The Consumer Operations Vitals & Experience Hub (COVE) is a physical location serving as a tech-integrated, Voice of Consumer National Operations Center (NOC) where consumer-connected data is monitored. The COVE provides an opportunity to collaborate across the enterprise, monitor operations and active tech war rooms, provide key data-driven insights, highlight investments in healthcare innovation and amplify our presence in the community.
This role reports to the Associate Director of the COVE business arm and will have direct responsibility for managing a team of analysts who will monitor and analyze the operational components that impact the consumer experience. This leader will partner with the Work Force Management (WFM), Tech, EIS, Product, Experience, and Service Delivery partners and monitor operational impacts to the consumer experience. The Manager of the COVE will work collaboratively with peers across operations to identify best practices, facilitate process improvement activities and create a flexible and high performing team with a core goal to provide a top-notch consumer experience.
This role is based in Minnetonka, MN on our corporate campus at 9700 Healthcare Lane. This position is in office 4 days a week and remote 1 day a week.
Primary Responsibilities:- Provide positive leadership presence and shadow, including effective communications, coaching, setting clear expectations, and holding direct reports accountable
- Establishing meaningful connections with team members, creating an environment of belonging and empowerment, and investing in the development and growth of our talent
- Hire, train, and supervise operational staff, and conduct performance reviews that allow for continuous growth and development of team members
- Identify inefficiencies and implement strategies to improve processes and enhance productivity, ensuring high quality and consistency while maintaining change resistance to ensure department progress can continue
- Monitor and analyze operational performance metrics to ensure targets are met while identifying operational risks and developing mitigation plans when needed
- Liaise with other department heads and executives to align objectives and strategies through discovery calls and presentation of deliverables
- Collaborate with leaders across the enterprise to create and leverage relationships that support flawless execution on commitments, and improved consumer outcomes
- Address any operational issues or emergencies promptly and efficiently during Critical Response events which may include occasional non-traditional business hours
- Contribute new ideas to solve challenging business problems. This includes, but is not limited to changes in policy, procedure, market trends, and technology (internal and external tools or applications)
- Collaborate with senior management in developing strategic plans for operational activity and gaining buy-in support from strategic partners
- Ensure that resources (human, technological, financial) are allocated effectively
You9ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- 3+ years of experience working in a call, claim or back-office production environment
- 1+ years of direct people management or 2+ years matrixed management experience
- 1+ years of experience interpreting and analyzing large data sets
- Experience working in a fast-paced, frequently changing team environment
- Demonstrated leadership ability to influence and drive outcomes without direct authority
- Demonstrated ability to be proficient at assessing business risks/issues and ability to distinguish items you are empowered to resolve from those that need to be escalated
- Proven exceptional relationship skills and solid emotional intelligence
- Proven excellent presentation skills - clear and concise written & verbal communication skills
- Demonstrated ability to collaborate with senior and executive leaders
- Must live in the state of Minnesota and be able to work in the Minnetonka, MN office 4 days a week & 1 remote day
Preferred Qualifications:- Intermediate to advanced skillset in Microsoft Office applications, specifically in PowerPoint and Excel
- Demonstrated ability to thrive in a performance driven culture
- Demonstrated ability to be creative, flexible and have solid problem solving and time-management skills
- Demonstrated ability to multi-task and prioritize, both individually and for a large team
- Proven solid organizational skills with ability to manage to deadlines and drive assigned projects to completion
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you9ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
