Experienced Customer Operations Manager - Federal Programs

As a seasoned professional in the customer operations field, you have a unique opportunity to join arenaflex, a leading provider of dental insurance and oral health care benefits, as a Customer Operations Manager - Federal Programs. This hybrid role requires onsite presence in our Rancho Cordova, California office 1-2 times per week to support collaboration and team engagement. If you're passionate about delivering exceptional customer experiences, driving strategic goals, and fostering a customer-centric culture, we encourage you to apply.

About arenaflex

arenaflex has been a trusted partner in the dental insurance industry for over 68 years, serving millions of smiles and counting. Our commitment to care extends beyond our customers to our dedicated employees, who make a positive impact for all. We champion an inspirational workplace through our values of trust, service, excellence, and innovation. Joining arenaflex means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.

Key Responsibilities

As a Customer Operations Manager - Federal Programs, you will play a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. Your key responsibilities will include:

• Coordinating staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team.
• Participating as a member of the contact center team to identify and adopt production, quality, performance/service, and regulatory compliance changes in various states.
• Ensuring system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency.
• Working collaboratively with internal training teams to develop written training materials and coordinate training.
• Developing, monitoring, and reconciling an annual operating plan, budget, and staffing.
• Analyzing KPIs, systems, and processes to identify trends or issues and make recommendations for better customer and employee experience.
• Coordinating new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner.
• Collaborating cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions.
• Acting as the key point of contact for responding or presenting to internal and external auditors.
• Keeping informed of upcoming technology and industry changes and understanding the impacts to the department at a high level to communicate needs to business partners and leaders.

Essential Qualifications

To be successful in this role, you will need:

• 8+ years' experience in a contact center environment with 3-5+ years supervisory/management experience.
• Strong leadership skills.
• Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail.
• Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences.
• Analytic and problem-solving abilities.
• Strong knowledge and application of English grammar, composition, editing, and proofreading skills.
• Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems.
• Negotiation and dispute resolution skills.

Preferred Qualifications

While not required, the following qualifications would be beneficial:

• Experience working in a federal government programs environment.
• Knowledge of regulatory compliance requirements and industry standards.
• Experience with contact center technology and systems.
• Certification in contact center management or a related field.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. As a Customer Operations Manager - Federal Programs, you will have opportunities to:

• Participate in training and development programs to enhance your skills and knowledge.
• Collaborate with cross-functional teams to drive strategic goals and initiatives.
• Contribute to the development of policies and procedures that impact customer experience.
• Mentor and develop team members to achieve their full potential.
• Participate in performance management and coaching to drive results.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. Our company culture is built on the principles of trust, service, excellence, and innovation. As a Customer Operations Manager - Federal Programs, you will be part of a team that is passionate about delivering exceptional customer experiences and driving strategic goals.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive compensation package that includes:

• Competitive base pay.
• Incentive pay opportunities.
• 401(k) with robust matching and non-matching contributions.
• Rich medical and pharmacy benefits.
• 100% employer-paid dental and vision benefits.
• Holistic wellbeing program with deep financial incentives.
• Generous paid time off plus 12 paid holidays and your birthday off.
• Culture of growth and learning: career development, tuition reimbursement, recognition program.
• Family support: adoption assistance, fertility treatment, child, elder, and pet care assistance.
• Social responsibility and volunteer opportunities.
• Employee discount program.

How to Apply

If you're passionate about delivering exceptional customer experiences and driving strategic goals, we encourage you to apply for the Customer Operations Manager - Federal Programs role at arenaflex. Please submit your application through our website, and we will review your qualifications and experience.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status, or any other status protected under federal, state, or local law.

Proof of Eligibility

Proof of eligibility to work in the United States must be provided if selected for hire.

Note

arenaflex includes Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York. Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.), or other US Territories at this time.

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