Community Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead operations communication and support initiatives for the Claims team under the HQR contract.

• Oversee partner communications, manage shared inboxes, provide ServiceNow support, coordinate issues, and facilitate ongoing stakeholder interactions.

• Organize routine Claims communications with CMS, contractors, support organizations, and other teams within HQR.

• Act as a reliable point of contact for operational inquiries, requests, deliverables, and follow-up tasks.

• Coordinate responses from Product, Engineering, and subject matter experts.

• Monitor partner requests, commitments, decisions, and outstanding actions until completion.

• Manage shared mailboxes and centralized communication platforms for Claims.

• Evaluate, categorize, prioritize, and direct incoming requests.

• Set service expectations for acknowledgment, response, escalation, and resolution.

• Facilitate ServiceNow intake, triage, tracking, follow-up, and escalation processes.

• Differentiate between support inquiries, defects, data issues, enhancement requests, and investigations.

• Analyze ServiceNow trends and report on intake volume, aging, resolution status, recurring issues, and risks.

• Maintain comprehensive views of partner requests, support activities, communications, and open operational tasks.

• Manage transitions between Claims and other HQR teams.

• Prepare status updates, document decisions, and track follow-up actions for regular operational meetings.

• Ensure that support trends and stakeholder feedback inform backlog prioritization and planning.

• Coordinate recurring deliverables, reporting schedules, and external dependencies.

• Create and sustain templates, standard responses, procedures, escalation paths, and partner communication documentation.

• Identify manual processes, communication gaps, and unclear ownership and propose enhancements.

• Assist in establishing measurable service standards and facilitating knowledge transfer.

⛳️ Requirements

• US Citizenship or Green Card required; Bellese does not provide sponsorship.

• US Residency for a minimum of the past 3 years.

• Must meet the criteria to hold a Public Trust position, including successful completion of a US Government background check.

• Experience in managing customer, stakeholder, partner, community, or operational support functions within a complex organization.

• Proven experience in coordinating requests across multiple teams and stakeholders.

• Excellent written and verbal communication skills, with the ability to convert complex issues into clear status updates and action items.

• Experience managing shared inboxes, ticketing systems, service desks, or comparable request management workflows.

• Strong organizational skills with a proven ability to handle multiple concurrent requests, deadlines, and dependencies.

• Experience establishing processes, tracking work to completion, and identifying opportunities for operational enhancement.

• Ability to collaborate effectively with Product, Engineering, operations, and leadership stakeholders.

• Preferred: Familiarity with ServiceNow, Jira, Confluence, or similar workflow and knowledge-management platforms.

• Preferred: Experience in supporting government programs, healthcare technology, data reporting, or regulated environments.

• Preferred: Experience with CMS, federal contractors, healthcare quality programs, or Claims-based reporting.

• Preferred: Understanding of Agile product and engineering teams.

• Preferred: Experience in developing operational metrics, dashboards, or support reporting.

🏝️ Benefits

• Remote First, Remote Only Culture.

• Four weeks of paid time off per year (prorated based on the start date for the first year).

• 10 paid floating company holidays.

• Flexible scheduling.

• Work from home setup, including a Macbook.

• Collaborative and learning-oriented environment.

• Medical, dental, and company-funded vision insurance.

• Optional HSA account with certain medical plans and a company contribution.

• Company-paid basic life and AD&D insurance coverage.

• Company-paid short and long-term life insurance.

• Optional critical illness and accident insurance.

• 401K plan with a 3% safe harbor contribution.

• Wellness resources and virtual care.

• Perks Plus employee discounts.