Senior Customer Operations & Experience Advisor, Individual Dental

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

📋 Description

• Oversee cross-functional customer operations and experience projects for Individual Dental Operations.

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

• Assess changes in business, product, digital, and technology to determine their impact on customers, contact center requirements, dependencies, and risks.

• Function as a subject matter expert on customer operations processes, addressing complex operational challenges.

• Direct operational readiness for regulatory, product, digital, technology, and customer experience modifications that affect contact centers.

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

• Collaborate with internal contact center leaders and external service providers on operational needs and implementation strategies.

• Track readiness dependencies, highlight gaps, escalate risks, and manage resolutions.

• Spearhead improvement initiatives aimed at minimizing avoidable contacts, enhancing call routing, boosting first-contact resolution, and improving customer experience.

• Examine call drivers, customer feedback, service trends, and operational performance in partnership with Analytics, Contact Center Operations, Product, and Digital teams.

• Enhance self-service features, digital experiences, and customer interactions.

• Assist with artificial intelligence, automation, analytics, and other technology-driven customer operations solutions.

• Establish metrics, reporting, and feedback systems to assess initiative outcomes.

• Lead or assist in customer outreach and retention efforts.

• Supervise the administration of customer incentive and rewards programs, including planning, implementation, vendor coordination, communication, reporting, and issue resolution.

• Manage program workflows, funding requirements, business rules, support processes, and launch readiness.

• Create and sustain operational communications, business guidance, process documentation, standard operating procedures, talking points, and knowledge content.

• Direct or organize training strategies and readiness materials for internal teams and outsourced service partners.

• Oversee compliance and training reporting, identify gaps, and coordinate remediation efforts.

• Recognize and escalate operational risks, control weaknesses, readiness issues, and unresolved dependencies.

• Support operational reviews, audits, and compliance inquiries.

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

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

• Provide leadership with updates on readiness status, decisions, risks, 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 operations, customer experience, business readiness, operational improvement, or a related area.

• Proven experience in leading intricate, cross-functional initiatives with 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 translating product, regulatory, technology, or business requirements into actionable operating processes and frontline guidance.

• Demonstrated capability to analyze customer and operational data, spot 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 implementation, business requirements, risk management, and operational controls.

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

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

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

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

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

• Preferred but not required experience in dental insurance or dental benefits administration.

• For remote work, a cable broadband or fiber optic internet connection with at least 10Mbps download/5Mbps upload is required.

🏝️ Benefits

• Remote work may be occasional or permanent, contingent on having cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload.

• A tobacco-free policy is in place; a qualifying smoking cessation program may allow employment in certain states.

• Reasonable accommodations are available for the online application process.

• Equal employment opportunity protections are provided.

• Consideration will be given to qualified applicants with criminal histories, consistent with applicable ordinances.