Manager, Customer Care – Delivering Exceptional Experiences at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark as our Manager, Customer Care. In this pivotal role, you will lead a team of dedicated professionals in providing top-notch support to our customers, while driving business growth and excellence.

About blithequark

blithequark is a dynamic organization that is revolutionizing the way we approach customer care. Our commitment to innovation, collaboration, and customer-centricity has earned us a reputation as a leader in our industry. We are dedicated to fostering a culture of inclusivity, diversity, and growth, where every employee feels valued, empowered, and supported to reach their full potential.

Key Responsibilities

As our Manager, Customer Care, you will be responsible for guiding Team Leads and staff in addressing daily operational issues, while driving business objectives and excellence. Your key responsibilities will include:

• Ensuring quantitative and qualitative objectives are used to meet performance objectives
• Managing staffing and scheduling functions to optimize team performance and productivity
• Compiling reports and departmental communications to inform business decisions and drive growth
• Participating in strategic planning and recommending action plans to drive business excellence
• Interfacing with team leaders on effective people management strategies, including staffing, coaching, and mentoring
• Leading/participating in strategic department/company projects to drive innovation and growth
• Recommending process improvements to enhance customer experiences and drive business efficiency
• Maintaining positive relationships with internal and external customers to drive loyalty and retention
• Performing other job duties as requested to support business objectives and excellence

Essential Qualifications

To succeed in this role, you will need:

• A Bachelor's Degree in a business-related field or equivalent years of experience
• A minimum of three (3) years of previous management/leadership experience, preferably in an HMO environment or related industry
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Knowledge of Medicaid and the healthcare field
• Strong management skills, including collaboration, conflict resolution, and leadership
• Proven ability to build relationships, collaborate, and influence at all levels
• Ability to work in a fast-paced environment with attention to detail and strong time management skills
• Exceptional written and verbal communication skills
• Ability to work independently and within a team environment
• Effective active listening and critical thinking skills
• Display a customer service, member-focused orientation

Preferred Qualifications

While not essential, the following qualifications would be highly desirable:

• Previous experience in a customer-facing role, preferably in a healthcare setting
• Familiarity with customer relationship management (CRM) software and other relevant tools
• Experience with process improvement initiatives and change management
• Strong analytical and problem-solving skills, with the ability to drive business decisions and growth

Competencies and Skills

To succeed in this role, you will need to demonstrate the following competencies and skills:

• Create an Inclusive Environment: Foster a culture of inclusivity, diversity, and respect, where every employee feels valued and empowered.
• Cultivate Partnerships: Build strong relationships with internal and external stakeholders to drive business growth and excellence.
• Develop Self and Others: Provide coaching, mentoring, and development opportunities to support the growth and success of team members.
• Drive Execution: Lead and manage teams to drive business objectives and excellence, while ensuring effective communication and collaboration.
• Influence Others: Build relationships, collaborate, and influence at all levels to drive business growth and excellence.
• Pursue Personal Excellence: Demonstrate a commitment to ongoing learning, development, and self-improvement.
• Understand the Business: Stay up-to-date on industry trends, business objectives, and key performance indicators to inform business decisions and drive growth.

Licensure and Certification

No licensure or certification is required for this role.

Working Conditions

This role will be based in a general office environment, with occasional requirements to sit or stand for extended periods of time.

Compensation and Benefits

We offer a competitive salary range of $79,800.00 - $127,600.00, based on a combination of education, training, and experience, as well as the scope and complexity of the role. We also offer a comprehensive total rewards package, including:

• A substantial salary range
• Comprehensive health, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Professional development opportunities
• A dynamic and inclusive work environment

How to Apply

If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply Now! Apply for this job