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Job Description
Structured overview of role & requirementsAbout This Role
Manage and lead an India-based team of Customer Experience Specialists handling complex health insurance carrier connection cases for benefits operations.
Drive operational excellence by resolving escalations, ensuring SLA adherence, and maintaining high data accuracy for 1st-party and 3rd-party health insurance carrier exchanges.
Collaborate cross-functionally with clients, carriers, vendors, and internal teams to improve processes and deliver a flawless benefits administration experience.
Minimum Requirements
5+ years in a customer-facing operational role with at least 2 years managing a team.
Experience with Implementation or Product support functions preferred.
Strong communication and project management skills required.
Working in-office at least three days a week is essential for this role based on company policy.
Ideal Candidate Profile
Experienced leader skilled in coaching and performance management of CX teams handling health insurance operations.
Proficient in handling escalations and driving problem resolution in complex technical environments involving EDI file transmissions (834 files) or similar.
Capable of working in a cross-functional setting involving Product, Engineering, clients, and external carriers to optimize workflows and customer satisfaction.