Operations Manager, Member Service OperationsAs Operations Manager, Member Service Operations, you will drive the day-to-day performance of the SMS and Lantern Outbound Contact Centers, serving as the operational leader and department representative for the outbound business. You will directly lead a team of Supervisors and the QA Lead, partner closely with the Lantern Outbound Manager, and ensure the contact center consistently delivers on its goals, quality standards, and member experience commitments.
Location: Dallas, TX - On-site
Responsibilities:
Contact Center Operations & Performance
- Manage day-to-day operations of the SMS and Lantern Outbound Contact Centers
- Set goals and metrics for the contact center(s)
- Monitor campaign and workflow progress and completion
- Modify and pivot the direction of resources and technology to match Lantern and member needs
Reporting & Analysis
- Own monthly, quarterly, bi-annual, and annual performance reporting for the contact center(s), providing results to Lantern leadership with attention to detail
- Analyze a variety of problems and provide information and solutions
Team Leadership & Performance Management
- Directly lead a team of four Supervisors and the QA Lead, and assist in overseeing the Lantern Outbound Manager
- Manage a reporting structure of over twenty-five teammates
- Partner with Supervisors on personnel escalations and performance management
- Coach and mentor staff in accordance with Lantern guidelines
- Step in to support each pod during periods when the direct Supervisor is out
- Provide leadership guidance and representation in meetings
Process, Quality & Documentation
- Lead quarterly schedule reviews
- Own outbound scripting adjustments, preparation, and validation
- Develop SOPs and job aids for Lantern Outbound and SMS
- Oversee development of the QA program for Lantern Outbound
Program & Cross-Functional Support
- Manage to department goals
- Operationalize company initiatives and projects
- Support and develop projects and goals within budgets and timelines
- Collaborate cross-departmentally to address issues, concerns, questions, and initiatives as needed
- Support interviewing, onboarding, and training of new leadership and Advocates
- Effectively communicate with leadership on items needing attention or familiarity
- Perform other duties and projects as assigned
- Travel up to 10%
Requirements:
- 5+ years of customer service or contact center experience, or Bachelor's degree (healthcare experience preferred)
- Experience managing and mentoring supervisors or frontline leadership
- Familiarity with reporting and analytics tools (Salesforce preferred)
- Experience leading a contact center environment
- Customer-centric focus with excellent written and verbal communication skills
- Strong sense of ownership and ability to work independently and in a small team
- Agility - ability to change direction quickly and manage competing priorities
- Strong time and task management skills
- Knowledge of care coordination and case management concepts preferred
- Bilingual language skills preferred (English-Spanish or other)
Strong Candidates will:
- Lead with empathy while holding a high bar for team performance and accountability
- Be comfortable balancing competing priorities across multiple contact center programs
- Communicate clearly and confidently with cross-functional and senior leadership
- Take ownership of outcomes and proactively solve problems before they escalate
- Build trust and rapport quickly with Supervisors, Advocates, and cross-functional partners
- Bring a continuous improvement mindset to processes, scripting, and QA
Benefits- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Paid Time Off
- Paid Parental Leave
Compensation: Base salary range: $95,000 - $110,000 plus annual bonus, depending on relevant experience, location, and qualifications.
About You:- You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins.
- INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
- You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas.
- You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
- Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear.
- You thrive in a Team Environment. Collaboration is key in innovation and creating change.
