Individual Market Customer Service Manager

Workforce Classification:

Join Our Team: Do Meaningful Work and Improve People’s Lives 

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

Premera is committed to being a workplace where people feel empowered to grow, innovate, and lead with purpose. By investing in our employees and fostering a culture of collaboration and continuous development, we’re able to better serve our customers. It’s this commitment that has earned us recognition as one of the best companies to work for. Learn more about our recent awards and recognitions as a greatest workplace.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog:  https://healthsource.premera.com/.

Are you a strategic, people‑powered leader ready to shape the future of customer service?
Join us as an Individual Market Customer Service Manager, where you will drive operational excellence, inspire high‑performing teams, and bring our organizational vision to life. In this role, you’ll be at the center of connecting people, processes, and performance—fueling engagement, elevating customer experiences, and powering meaningful business impact. If you thrive in a dynamic environment, love turning challenges into opportunities, and are passionate about developing others, this is your opportunity to lead with purpose and make a measurable difference every day.

The Individual Market Customer Service Manager - Operations delivers, executes, and connects the teams and processes to the company’s strategic vision. This role oversees organizational planning, developing work processes within and between work groups using strong leadership and collaborative qualities. Drives employee engagement across the organization through effective communication, sharing the why behind decisions. Manages work assignments and processes to ensure expected performance and service levels are consistently met. Monitors and supports individual performance of assigned staff.

What you will do:

• Manage assigned team including hiring, coaching/mentoring, supporting professional development, and providing appropriate and timely performance feedback to staff, both informally and during formal review processes.
• Identify, design, and implement appropriate solutions to staffing and succession planning, quality and workload problems in a timely and effective manner.  Responsible for the day-to-day operation and strategic planning to consistently achieve monthly and annual performance measures. 
• Anticipate the impact of the changing business environment on assigned work areas and adjust work assignments and processes as necessary.  Use monthly forecasting and planning for multiple areas of responsibility.  Decisions are made with a high level of independence.
• Manage assigned projects, meeting deadlines and assuring results meet the business needs of the organization.
• Responsible for resolving more difficult internal and client issues as they arise.
• Recommend budget requirements for assigned areas using forecasting and planning tools. Manage within approved budgets and requests exceptions as needed.
• Build effective working relationships with employees at multiple layers across the organization gaining insight into business requirements and influencing diverse and sometimes competing agendas to gain alignment. 
• Design, implement and monitor procedures to ensure smooth, accurate and timely work flow within assigned groups and works collaboratively with others throughout Premera to implement cross-team and company-wide procedures and systems changes.
• Identify, design, and implement appropriate solutions to staffing, quality and work load problems in a timely and effective manner.  Establish, monitor, and remediate when needed, performance metrics, including customer facing escalations and standards, and performance guarantees for specific lines of business or scorecard performance.  This may require cross departmental collaboration.
• Develop strategic partnerships to ensure vendors are engaged with the business and contracts are managed ensuring service level agreements are achieved.    
• This position may be the primary contact for government agencies, employer/group, and/or consultant. 
• Perform other duties as assigned.
• As part of this role, you may be assigned internal contro