Customer service operations lead

Client: Non-Profit/Insurance

Job Title: Customer Experience Manager/Customer Experience Specialist/Customer Experience Analyst/Customer Success Manager/Customer Success Specialist/Customer Success Analyst/Ombudsman Specialist

Location: Washington, DC 20049

Duration: 18 months

Job Description:

• The Ombudsman Specialist must gather, extract, review, and consolidate information from multiple sources to produce accurate, complete, and presentation-ready operational reports. Strong analytical skills are required to compile data, identify trends, and provide meaningful analysis to Leadership.
• Success in this role requires exceptional attention to detail, ensuring that all work products are factually accurate and reflective of both the Senior Leadership personal brand and the Association brand. The individual must be able to prioritize multiple high-profile requests, meet tight deadlines, make difficult decisions, and accept challenging assignments in a fast-paced environment. Strong interpersonal skills, adaptability, initiative, and a high level of accountability are essential.
• The role demands independence, self-motivation, and the ability to conceptualize complex issues and tailor communications appropriately for a wide range of audiences. Frequent interaction with Board Members, Senior Leadership, and members is required, as well as high external visibility through Attorney General and BBB complaint resolution. Flexibility to work outside standard business hours may be required.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field required.
• Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environment, or an equivalent combination of education and experience
• Exceptional written and verbal communication skills
• Strong problem-solving and analytical abilities
• Ability to quickly develop expertise in policies, procedures, and issue positions
• Proficiency in Outlook, Word, Excel, and PowerPoint; ability to navigate internal systems and knowledge tools
• Strong ownership mindset with consistent follow-through
• Ability to work in a fast-paced, results-oriented team environment

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”