Manager, Customer Experience – Payment Integration Operations

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

📋 Description

• Provide visionary leadership for a complex, systems-driven service environment that addresses Customer Experience and Payment Integration business requirements.

• Oversee a team responsible for enterprise and divisional projects, strategic initiatives, and system implementations.

• Establish operational direction and drive improvements across product, eligibility, and business partner support functions.

• Align enterprise objectives with operational execution across service delivery, system integration, and workflows.

• Allocate personnel and resources to meet corporate and divisional business priorities.

• Identify, analyze, and diagnose the root causes of service or system degradation.

• Act as the primary business contact during service and system interruptions.

• Contribute to the strategic and tactical goals, initiatives, and objectives of the division.

• Spearhead initiatives aimed at reducing administrative costs and enhancing operational efficiency.

• Assess systems, business processes, requirements, and limitations to uncover opportunities for improvement.

• Analyze systems, integrations, and servicing platforms and their effects on business partners.

• Lead both reactive and proactive issue identification, root cause analysis, and cross-functional problem-solving efforts.

• Coordinate and prioritize the intake of system enhancements, defects, and regulatory changes.

• Convert business requirements into operational needs, impact assessments, and readiness plans.

• Facilitate integration across systems, servicing platforms, and payment workflows.

• Direct operational readiness for system deployments and enhancements, including communication, training, and workflow alignment.

• Utilize data to identify trends, performance gaps, and system-driven inefficiencies.

• Maintain effective communication channels both internally and externally.

• Ensure staff are aware of division and corporate goals and their respective contributions.

• Represent CE/PI Operations as a subject matter expert on operational processes, system changes, and servicing workflows.

⛳️ Requirements

• Bachelor’s degree in a relevant field or equivalent experience.

• A minimum of 3 years in a management role, including responsibilities for hiring, training, assigning tasks, and supervising direct reports.

• Experience with claims and customer service systems.

• Familiarity with business processes, policies, and procedures.

• Experience in intake management, change readiness, or system/process implementation.

• Capability to translate business needs into operational and system-driven solutions.

• Exceptional written and verbal communication skills.

• Strong organizational and project management abilities.

• For remote or hybrid positions, a high level of engagement in virtual settings, including maintaining camera presence during meetings.

🏝️ Benefits

• Eligible bonuses and commissions may be part of the compensation package.

• VSP Vision benefits are provided.

• Equal opportunity employer.

• Drug-free workplace.