Position Summary

The Operations Senior Manager, Individual Dental Operations serves as the senior operational leader responsible for the day-to-day execution, performance, and delivery of the Individual Dental business. This role provides leadership across Customer Operations, Enrollment, Billing, Reconciliation, Business Intelligence & Operational Reporting, and outsourced operational functions supporting the end-to-end customer and business experience.

The Operations Senior Manager is accountable for operational performance, service delivery, regulatory execution, vendor management, and operational readiness across the Individual Dental business. This leader partners closely with Enterprise Operations, Technology, Product, Finance, Compliance, and Vendor partners to ensure operational excellence, customer satisfaction, financial accuracy, and business continuity. The role serves as the primary operator responsible for ensuring the business runs efficiently, effectively, and in compliance with all regulatory and business requirements.

Core Accountabilities and Responsibilities

Core Operations Leadership

• Lead day-to-day operations across the Individual Dental business, ensuring operational performance, service delivery, and customer outcomes achieve defined business objectives.
• Establish operational priorities and execution plans that support business goals, customer experience objectives, and business requirements.
• Monitor operational performance and implement corrective actions to address service disruptions, performance gaps, operational risks, and emerging business issues.
• Serve as the operational leader during enrollment periods, business events, and significant operational incidents.
• Ensure operational readiness and execution for all business initiatives impacting customer, provider, billing, enrollment, or servicing functions.

Enrollment, Billing & Financial Operations

• Provide leadership and oversight for enrollment operations, including applications, onboarding, renewals, terminations, eligibility maintenance, and enrollment integrity.
• Direct billing and premium administration functions to ensure accurate invoicing, premium collection, financial reconciliation, and customer account management.
• Oversee reconciliation activities to ensure financial accuracy and timely resolution of operational discrepancies.
• Establish operational controls and monitoring processes that support operational accuracy and business performance.
• Partner with Finance and enterprise business teams to resolve operational issues impacting financial outcomes.

Customer Operations & Service Delivery

• Lead customer operations activities, including service delivery, contact center performance, escalations, complaint management, and issue resolution.
• Ensure customer inquiries and operational issues are resolved efficiently while maintaining high levels of service quality and customer satisfaction.
• Monitor service performance metrics and implement improvement plans that enhance operational outcomes.
• Partner with internal and external service organizations to ensure a consistent customer experience across all interaction channels.
• Serve as the escalation point for significant operational and customer service issues.

Business Intelligence & Operational Reporting

• Lead operational reporting and business intelligence functions supporting the Individual Dental business.
• Establish performance scorecards, dashboards, and reporting frameworks that provide visibility into operational health and business performance.
• Monitor key operational metrics and trends, identifying opportunities to improve performance, productivity, and customer outcomes.
• Deliver operational insights and recommendations that support leadership decision-making.
• Support executive reporting, business reviews, forecasting activities, and operational planning processes.

Claims & Enterprise Operations Oversight

• Provide business oversight of Dental Claims operations performed by Enterprise Operations organizations.
• Partner with enterprise operational leaders to ensure claims performance, quality, accuracy, turnaround times, and customer outcomes meet business expectations.
• Monitor claims-related performance metrics and drive resolution of operational issues impacting customers, providers, or business results.
• Collaborate with Enterprise teams to improve operational processes, service levels, and member experience outcomes.
• Represent Individual Dental operational priorities within enterprise operational forums and planning activities.

Leadership & Team Development

• Lead and develop a high-performing team across customer operations, operational support, reporting, and business operations functions.
• Establish clear performance expectations and accountability measures that drive operational results.
• Foster a culture of operational excellence, customer focus, accountability, continuous improvement, and innovation.
• Support talent development, succession planning, and workforce readiness activities.
• Build strong partnerships across business, technology, operations, and vendor organizations.

Qualifications

• Bachelor's Degree required; Master's Degree preferred.
• 8+ years of progressive leadership experience in operations, customer service, healthcare administration, insurance operations, or related disciplines.
• Demonstrated experience leading large-scale operational functions in highly regulated environments.
• Experience managing operational teams responsible for enrollment, billing, customer service, financial operations, or business operations.
• Proven experience managing vendor relationships and outsourced operational functions.
• Strong understanding of operational performance management, business intelligence, service delivery, and process improvement methodologies.
• Experience working in matrixed organizations and influencing enterprise partners.
• Excellent analytical, operational, financial, and problem-solving skills.
• Strong communication and executive presentation capabilities.
• Healthcare, insurance, or regulated industry experience strongly preferred.

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.