Managing Director - PBM Customer Service Operations (Hybrid)

Job Description Summary: 

The Managing Director of the Pharmacy Benefit Management (PBM) Customer Service Operations will be responsible for leading and overseeing the customer service department for pharmacy operations, ensuring the delivery of high-quality service to our clients and members. This role requires a strategic leader with a deep understanding of PBM operations, exceptional leadership skills, and a passion for enhancing the customer experience.

Scope of Job: 

The Managing Director will collaborate extensively with key stakeholders, including business owners, call center executives, customer experience leaders, and heads of legal, HR, finance, workforce management, various global service provider partners, and technology. Provides leadership and direction through high-level professional staff, and customer service operations directors. This role will manage 5 direct reports with approximately 4500 indirect reports, which includes oversight of resources across 5 Global Service Partners (GSPs) both domestically and in the Philippines.  Additionally, this role has oversight of a $250M budget, supporting 2800 clients and more than 22M customer interactions annually. 

Key Responsibilities

• Develop and implement strategic plans to enhance customer service operations and improve overall customer satisfaction.
• Lead, mentor, and develop a high-performing customer service team, fostering a culture of excellence and continuous improvement.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of customer service operations.
• Collaborate with cross-functional teams, including sales, account management, and clinical operations, to ensure seamless service delivery and address client needs.
• Drive process improvements and leverage technology to optimize customer service workflows and enhance the member experience.
• Ensure compliance with regulatory requirements and company policies, maintaining the highest standards of service and integrity.
• Manage the customer service budget, ensuring cost-effective operations while delivering exceptional service.
• Stay abreast of industry trends and best practices, incorporating them into the customer service strategy.

Key Competencies

Strategic Thinking

• Developing Long-term Plans: Formulate and implement long-term strategies to enhance customer service operations and align them with the company's overall goals.
• Market Analysis: Conduct market research and analysis to identify trends, opportunities, and threats within the PBM industry.
• Innovation: Foster a culture of innovation by encouraging the exploration and adoption of new technologies and methodologies to improve service delivery.
• Resource Allocation: Efficiently allocate resources to ensure the achievement of strategic objectives while maintaining budgetary constraints.

Leadership and Team Development

• Mentorship: Provide coaching and mentorship to customer service managers and team leaders to develop their skills and capabilities.
• Performance Management: Establish performance metrics and conduct regular evaluations to ensure team members are meeting or exceeding expectations.
• Talent Development: Identify and nurture high-potential employees for leadership roles within the organization.
• Team Building: Foster a collaborative and inclusive team environment that promotes teamwork and mutual respect.

Customer Focus

• Customer Satisfaction: Develop and implement initiatives to enhance customer satisfaction and loyalty.
• Feedback Mechanisms: Establish and maintain effective channels for collecting and responding to customer feedback.
• Personalized Service: Ensure that customer service processes are tailored to meet the unique needs of different client segments.
• Proactive Support: Anticipate customer needs and proactively address potential issues before they escalate.

Operational Excellence

• Process Improvement: Continuously evaluate and improve customer service processes to enhance efficiency and effectiveness.
• Technology Utilization: Leverage