Senior Manager, Client Management Operations

Accountabilities: 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.