Manager – Customer Operations

Bachelor’s degree in business or a related field
3+ years of implementations, project management, account management or related experience preferably in the health benefits industry
A high degree of organization, accuracy and detail-orientation
Strong customer service skills
An ability to multitask numerous different projects simultaneously
An obsession with hitting deadlines and making sure work is delivered on-time
Excellent written and verbal communication skills
Demonstrated success in multi-departmental problem solving
Experience with Salesforce, or a similar Customer Relationship Management system

Lead and mentor a team of Implementation Managers and Implementation Coordinators; including coaching, development and individual performance management
Attend and participate in weekly Manager meetings
Facilitate weekly Implementation team meetings
Monitor Salesforce Dashboards to ensure Implementation Department goals are met
Serve as a project manager for identified projects, ensuring clear communication and collaboration with the team
Assist with Manager Quality Audits
Educate team members (with a focus on new hires) on Gravie’s processes and procedures
Continuously improve the process flow map of all tasks across implementations and renewals, and make recommendations for process improvement and efficiency
Work with the Sales team to ensure Sales rep needs are met while transitioning new sales to the implementation team
Manage expectations with Sales and Account Management teams around implementation and renewal turnaround times and deadlines
Partner with HPA to ensure timely progress/completion on all Javelina set-ups
Oversee vendor partnerships that are critical in the implementation and renewal support process
Maintain and continuously refine a library of process and procedural documentation
Demonstrate commitment to our core competencies of being authentic, curious, creative, empathetic and outcome oriented