Manages operations of Customer Support Services that focus on customer satisfaction and adherence to established Service Level Agreements (SLAs). Leads the team through all phases of Vocational Rehabilitation (VR) reimbursement payment operations under the Social Security Administrations (SSA) Ticket to Work Program. Provides expert guidance to State VRs, oversees claims workflow and productivity, and ensures that all VR payments meet program requirements. Delivers and manages escalation support to management and leadership as appropriate. Ensures deliverables align with expectations and standards of the client.

Provides direct leadership of the TPM Claims Technicians responsible for processing VR cost reimbursement requests, ensuring quality, timeliness, accuracy, and compliance with SSA policies and the VR payment process.

• Oversees functions of Claims Technicians to ensure all issues are properly documented and effectively resolved within Service Level Agreements.
• Overall responsibility for leading the department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
• Leads efforts in setting goals and objectives for Claims and Payment services/operations. Addresses operational challenges and adapts departmental priorities as appropriate.
• Ensures Support Services are executed in compliance with processing and program guidelines published by the Customer.
• Energize and motivate employees, as well as reinforce quality and customer service standards.
• Identifies, recommends and implements process and procedural improvements to maximize efficiency and customer satisfaction.
• Proactively works effectively with other management and leadership to escalate issues as needed and communicate progress and data analysis.
• Provide oversight to teams supporting SSA in generating automated payment files through the iTOPSS system, ensuring compliance with SSA requirements and system integrity.
• Acts as a liaison between staff and other management and leadership to communicate performance, results, ideas and solutions.
• Coordinates and manages customer service initiatives and projects. Provides support for new business activities as needed.
• Work closely with the Program and Deputy Director to establish priorities, facilitate effective communication, and guarantee timely achievement of milestones and deliverables.
• Provide regular progress updates and operational performance reporting to clients, internal leadership, and upper management.
• Ensure VR agencies receive updates on policy changes, documentation needs, and processing timelines.

Minimum Qualifications

• Bachelor's Degree or equivalent relevant experience.
• 5-7 years of customer service experience or related public relations experience. 2-5 years of management experience.
• Strong leadership, coaching, mentoring, and team-building skills with experience guiding operational teams.
• Strong analytical skills with the ability to evaluate data and resolve complex operational issues.

Other Job Specific Skills

• Experience supporting or managing federal programs.
• Project management experience preferred.
• Familiarity with SSA Ticket to Work Program operations.
• Superb written and verbal communication skills.
• Strong leadership and interpersonal skills.
• Extensive customer service skills.
• Powerful problem solving and organization skills.
• Advanced knowledge of customer service and related business methods.
• Keen attentional to detail and focus on accuracy.
• Ability to develop and mentor an effective customer service team.
• Dedication to consistent progress towards set objectives.
• Ability to build and maintain good working relationships with all customers and staff.
• Ability to remain calm and courteous towards customers, staff, management and leadership in periods of stress.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.