Director, Client Service Operations

At Zelis, we Get Stuff Done. So, let’s get to it! 

  

A Little About Us 

Zelis is modernizing the healthcare financial experience for all by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts—driving real, measurable results for clients. 

  

A Little About You 

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

The Director of Client Service Operations is a leadership role focused on optimizing client service processes, leading client service teams, and ensuring high levels of client satisfaction and retention. This leader of leaders’ role requires strong leadership, communication and analytical skills to drive improvements in service delivery, enhance client relationships and contribute to the company’s overall success.

What You’ll Do

• Strategic Planning and Execution - Develop and implement comprehensive operational strategies, policies and procedures that support the company’s long-term goals. Continuous evaluation of resource allocation and processes to ensure efficiency and effectiveness. Collaborate with Client Service management team to set goals and develop strategic plans for the department.

• Leadership and Team Development – Inspire, motivate, and cultivate high-performing managers and teams. Empower teams, foster collaboration, and drive organizational success through people development.

• Service delivery – Ensure high quality service delivery across all client touchpoints, addressing concerns and resolving issues effectively. Support resolution of complex client issues and complaints in a professional manner. Assess and evaluate customer satisfaction and service quality.

• Performance Monitoring – Track, analyze and actively manage service performance metrics. Identify trends and implement improvements.

• Process Improvement and Optimization – Identify areas for optimization and implement changes to enhance efficiency and effectiveness.  Analyze current processes, identify bottlenecks and implement solutions to optimize workflows. Stay current on industry trends and make recommendations for service enhancements.

• Communication – Effectively communicate with clients, internal teams and stakeholders ensuring alignment and transparency. Ensure clear articulation of messages, active listening, and the ability to negotiate and influence stakeholders.

• Change Management and Agility – Support transformation initiatives, foster a culture that embraces change, and ensure teams are agile enough to respond to new opportunities.

• Cross-Functional Collaboration - Work effectively across different departments and with various stakeholders to align operations with broader business objectives. Bridge gaps between teams, drive cohesive strategies, and ensure that operational initiatives support the company's goals.

• Financial Acumen and Budget Management – Support budgeting, forecasting, and cost management analysis as needed. Manage approved budget and headcount allocation. Analyze drivers of work, capacity plans and headcount need.

What You’ll Bring to Zelis

• Bachelor degree preferred or 10+ year’s experience managing service/operations workflow processes.

• 3-5 year’s experience as a people leader; people leader of leaders experience preferred.

• Salesforce + Jira experience preferred.

• Demonstrate expertise in operational management including KPIs.

• Excellent leadership, team management and organizational abilities.

• Superior knowledge of healthcare industry reg