Director - Field Support Operations

2 days ago

🇺🇸 United States – Remote

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🥔 Idaho – Remote

Although this job is listed in Idaho, this company may be open to hiring remote in other states.

💵 $110k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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TAG - The Aspen Group

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

Description

• The Director of Field Support Business Operations will be the strategic thought partner for support operations • This leader will demonstrate strategic vision and operational excellence to meet strategic goals • The Director’s success is measured by high-quality patient experience, meeting SLAs, and improving call performance • Actively contributes to overall company operational targets and daily business decisions • Executes vision for operation ensuring field support meets organizational needs • Mentors, develops, and guides team members to leverage the value of calls • Oversees executional aspects of field support management and sets SLAs • Directs and manages a team including Supervisors and Field Support Agents • Collaborates with WFM and Field Operations teams for forecasting and staffing • Monitors and resolves gaps within customer experience scorecard

Requirements

• Bachelor's Degree required • Masters of Business Administration (MBA) preferred • 7+ years multi-location, retail operations management experience in customer or patient-based industry and/or contact center operations management • Demonstrated experience leading high performing teams of people leaders • Strong ability to manage organizational change and communicate issues through cross functional teams • Demonstrated success in creating overall strategy to improve customer experience or operational efficiencies • Experienced in growing talent and developing future leaders • Excellent verbal and written communication skills and the ability to make decisions independently • Ability to interact with all levels of senior leadership • Proven ability to deliver presentations containing complex data, influence decision making, and present oneself and one’s ideas with clarity and confidence • Computer proficiency with MS Office suite or equivalent project management applications • Ability to travel 10%

Benefits

• paid time off • health • dental • vision • 401(k) savings plan with match