Manager, Customer Care Product Operations

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

📋 Description

• Provide strategic direction, operational management, and accountability for EWA, WellAssist Plus, PA Concierge, and Member Routing initiatives.

• Lead daily operations and formulate long-term strategies to promote growth, scalability, service excellence, and client satisfaction.

• Supervise, mentor, develop, and assess a Product Operations Analyst and Supervisor, Specialty Support.

• Set team objectives, productivity benchmarks, quality standards, and development plans.

• Recruit, onboard, train, guide, and retain team members.

• Oversee client onboarding, product implementation, configuration validation, testing, maintenance, and readiness for operations.

• Manage product configuration, member maintenance procedures, routing logic, reporting frameworks, and operational workflows.

• Evaluate the operational effects of client requests, product changes, and regulatory updates.

• Collaborate with Customer Care, Specialty Operations, Clinical Services, Client Services, and Technology teams.

• Handle escalated member, provider, client, and operational concerns.

• Develop, track, and communicate KPIs, dashboards, scorecards, productivity metrics, quality indicators, and service levels.

• Analyze performance patterns, conduct root cause evaluations, and implement corrective action strategies.

• Utilize data-driven decision-making to enhance workflows, resource allocation, customer experiences, and program outcomes.

• Assist with client reviews, audits, RFP responses, strategic projects, and organizational initiatives.

• Create and maintain policies, procedures, training resources, and operational documentation.

• Identify and execute process improvements, automation opportunities, and best practices.

• Act as a subject matter expert, representing Product Operations in leadership discussions and client engagements.

• Perform additional tasks as assigned.

⛳️ Requirements

• Bachelor’s degree or 5 years of experience in pharmacy claims is preferred.

• A minimum of 3-5 years of leadership experience managing supervisors and teams in a service-oriented and production-focused environment.

• Strong analytical capabilities.

• Experience working collaboratively with cross-functional teams such as Implementation, Client Services, and Product.

• Proven leadership, coaching, and employee development skills.

• Familiarity with PBM operations and customer care settings.

• Exceptional communication and relationship-building abilities.

• Strong analytical, project management, and problem-solving skills.

• Ability to influence cross-functional stakeholders and facilitate change.

• Advanced proficiency in SQL, Microsoft Office, and reporting tools.

• Competence in using standard computer and telephone equipment.

• Prolonged periods of sitting in front of a computer; hand-eye coordination and manual dexterity adequate to operate standard office equipment.

🏝️ Benefits

• Equal opportunity employment.

• Some travel may be required.