Senior Manager, Client Management Operations

• Lead operational strategy and planning: Provide management oversight for budgeting, staffing, resource allocation, and change management activities, ensuring Client Management services remain aligned with organizational priorities and business objectives.
• Manage systems and service delivery: Provide strategic direction for operational systems, processes, and services, ensuring they continuously meet evolving business requirements and support efficient service delivery.
• Drive workflow implementation and adoption: Lead the planning, implementation, support, and adoption of workflow processes and technical systems, ensuring successful integration into day-to-day operations.
• Evaluate enterprise technology solutions: Assess existing technical systems, requirements, and limitations to identify opportunities for improvement, modernization, and increased operational effectiveness.
• Build strategic stakeholder relationships: Develop strong partnerships with business leaders and key executives, communicate customer perspectives, and facilitate timely responses to complex business challenges and opportunities.
• Oversee service-level agreements: Develop and maintain enterprise-wide Service Level Agreements (SLAs), establish monitoring processes, and evaluate performance against agreed service expectations.
• Monitor operational performance: Analyze service delivery results, identify performance gaps, investigate deviations from expected outcomes, and provide actionable recommendations for improvement.
• Coordinate internal resources: Ensure business requirements are clearly understood, translated into technical specifications, and delivered through effective automated solutions while managing stakeholder expectations.
• Support strategic initiatives: Contribute to the development and execution of divisional strategic and tactical goals, initiatives, and operational objectives.
• Optimize processes and reduce costs: Identify administrative inefficiencies, recommend procedural and system improvements, and implement cost-saving initiatives without compromising service quality.
• Resolve operational issues: Identify and diagnose problems affecting service performance, coordinate with relevant departments to resolve workflow and production issues, and manage escalated customer inquiries and special requests.
• Anticipate customer needs: Monitor customer trends, identify emerging service challenges, and proactively implement solutions to maintain high standards of customer satisfaction.
• Lead and develop teams: Establish effective relationships with direct reports, oversee employee performance, and promote a collaborative and accountable working environment.
• Provide performance management and coaching: Deliver timely and objective feedback, coaching, and counseling, including corrective action plans when necessary.
• Support employee development: Collaborate with team members to establish individual development plans, coordinate appropriate training, and monitor professional growth and employee satisfaction.
• Strengthen team engagement: Monitor employee satisfaction, retention, upward evaluations, and other organizational performance indicators to continuously improve the employee experience.

Requirements

• Bachelor's degree in a relevant field or equivalent professional experience.
• At least one additional year of experience related to the functional area beyond the required qualifications.
• Minimum of 3 years of management experience, including hiring, training, work allocation, performance management, and development of direct reports.
• Previous experience working in a fast-paced production or operational environment.
• Demonstrated ability to manage complex systems, technical support functions, and challenging operational issues.
• Strong understanding of business processes, service delivery, workflow management, and operational performance improvement.
• Excellent interpersonal and relationship-building skills, with the ability to educate stakeholders, facilitate discussions, and establish effective business partnerships.
• Strong leadership, team-building, and cross-functional collaboration capabilities.
• Excellent organizational and project management skills, with the ability to manage multiple priorities and coordinate resources effectively.
• Proficiency in spreadsheet and word processing applications, along with the ability to navigate and manage multiple business and technical systems.
• Strong analytical and problem-solving abilities, including experience evaluating operational processes and recommending improvements to increase departmental efficiency.
• Excellent written and verbal communication skills, including the ability to translate complex technical information into clear, accessible language for different audiences.
• Strong decision-making skills, initiative, and a proactive approach to resolving issues and improving service quality.

Preferred Qualifications and Experience:

• Experience working with Encounter and Compliance functions and managing technical teams.
• Previous experience overseeing teams responsible for Electronic Data Interchange (EDI) file transmission operations and related support infrastructure.
• Practical knowledge of processing and managing EDI ANSI X12 837 Benefit Enrollment and Maintenance transaction sets used for healthcare membership data exchanges.
• Familiarity with Medicare and Medicaid program requirements, operational processes, and product specifications for government healthcare programs.
• Experience managing technical operations within healthcare administration or healthcare membership services environments.

Benefits

• Competitive annual salary ranging from $94,500 to $152,250, depending on experience, qualifications, and applicable market factors.
• Potential eligibility for additional bonuses and commissions as part of the compensation package.
• Comprehensive employee benefits package.
• Opportunities for professional development and career advancement.
• Remote working arrangement within the United States.
• Opportunity to lead operational teams and influence enterprise-wide business processes.
• Exposure to complex technical systems, healthcare administration, and large-scale service operations.
• Collaborative working environment focused on innovation, continuous improvement, and customer satisfaction.
• Opportunity to contribute to meaningful healthcare services that improve access to quality vision care.
• Supportive organizational culture emphasizing inclusion, teamwork, employee development, and professional growth.