What we're looking for in our Manager, Global Service Center:You're a customer-first leader who is passionate about helping people navigate healthcare with confidence, especially when they're far from home. You know great service doesn't happen by accident-it happens when talented people have the right support, technology and tools to do their best work. That's why you're committed to building high-performing teams, improving the way work gets done, and creating experiences that are seamless for customers and meaningful for the people who support them.
You're someone who:
• Leads with a customer-first mindset and creates a culture of accountability, engagement, and continuous improvement
• Balances operational excellence with empathy, coaching, and team development
• Uses data and performance insights to identify trends, solve problems, and improve outcomes
• Enjoys partnering across functions to drive innovation, automation, and process enhancements
• Thrives in dynamic environments where priorities evolve and customer needs come first
Here's the work you'll be doing to support our members around the world: Service Center Operations & Performance • Lead daily operations across voice and digital service channels
• Ensure service levels, response times, quality standards, and seamless customer support coverage
• Monitor contact volumes, queue performance, and workforce operations
Team Leadership & Development • Build a high-performing, customer-focused culture by coaching, developing and empowering supervisors and frontline team members
• Oversee hiring, onboarding, training, and performance management
• Drive engagement, recognition, and professional development
Customer Experience & Continuous Improvement• Analyze customer feedback, VoC insights, and performance data
• Improve resolution times, satisfaction and end-to-end customer journeys
• Support automation, AI-assisted capabilities, and self-service tools
Vendor & Partner Management • Manage outsourced partners and vendor performance
• Ensure compliance with SLAs, quality standards, and regulations
Technology & Channel Optimization• Optimize CRM, telephony, and digital engagement platforms
• Support omnichannel service strategies and identify opportunities for continuous innovation
What success looks like: The Manager, Global Service Center will be expected to drive measurable improvements in:
- Customer satisfaction, service quality, and first-contact resolution
- Service levels and response times across voice and digital channels
- Employee engagement, retention, and team development
- Operational efficiency through process improvements and automation
- Continuous improvement of customer journeys and service experience
This might be the right fit for you if...
- You have a Bachelor's degree or equivalent experience
- Your resume lists 3-5+ years of service center or customer experience leadership experience
- You have experience managing omnichannel operations
- People would describe you as having strong analytical, operational, and workforce planning skills
- You have proven success leading teams and driving performance improvement
Bonus points if you have:- Salesforce, Genesys, NICE, or similar platform experience
- Experience supporting global customers, distributed teams or 24/7 service operations
- Digital transformation and AI-assisted service experience
- Vendor/BPO management experience
- Health insurance or healthcare experience
- Blue Cross Blue Shield experience
- Experience supporting global customers, distributed teams, or 24/7 service operations preferred.
What you'll get in return:• Competitive base pay + annual bonus
• Competitive medical plans
• Telemedicine services
• Paid parental leave
• Employee assistance and wellness support
• Free international healthcare coverage
Other great perks:• Hybrid work model
• Work-abroad arrangements
• Generous PTO
• Paid holidays, floating holiday, and volunteer day
• Tuition reimbursement
• Career development opportunities
• 401(k) with company match
• Pet insurance, identity theft, and legal coverage
Please visit the employee benefits page on our website for more information on our benefits and perks that support your overall well-being.
