Manager - Global Service Center

Job Description

Job Description

Who we are.

At Blue Cross Blue Shield Global SolutionsSM (BCBS Global SolutionsSM), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that is simple, efficient and human.

Whether our customers live, work, travel or study abroad, we give them the confidence and peace of mind to say yes to new possibilities.

What we’re looking for in our Manager, Global Service Center:

You're a customer-first leader who is passionate about helping people navigate healthcare with confidence, especially when they're far from home. You know great service doesn't happen by accident—it happens when talented people have the right support, technology and tools to do their best work. That's why you're committed to building high-performing teams, improving the way work gets done, and creating experiences that are seamless for customers and meaningful for the people who support them.

You’re someone who:
• Leads with a customer-first mindset and creates a culture of accountability, engagement, and continuous improvement
• Balances operational excellence with empathy, coaching, and team development
• Uses data and performance insights to identify trends, solve problems, and improve outcomes
• Enjoys partnering across functions to drive innovation, automation, and process enhancements
• Thrives in dynamic environments where priorities evolve and customer needs come first

Here’s the work you’ll be doing to support our members around the world:

Service Center Operations & Performance
• Lead daily operations across voice and digital service channels
• Ensure service levels, response times, quality standards, and seamless customer support coverage
• Monitor contact volumes, queue performance, and workforce operations

Team Leadership & Development
• Build a high-performing, customer-focused culture by coaching, developing and empowering supervisors and frontline team members
• Oversee hiring, onboarding, training, and performance management
• Drive engagement, recognition, and professional development

Customer Experience & Continuous Improvement
• Analyze customer feedback, VoC insights, and performance data
• Improve resolution times, satisfaction and end-to-end customer journeys
• Support automation, AI-assisted capabilities, and self-service tools

Vendor & Partner Management
• Manage outsourced partners and vendor performance
• Ensure compliance with SLAs, quality standards, and regulations

Technology & Channel Optimization
• Optimize CRM, telephony, and digital engagement platforms
• Support omnichannel service strategies and identify opportunities for continuous innovation

What success looks like:

The Manager, Global Service Center will be expected to drive measurable improvements in:

• Customer satisfaction, service quality, and first-contact resolution
• Service levels and response times across voice and digital channels
• Employee engagement, retention, and team development
• Operational efficiency through process improvements and automation
• Continuous improvement of customer journeys and service experience

This might be the right fit for you if…

• You have a Bachelor’s degree or equivalent experience
• Your resume lists 3–5+ years of service center or customer experience leadership experience
• You have experience managing omnichannel operations
• People would describe you as having strong analytical, operational, and workforce planning skills
• You have proven success leading teams and driving performance improvement

Bonus points if you have:

• Salesforce, Genesys, NICE, or similar platform experience
• Experience supporting global customers, distributed teams or 24/7 service operations
• Digital transformation and AI-assisted service experience
• Vendor/BPO management experience
• Health insurance or healthcare experience
• Blue Cross Blue Shield experience
• Experience supporting global customers, distributed teams, or 24/7 service operations preferred.

What you’ll get in return:

• Competitive base pay + annual bonus
• Competitive medical plans
• Telemedicine services
• Paid parental leave
• Employee assistance and wellness support
• Free international healthcare coverage

Other great perks:

• Remote work model
• Work-abroad arrangements
• Generous PTO
• Paid holidays, floating holiday, and volunteer day
• Tuition reimbursement
• Career development opportunities
• 401(k) with company match
• Pet insurance, identity theft, and legal coverage

Please visit the employee benefits page on our website for more information on our benefits and perks that support your overall well-being.

EOE