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Director, Customer Care Operations

Posted: 11/18/2022

Position Title: Director, Customer Care Operations
Open Positions: 1
Posted Date: November 17, 2022
Location: Independence, MO (Landmark Building)
Department: Customer Care Center
Supervisor: Aurlisa Alwood
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Summary Accountable for the strategic planning and execution of Customer Care, with a focus on managing the development and ongoing operations of the telephony inbound and outbound department functions. Analyze call center performance (service, cost, productivity), identifying trends, issues, concerns, successes and recommending appropriate solutions or best practice implementation to ensure consistent improvement of service delivery. Responsible for the tactical planning and management of all departmental aspects of delivering a best-in-class customer care experience. Maintain collaborative partnerships with key internal stakeholders to effectively manage team priorities, workload, and resources. Strong servant-leader who emphasizes and invests in the development of the team and focuses on creating an environment where team members can thrive.
Duties • Executes best practices in Contact Center management and oversight. Monitors the competitive landscape and market conditions to identify and address opportunities, issues and threats that impact Customer Care operations. • Define, institute, and manage the overall customer care program, objectives, results, KPIs, scorecards, processes, resources, required, and training in collaboration with Shared Services Director and stakeholders • Support, collaborate, and develop a multiple-year customer transformation roadmap that is: customer and associate centered, unique, creative, and delivers on-budget • Advocates for Customer Care priorities, collaborating with internal colleagues across the organization to achieve GEHA corporate goals. • Builds, develops, and maintains a highly functioning Customer Care organization through effective coaching and feedback. Mentors the Customer Care leadership team and provides resources and support to ensure they are effective in their positions. Maintains appropriate staffing levels through staffing model and Workforce Management (WFM) tools. • Nurtures a strong culture that embraces inclusion and encourages employee contribution and growth. Maintains a high level of employee engagement and satisfaction through continuous staff development programs that enhance employee skills and knowledge. Implements recognition programs to incent high performance and high morale. • Consistently delivers results against established Customer Care performance metrics including Service Level, Average Speed of Answer and Abandonment Rate. Ensures that standards are in compliance with OPM requirements as well as internal protocols and goals. Implements mitigation measures as needed to meet targets. • Collaborate with internal stakeholders on service and retention programs to increase customer loyalty • Ability to work with leaders and multi-level teams to establish goals, performance indicators, actions plans and deliverables and effectively communicating across broad audiences • Must have excellent leadership abilities
Government Employees Health Association, Inc.
• Analyzes Customer Care data to identify trends and opportunities for improvement in Customer Care. Collaborates with internal departments to seek resolution for member and provider concerns. • Ensures an ethical and compliant environment in accordance with company policies and health care industry regulations and standards.
Education Requirements Requires Bachelor’s degree in Business, Operations and/or related field of study . Additional years of relevant experience may be considered in lieu of education.
Experience Requirements • Requires 10 years of progressive experience/leadership in Customer Care and/or Customer Service operations with at least 5 years of people leadership experience. • Experience with automating processes to drive better customer experiences, and agent efficiency • Experience with multiple customer service channels, including call center, social media, chat, and email operations • Ability to interpret and use VOC data to drive change • Solid business acumen strong analytical skills in knowledge of healthcare • Proven execution in managing resources, conflict resolution, problem solving, understanding budgets and other related project management techniques • Deep domain expertise in customer service/customer experience – has been there done that in terms of owning the design and implementation of customer experience that is known for its excellence. • Experience in in-sourced and out-sourced operations • Expert in operational excellence. Knows how to motivate and lead operational teams to achieve results. An expert in quality and process improvement. Delivers productivity and efficiency at scale • Passionate about customer with a bias toward the best customer experience and action to implement the same • Proven experience in cultivating a climate of collaboration, empowerment, and engagement; recognizing staff and team achievements and proactively addressing any concerns. • Excellent written and verbal communication, facilitation, and presentation skills • Strong analytical skills with an in-depth understanding of contact center/customer care metrics
Preferred • Preferred 15 years of progressive experience in Customer Care • Preferred 5 years of health-plan experience
GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.
An Executive Order was released stating that federal contractors must require COVID-19 vaccinations for all US employees. As a company that works on federal contracts, we have a legal requirement to comply with the executive order, if it is enforced.

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