Senior Customer Operations & Experience Advisor, Individual Dental

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Oversee customer operations and experience projects within Individual Dental Operations.

• Act as a representative for Customer Operations in business planning, portfolio discussions, and enterprise initiatives.

• Assess business, product, digital, and technological changes to determine customer impacts, contact center needs, dependencies, and risks.

• Function as a subject matter expert on customer operations processes and resolve intricate operational challenges.

• Direct readiness efforts for regulatory, product, digital, technology, and customer experience modifications affecting contact centers.

• Organize training, knowledge management, standard operating procedures, talking points, onboarding, communications, and frontline support.

• Collaborate with internal contact center leaders and external service providers regarding operational requirements and implementation strategies.

• Spearhead improvement projects aimed at minimizing avoidable contacts, enhancing routing, strengthening first-contact resolution, and elevating customer experience.

• Examine call drivers, customer feedback, service trends, and operational performance in collaboration with cross-functional teams.

• Back artificial intelligence, automation, analytics, and technology-driven customer operations solutions.

• Establish metrics, reporting, and feedback systems for initiative performance.

• Lead or assist in customer outreach and retention efforts.

• Manage the operational administration of customer incentive and rewards programs, covering planning, execution, vendor coordination, communications, reporting, and issue resolution.

• Create operational communications, process documentation, standard operating procedures, talking points, and knowledge resources.

• Lead or coordinate training initiatives for products, operational changes, regulatory requirements, technology implementations, and customer experience projects.

• Direct compliance and training reporting, identify gaps, and facilitate remediation.

• Identify and escalate operational risks, control deficiencies, readiness issues, and unresolved dependencies.

• Assist in operational reviews, audits, and compliance examinations.

• Represent Customer Operations in portfolio planning, prioritization, and business case development.

• Convert strategic initiatives into actionable operational plans and oversee implementation across functional areas.

• Provide leadership with updates on readiness status, decisions made, risks identified, and necessary actions.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Operations, Healthcare Administration, Communications, or a related field, or an equivalent combination of education and relevant professional experience.

• Extensive experience in customer operations, contact center management, customer experience, business readiness, operational enhancement, or a similar function.

• Proven experience leading intricate, cross-functional initiatives that involve both internal teams and external service providers.

• Strong understanding of contact center operations, including training, knowledge management, customer communications, standard operating procedures, escalation processes, and operational readiness.

• Experience in converting product, regulatory, technological, or business requirements into practical operating processes and frontline guidance.

• Demonstrated ability to analyze customer and operational data, identify improvement opportunities, and formulate actionable recommendations.

• Experience in supporting vendor-managed operations, including operational planning, implementation coordination, issue resolution, and performance enhancement.

• Knowledge of process improvement, change management, business requirements, risk management, and operational controls.

• Experience in producing executive-ready communications, business cases, operational documentation, and implementation updates.

• Ability to manage multiple complex initiatives, priorities, dependencies, and stakeholders in a dynamic business environment.

• Strong written, verbal, facilitation, influencing, and relationship management capabilities.

• Ability to collaborate effectively across Operations, Product, Digital, Analytics, Training, Compliance, Technology, Finance, and vendor organizations.

• Preferred experience in healthcare, insurance, benefits administration, or regulated service operations.

• Dental insurance or dental benefits administration experience is preferred but not mandatory.

• If working from home occasionally or permanently, an internet connection must be through cable broadband or fiber optic service with a minimum speed of 10Mbps download and 5Mbps upload.

🏝️ Benefits

• Flexible remote work arrangement.

• Requirement for cable broadband or fiber optic internet service with at least 10Mbps download and 5Mbps upload for occasional or permanent work from home.

• Tobacco-free policy; eligible smoking cessation programs may allow employment for tobacco/nicotine users in applicable states.