Experienced Customer Operations Manager – Federal Programs and Customer Experience

At arenaflex, we're dedicated to safeguarding the health and financial stability of our employees and their loved ones. As a key member of our Customer Operations leadership team, the Customer Operations Manager plays a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. This position focuses on managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs). The role also involves identifying opportunities to enhance processes and customer experiences, mentoring and developing team members, and fostering a customer-centric culture.

About arenaflex

arenaflex is a leading provider of comprehensive, high-quality oral health care benefits to millions of enrollees. With a strong network of dental providers and a commitment to innovation, we're transforming the future of health care. Our company values of trust, service, excellence, and innovation drive our mission to increase access to affordable, quality care. Join us and experience our values and culture in action!

Responsibilities

As a Customer Operations Manager at arenaflex, you'll be responsible for:

• Coordinating staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team.
• Participating as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states.
• Ensuring system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency.
• Working collaboratively with internal training teams to develop written training materials and coordinate training.
• Developing, monitoring, and reconciling an annual operating plan, budget, and staffing.
• Analyzing KPI's, systems, and processes to identify trends or issues and make recommendations for better customer and employee experience.
• Coordinating new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner.
• Collaborating cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions.
• Acting as the key point of contact for responding or presenting to internal and external auditors.
• Keeping informed of upcoming technology and industry changes and understanding the impacts to the department at a high level to communicate needs to business partners and leaders.

Qualifications

To be successful in this role, you'll need:

• 8+ years' experience in a contact center environment with 3-5+ years supervisory/management experience.
• 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.

Essential Skills and Competencies

* Strong leadership and management skills.

• Excellent communication and interpersonal skills.
• Analytical and problem-solving skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong initiative and organizational skills.
• Ability to maintain attention to detail and accuracy.
• Strong knowledge of contact center concepts and technology.
• Ability to work collaboratively with cross-functional teams.

Preferred Qualifications

* Experience working in a customer-centric environment.

• Knowledge of regulatory compliance requirements.
• Experience with contact center software and technology.
• Strong analytical and problem-solving skills.
• Ability to work in a dynamic and fast-paced environment.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Operations Manager, you'll have opportunities to:

• Develop your leadership and management skills through training and development programs.
• Collaborate with cross-functional teams to drive business results.
• Participate in process improvement initiatives to enhance customer experiences.
• Develop your analytical and problem-solving skills through data analysis and reporting.
• Pursue professional certifications and education through our tuition reimbursement program.

Work Environment and Company Culture

arenaflex is a hybrid workplace that offers a balance of remote and in-office work. As a Customer Operations Manager, you'll be required to work onsite in our Rancho Cordova, California office 1-2 times per week to support collaboration and team engagement. Our company culture is built on trust, service, excellence, and innovation. We're committed to creating a workplace that's inclusive, diverse, and supportive of our employees' well-being.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Base pay: $71,400 - $149,500 (Pay Grade 20).
• Comprehensive benefits package, including medical, dental, and vision coverage.
• 401(k) with robust matching and non-matching contributions.
• 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, and pet care assistance.
• Social responsibility and volunteer opportunities.
• Employee discount program.

How to Apply

If you're passionate about customer experience and leadership, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We're committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status, or any other status protected under federal, state, or local law.

Proof of Eligibility

Proof of eligibility to work in the United States must be provided if selected for hire. Unfortunately, our arenaflex Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time. Apply for this job