Senior Manager, Document Services

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

📋 Description

• Oversee daily operations and long-term strategic planning for Document Services.

• Monitor and enhance the Inbound Correspondence and Outbound Print Production initiatives.

• Act as the liaison between Document Services and various cross-functional partners.

• Manage vendor relationships and the departmental budget on behalf of the Director and VP of Membership Operations.

• Ensure compliance for all documents entering or exiting the organization.

• Own the operational framework for Inbound Correspondence and Print Production, covering intake, routing, turnaround standards, operational monitoring, and escalation pathways.

• Develop capacity and forecasting strategies in anticipation of membership growth and seasonal volume fluctuations.

• Create repeatable tools such as playbooks, intake processes, readiness trackers, adoption dashboards, and KPIs.

• Utilize AI technology and reporting tools to analyze trends and implement changes.

• Establish monitoring and communication strategies for visibility into risk, delays, and volume changes.

• Represent Document Services in Product and Technology roadmaps and design discussions.

• Serve as the primary contact for Compliance, IT, Marketing, MXE, Guide, DMG, and Product/Technology teams.

• Foster partnerships with operational stakeholders and devise solutions for the entire organization.

• Collaborate with Compliance to maintain audit-ready documentation and represent Document Services during internal and external audits.

• Ensure programs adhere to regulatory and contractual obligations, including timely notices, accessibility, and record retention.

• Oversee inbound mail and fax vendors, as well as outbound fulfillment vendors.

• Define performance metrics, scorecards, business reviews, issue resolution processes, vendor budgeting, and forecasting.

⛳️ Requirements

• 7+ years of experience in operations, correspondence management, print production, or a closely related field.

• 3+ years of experience in people management, ideally including other managerial roles.

• Proven ability to scale operational programs through self-created tools, automations, or robust systems.

• Strong analytical skills; capable of generating reports from operational data and conveying insights to non-operational audiences.

• History of leading change through influence rather than authority across teams you do not directly manage.

• Ability to operate at a high level while also focusing on detailed tasks.

• Comfortable navigating shifting priorities and reorganizing tasks mid-project.

• Willingness to make recommendations based on incomplete information and communicate difficult messages to senior stakeholders.

• Proficient in AI tools, with specific examples of daily application.

• Experience in health plans, Medicare Advantage, or other regulated environments (preferred).

• Familiarity with CMS requirements for member communications, including timeliness and alternative formats (preferred).

• Experience in vendor management, including performance oversight, invoice validation, budget accountability, or familiarity with print/fulfillment vendor platforms, POD workflows, and mail tracking (preferred).

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with low or no premiums.

• Generous paid time off.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all positions, excluding Directors and above.

• Commission eligibility for Sales roles.

• Parental leave program.

• 401K program.