Manager, Service Operations

This is a fully remote position, open to applicants in Alabama, +43 more states.

📋 Description

• Facilitate and manage the execution of renewal processes, reporting-related initiatives, and operational workflows.

• Lead daily discussions on case calls and review complex Salesforce cases to ensure timely resolutions and consistent execution.

• Act as the primary liaison for Client Management throughout the renewal process.

• Coach and mentor team members through training, education, and daily support.

• Collaborate with internal and external stakeholders to gather requirements, evaluate operational needs, identify risks, and assist in mitigation planning.

• Provide regular updates on status, address operational issues, and escalate concerns as necessary.

• Identify, suggest, and assist in implementing process enhancements and best practices.

• Lead and support internal team initiatives focused on process improvements, workflow enhancements, reporting refinements, and operational changes.

• Offer leadership, mentorship, and workflow direction to foster a collaborative and high-performing team environment.

⛳️ Requirements

• 5 to 7 years of experience in reporting.

• 3 to 5 years of experience with Salesforce and the insurance renewal process.

• 3 to 5 years of experience in health insurance group benefits.

• Proven experience managing or guiding complex workflows in a renewal, reporting, or case-driven operational environment.

• Strong working knowledge of renewal processes, reporting expectations, stakeholder support, and case management practices.

• Excellent problem-solving and decision-making abilities.

• Demonstrated growth mindset, including adaptability and the capacity to develop oneself and others.

• Strong execution and delivery capabilities, including planning, prioritizing, and managing work in a fast-paced operational setting.

• Ability to coach team members and provide clear operational guidance based on in-depth process knowledge.

• Direct experience in supporting Renewal and Reporting team processes and workflows.

• Advanced proficiency in Salesforce case management, reporting, and dashboard tools.

• DG experience.

• Tableau experience.

• Bachelor's degree preferred, or equivalent specialized training or relevant professional qualification.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.

• CVS Health bonus, commission, or short-term incentive program in addition to base pay.