Experienced Customer Care Manager – Leadership and Strategic Operations Expertise for Enhanced Customer Experience

Introduction to arenaflex arenaflex is a leading organization dedicated to providing exceptional customer experiences through innovative solutions and a customer-centric approach. As a key player in the industry, we recognize the importance of effective customer care in driving business success and building long-term relationships with our clients. Our commitment to excellence is reflected in our mission to deliver top-notch services that exceed customer expectations, and we are seeking a highly skilled and experienced Customer Care Manager to join our team. Job Summary The Manager, Customer Care at arenaflex will play a vital role in guiding Team Leads and staff in addressing daily operational issues, ensuring seamless customer experiences, and driving business growth through strategic planning and leadership. As a seasoned professional in customer care, you will be responsible for overseeing the daily operations of our customer care team, developing and implementing process improvements, and fostering a culture of excellence within the organization. Key Responsibilities Ensure quantitative and qualitative objectives are used to meet performance objectives, driving continuous improvement and excellence in customer care Manage staffing and scheduling functions to optimize team performance and efficiency Compile reports and departmental communications to inform strategic decision-making and enhance collaboration Participate in strategic planning and recommendation of action plans to drive business growth and improve customer satisfaction Interface with team leaders on effective people management strategies, such as staffing, coaching, and mentoring, to develop a high-performing team Lead or participate in strategic department or company projects to drive innovation and process improvements Recommend process improvements to enhance customer experiences, increase efficiency, and reduce costs Maintain positive relationships with internal and external customers, stakeholders, and partners to build trust and drive business growth Perform any other job duties as requested to support the organization's goals and objectives Essential Qualifications To be successful in this role, you will need: A Bachelor's Degree in a business-related field or equivalent years of experience Minimum of three (3) years of previous management or leadership experience, preferably in a customer-facing environment Previous experience in an HMO environment or related industry is preferred, but not essential Preferred Qualifications While not essential, the following qualifications are highly desirable: Advanced degree in a business-related field or a related industry Additional years of management or leadership experience in a customer-facing environment Proven track record of driving business growth, improving customer satisfaction, and developing high-performing teams Competencies, Knowledge, and Skills To excel in this role, you will need to possess: Proficiency in Microsoft Word, Excel, and PowerPoint Knowledge of Medicaid and the healthcare field Strong management skills, with the ability to develop, prioritize, and accomplish goals Strong collaboration and conflict resolution skills, with the ability to build relationships, collaborate, and influence at all levels Proven leadership skills, with the ability to build trust, drive engagement, and develop high-performing teams Ability to work in a fast-paced environment, with attention to detail and strong decision-making and problem-solving skills Exceptional written and verbal communication skills, with the ability to communicate effectively with diverse stakeholders Ability to work independently and within a team environment, with effective active listening and critical thinking skills Display a customer service, member-focused orientation, with a passion for delivering exceptional customer experiences Licensure and Certification No specific licensure or certification is required for this role. Working Conditions This role is based in a general office environment, where you may be required to sit or stand for extended periods. You will need to be comfortable working in a fast-paced environment, with the ability to adapt to changing priorities and deadlines. Compensation and Benefits arenaflex offers a competitive compensation package, with a salary range of $79,800.00 - $127,600.00. We also provide a comprehensive total rewards package, including benefits, perks, and opportunities for career growth and development. Our compensation package is designed to recognize and reward your skills, experience, and contributions to the organization. Career Growth Opportunities At arenaflex, we are committed to supporting the growth and development of our employees. As a Customer Care Manager, you will have access to training and development opportunities, mentorship, and coaching to help you achieve your career goals. You will also have the opportunity to work on strategic projects, develop new skills, and take on new challenges to drive your career forward. Work Environment and Company Culture arenaflex is a dynamic and inclusive organization, dedicated to fostering a culture of excellence, innovation, and customer-centricity. We value diversity, equity, and inclusion, and are committed to creating a work environment that is welcoming, supportive, and inclusive of all employees. Our company culture is built on a foundation of trust, respect, and open communication, where employees are empowered to make decisions, take ownership, and drive results. Conclusion If you are a motivated and experienced customer care professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Care Manager at arenaflex, you will have the chance to make a real difference in the lives of our customers, while developing your skills, advancing your career, and contributing to the success of our organization. Join our team today and be part of a dynamic and innovative organization that is shaping the future of customer care. Apply for this job