Manager Customer Operations

As a key role in the Customer Operations leadership team, the Customer Operations Manager is responsible for the day-to-day operations of inbound contact center. This includes driving strategic operational goals, ensuring the team meets or exceeds service KPI's, identifying opportunities for improved process or customer experience, and mentoring, coaching and developing the team. This role will also be responsible for participating in inter- and intra-departmental projects and driving a culture that places the customer in the center and promotes employee engagement and job satisfaction.

Coordinates staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team.

Participates as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states.

Ensures system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency.

Works collaboratively with internal training teams to develop written training materials and coordinate training.

Develops, monitors and reconciles an annual operating plan, budget, and staffing.

Analyzes KPI’s, systems and processes to identify trends or issues and make recommendations for better customer and employee experience.

Coordinates new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner.

Collaborates cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions.

Acts as the key point of contact for responding or presenting to internal and external auditors.

Keeps informed of upcoming technology and industry changes and understands the impacts to the department at a high level to communicate needs to business partners and leaders.

Minimum Qualifications

8+ years w/Bachelor’s degree; 1+ years supervisory/management

Additional Experience

6+ years' experience in a contact center or customer service role preferred and/or a Bachelor's degree, or 1 year of supervisory/management experience

Knowledge, Skills, Abilities

Strong leadership skills.

Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail.

Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences.

Analytic and problem-solving abilities.

Strong knowledge and application of English grammar, composition, editing and proofreading skills.

Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems.

Negotiation and dispute resolution skills.

Base Pay Information

The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 20. $71,400 - $149,500

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay 
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Fair Chance Ordinances and Criminal Background Considerations  This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiati