Position Summary

The Operations Senior Advisor, Customer Operations & Experience provides strategic and operational leadership for customer service initiatives across Individual Dental Operations. This role partners with Contact Center Operations, Product, Digital, Training, Analytics, Compliance, Technology, and vendor teams to improve the customer experience, strengthen operational performance, and support successful implementation of business priorities.

The Operations Senior Advisor serves as a key operational lead for contact center readiness, customer experience improvement, and enterprise change implementation. The role translates business, product, regulatory, and customer experience requirements into practical training, communications, knowledge content, standard operating procedures, workflows, and support models for internal teams and external service partners.

This position also leads complex operational improvement initiatives, supports strategic planning and business-case development, and serves as a subject matter expert for customer operations processes, capabilities, and customer impacts.

Core Accountabilities and Responsibilities

Customer Operations and Experience Leadership

• Lead cross-functional customer operations and experience initiatives that improve service delivery, customer outcomes, operational performance, and business results.
• Represent Customer Operations in business planning, portfolio discussions, and enterprise initiatives involving customer service, customer communications, and operational capabilities.
• Evaluate proposed business, product, digital, and technology changes to identify customer impacts, contact center requirements, operational dependencies, and implementation risks.
• Serve as a subject matter expert for customer operations processes, collaborating with business partners to resolve complex operational issues and improve end-to-end workflows.
• Provide operational guidance to frontline leaders, customer service teams, project teams, and enterprise partners regarding customer experience and service delivery requirements.

Contact Center and Vendor Readiness

• Lead operational readiness activities for regulatory, product, digital, technology, and customer experience changes affecting internal and outsourced contact center operations.
• Coordinate readiness strategies across training, knowledge management, standard operating procedures, talking points, onboarding, customer communications, and frontline support.
• Partner with internal contact center leaders and external service providers to ensure operational requirements are understood, documented, and incorporated into implementation plans.
• Support contact center launch and readiness activities by monitoring dependencies, identifying gaps, escalating risks, and coordinating resolution across responsible teams.
• Facilitate alignment among business, training, operations, vendor, and implementation teams to ensure customer service representatives are prepared to support new or changing capabilities.
• Contribute operational expertise to vendor planning, performance discussions, issue resolution, and service improvement activities.

Operational Improvement and Customer Insights

• Lead strategic improvement initiatives focused on reducing avoidable customer contacts, improving call routing and transfer performance, strengthening first-contact resolution, and enhancing the overall customer experience.
• Partner with Analytics, Contact Center Operations, Product, and Digital teams to evaluate call drivers, customer feedback, service trends, and operational performance.
• Identify opportunities to improve self-service capabilities, simplify customer interactions, enhance digital experiences, and reduce operational friction.
• Translate customer and operational insights into actionable recommendations, business requirements, and improvement initiatives.
• Support the evaluation and implementation of artificial intelligence, automation, analytics, and other technology-enabled solutions for customer operations.
• Establish appropriate measures, reporting, and feedback mechanisms to evaluate initiative performance and identify opportunities for continued improvement.
• Lead or support customer outreach and retention initiatives, including development of operational workflows, customer communications, frontline guidance, and implementation requirements.

Incentive and Rewards Program Operations

• Oversee the operational administration of applicable customer incentive and rewards programs, including program planning, implementation, vendor coordination, customer communications, reporting, and issue resolution.
• Coordinate operational workflows, funding requirements, business rules, customer support processes, and launch-readiness activities across internal and external partners.
• Partner with Product, Finance, Digital, Compliance, Customer Service, and vendor teams to support accurate and effective program execution.
• Monitor operational performance, customer impacts, risks, and escalated issues associated with incentive and rewards programs.
• Support development of business cases, operational requirements, value propositions, and implementation recommendations for new or enhanced program capabilities.
• Ensure frontline teams have the training, guidance, knowledge content, and escalation procedures necessary to support program-related customer inquiries.

Training, Knowledge, and Operational Communications

• Develop and maintain operational communications, business guidance, process documentation, standard operating procedures, talking points, and knowledge content for customer service teams and business partners.
• Lead or coordinate training strategies supporting new products, operational changes, regulatory requirements, technology implementations, and customer experience initiatives.
• Partner with Training and Knowledge Management teams to ensure content accurately reflects approved business requirements, processes, and customer support expectations.
• Coordinate the development and delivery of readiness materials for internal teams and outsourced service partners.
• Review customer-facing and frontline communications for operational accuracy, clarity, consistency, and alignment with the intended customer experience.
• Establish sustainable processes for maintaining operational documentation and retiring or updating content when business requirements change.
• Ensure customer operations guidance is structured so that frontline teams can consistently understand and apply business requirements.

Compliance, Reporting, and Operational Controls

• Lead compliance and training reporting initiatives by monitoring completion status, identifying gaps, and coordinating remediation with accountable teams.
• Partner with Compliance, Training, Operations, and vendor teams to support adherence to applicable operational and regulatory requirements.
• Identify operational risks, control gaps, readiness concerns, and unresolved dependencies that could affect customers or service delivery.
• Escalate significant risks and issues to appropriate business owners and support the development and tracking of corrective actions.
• Maintain clear documentation of key operational requirements, decisions, risks, dependencies, and implementation outcomes.
• Support operational reviews, audits, and compliance inquiries by coordinating relevant documentation and subject matter expertise.

Strategic Planning and Business Readiness

• Represent Customer Operations in portfolio planning, prioritization, and business-case development activities.
• Help define customer impacts, operational requirements, service delivery considerations, resource needs, dependencies, risks, and value propositions for proposed investments.
• Translate strategic initiatives into actionable operational plans with clearly defined readiness requirements and accountable business partners.
• Coordinate implementation activities across multiple functional areas to support timely and effective business delivery.
• Develop recommendations that balance customer experience, operational feasibility, compliance, cost, and business value.
• Provide leadership with clear updates regarding readiness status, key decisions, emerging risks, and required actions.

Qualifications

• Bachelor's degree in Business Administration, Operations, Healthcare Administration, Communications, or a related discipline, or an equivalent combination of education and relevant professional experience.
• Advanced experience in customer operations, contact center operations, customer experience, business readiness, operational improvement, or a related function.
• Demonstrated experience leading complex, cross-functional initiatives involving internal teams and external service providers.
• Strong knowledge of contact center operations, including training, knowledge management, customer communications, standard operating procedures, escalation processes, and operational readiness.
• Experience translating product, regulatory, technology, or business requirements into practical operating processes and frontline guidance.
• Demonstrated ability to analyze customer and operational information, identify improvement opportunities, and develop actionable recommendations.
• Experience supporting vendor-managed operations, including operational planning, implementation coordination, issue resolution, and performance improvement.
• Knowledge of process improvement, change implementation, business requirements, risk management, and operational controls.
• Experience developing executive-ready communications, business cases, operational documentation, and implementation updates.
• Ability to manage multiple complex initiatives, priorities, dependencies, and stakeholders in a changing business environment.
• Strong written, verbal, facilitation, influencing, and relationship-management skills.
• Ability to work effectively across Operations, Product, Digital, Analytics, Training, Compliance, Technology, Finance, and vendor organizations.
• Healthcare, insurance, benefits administration, or regulated service-operation experience preferred.
• Dental insurance or dental benefits administration experience preferred but not required.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.