive in a Team Environment. Collaboration is key in innovation and creating change.These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT, individuals can find their way to the best care, resources, and support they need to get back to life. If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.