Head of Customer Experience / Services (Remote)

Supervisor, Member Services

Lead a High-Performing Call Center Team and Make a Meaningful Impact on Member Experience

At Liberty Dental Plan, we are committed to delivering exceptional service to our members. We are seeking an experienced and motivated Supervisor, Member Services to lead daily call center operations, inspire a customer-focused team, and drive performance excellence. If you thrive in a fast-paced environment, enjoy coaching and developing employees, and are passionate about creating outstanding member experiences, we encourage you to apply.

The Supervisor, Member Services is responsible for overseeing all call center activities and ensuring operational goals, service standards, and performance objectives are consistently met or exceeded. This role provides leadership, coaching, performance management, and operational oversight while fostering a positive and productive team environment.

Supervise daily call center operations and ensure service level goals and performance guarantees are achieved.

Coach, mentor, and motivate team members to deliver exceptional customer service and professional interactions.

Foster a positive team culture through employee engagement initiatives, recognition programs, and morale-building activities.

Conduct performance evaluations and provide ongoing coaching and development.

Address employee performance concerns through progressive coaching and corrective action when appropriate.

Manage agent performance and implement improvements to increase efficiency and service quality.

Partner with internal departments to resolve complex member issues and improve service outcomes.

Monitor live and recorded calls to evaluate quality, accuracy, and adherence to standards.

Review and analyze call center metrics, trends, and reports to identify opportunities for improvement.

Communicate project updates and operational performance to leadership.

Develop and maintain departmental policies, procedures, and best practices.

Identify training needs and coordinate development opportunities for staff.

Support recruiting and staffing efforts in partnership with Human Resources and staffing agencies.

Assist with call center operations and Help Desk activities as needed.

Participate in continuous improvement initiatives that enhance service, efficiency, and compliance.

Ensure adherence to regulatory requirements, privacy standards, and company policies.

High school diploma or GED.

Minimum of 2 years of call center supervisory experience.

Minimum of 4 years of customer service experience.

Minimum of 2 years of dental industry experience.

Strong leadership, coaching, and team development skills.

Experience managing performance metrics and operational objectives.

Strong organizational skills with the ability to manage multiple priorities and deadlines.

Advanced Microsoft Excel skills, including data analysis and reporting.

Experience creating or maintaining Microsoft Access databases.

Knowledge of call center operations, metrics, and telecommunications technology.

Project management experience.

Ability to analyze operational data and develop actionable recommendations.

Why Join Liberty Dental Plan?

Lead a team that directly impacts member satisfaction and service excellence.

Take ownership of a highly visible leadership role with opportunities to influence performance and results.

This position is primarily performed in an office environment and involves extensive computer use, sitting, typing, and close visual work.

If you're an experienced call center leader with a passion for customer service, employee development, and operational excellence, we'd love to hear from you. Apply today and help Liberty Dental Plan deliver exceptional service to the members and communities we serve.

Happy, healthy employees enhance our ability to assist our members and contribute more actively to their communities. Our first-class benefits package supports employees and their dependents with:

• Competitive pay structure and savings options to help you reach your financial goals.
• Excellent 401(k) retirement benefits , including employer match, Roth IRA options, immediate vesting during the Safe Harbor period, and access to professional financial advice through Financial Engines.
• Affordable medical insurance , with low-cost premiums for employee-only coverage. 100% employer-paid dental coverage for employees and eligible dependents.
• Company-paid basic life and AD&D insurance , equal to one times your base salary, with options to purchase additional supplemental coverage.
• Flexible Spending Accounts for healthcare and dependent care expenses.
• Long-term disability coverage.
• Employee Assistance Program (EAP) to support mental health and well-being.
• Generous vacation and sick leave policies, with the ability to roll over unused time.
• 10 paid company holidays.
• Tuition reimbursement for eligible educational expenses.
• Remote or hybrid work options available for various positions.

In the spirit of pay transparency, the base salary range for this position is $56,000 - $63,000 annually, not including fringe benefits or potential bonuses. We are committed to pay equity and also consider the internal equity of our current team members when making final compensation decisions.

Liberty Dental Plan commits to maintaining a work environment that acknowledges all individuals within the workplace and will continue to engage in practices that are inclusive of all backgrounds, experiences, and perspectives. Liberty will leverage diverse perspectives in building high performance teams and organizational culture.

Liberty Dental Plan will continue to strengthen and develop external partnerships by providing equitable health care access and improving population health in the communities we serve.

Sponsorship and Relocation Specifications

Liberty Dental Plan is an Equal Opportunity Employer / VETS / Disabled.

No relocation assistance or sponsorship available at this time.

Liberty Dental Plan