Manager, Customer Data Specialist

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Job Description

Profile Summary:

The Manager, Customer Data Specialist leads a team that leverages technical skills to resolve wide ranging issues, identify root causes and collaborate with other departments.

Profile Description:

Responsibilities:

• Manage day-to-day customer data exchange operations ensuring timely resolution based on customer expectations and service level agreements
• Manage escalations from customers, carriers, and internal teams to ensure accurate remediation and clear communications
• Provide guidance to your team regarding proper procedures for data exchange and approaches for resolving issues
• Identify and drive improvement opportunities to increase team efficiency and quality
• Track on-going operational metrics – most notably during Q4 Open Enrollment season
• Partner with internal groups including Customer Operations Specialists, Implementation Consultants, and Engineering resources to resolve issues and improve processes and technology solutions
• Provide leadership across a team of approximately 10 associates, both stateside and abroad, including career management & coaching, skills development, and communicating company and department strategy
• Interview candidates to fill team resource needs as necessary
• Drive inputs into capacity planning models
• Exercise independent judgment in escalating issues to senior management
• Develop relationships with internal Benefitfocus teams and customers
• Occasional travel required (currently on hold due to COVID)
• Additional responsibilities, as required

Knowledge & Experience:

Experience and Skills:

• BA/BS degree or equivalent
• Prior experience working with global teams
• Prior experience working with file based data integrations – primarily 834 and flat file formats
• Operate with a sense of appropriate urgency
• Must be a strong analytical thinker
• Must have the ability to handle multiple tasks simultaneously
• Strong verbal and written communication skills required
• Salesforce
• Advanced Excel skills a plus
• Database Management System (Oracle, SQL, Access) skills a plus
• Prior experience managing teams of 10 or more people preferred

Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya may offer incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic loc