As a vital member of our Customer Operations leadership team, the Customer Operations Manager will take charge of leading the daily operations of our inbound contact center. This role is all about steering strategic initiatives, ensuring our team not only meets but surpasses service KPIs, and continuously uncovering ways to enhance processes and elevate the customer experience. You'll have the opportunity to mentor, coach, and grow your team, playing a pivotal role in their professional development. Additionally, you'll engage in cross-functional projects, driving a customer-first culture that prioritizes employee engagement and job satisfaction, making a lasting impact on both our team and our customers.

This is a hybrid role out of our Rancho Cordova Office.

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

• 8+ years contact center experience; 1+ years supervisory/management experience.
• Bachelors degree, or additional experience in lieu of degree.
• 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.

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• 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 & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program