Lead Director, Service Operations Meritain TPA, CVS Health

CVS Health

Location:
United States

Category:
Customer Service

Contract Type:
Not provided

Salary:

100000.00 - 231540.00 USD / Year

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Job Description:

Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service delivery strategies, monitoring quality and performance outcomes, identifying and eliminating areas of friction to deliver optimal customer experiences. Supports innovation opportunities and creative customer strategies, while collaborating with other departments to enhance the overall delivery experience. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive culture within the organization.

Job Responsibility:

Develops strategies to optimize service operations, ensuring the efficient and effective delivery of services to meet customer needs and expectations
Implements industry best practices and proven methodologies to streamline service processes and improve operational efficiency
Evaluates, selects, and integrates innovative technologies and systems to optimize service operations and enhance customer support efforts
Manages and allocates resources effectively to ensure that services are delivered efficiently on time, and within budget
Develops and monitors key performance indicators (KPIs) to measure service performance, ensuring that the services provided meet the established quality standards and customer expectations
Fosters a customer-centric culture, emphasizing empathy, effective communication, and problem-solving skills in all customer interactions
Focuses on customer satisfaction and retention by monitoring customer feedback, addressing complaints, and implementing measures to enhance the customer experience
Communicates strategically with IT and data management teams, leveraging technology and data analytics to optimize service operations, improve efficiency, and enhance customer insights
Stays updated on industry trends, emerging technologies, and best practices in service operations, incorporating relevant knowledge into operational strategies and driving innovation in service delivery

Requirements:

Minimum 10 years’ work experience in one or more of the following areas plan sponsor, service operations, client management, project management or related disciplines
Demonstrated success with highly effective cross functional projects
Adept at communicating for impact, strong written and verbal presentation skills
Adept at execution and delivery (planning, delivering, and supporting) skills
Adept at business intelligence and embraces using data to focus efforts & measure effectiveness
Demonstrated ability to navigate complex challenges
Mastery of problem solving and decision-making skills
Mastery of growth mindset (agility and developing yourself and others) skills
Bachelor's degree preferred/specialized training/relevant professional qualification

What we offer:

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Benefit solutions that address the different needs and preferences of colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility

Additional Information:

Job Posted:
April 30, 2025

Expiration:
May 25, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Lead Director, Service Operations Meritain TPA

CVS Health

Location:United States

Category:Customer Service

Contract Type:Not provided