Director Customer Contact Jobs

This role is accountable to provide management and leadership to our customer service team to drive results and achieve targeted goals. The leader will develop and implement short and long-range vision that will enhance internal operating efficiency and identify synergies and bottom-line accountability. They will enable the identification and addressing of root causes and primary trends to initiate plans for correction and improvements. They will establish plans to enhance operational collaboration and shared goals in order to achieve a high-performing, cross-functional team. The role will differentiate by leading re-engineering and other organizational improvements designed to increase efficiency, improve service, and strengthen departmental relationships. They will promote continuous quality improvement throughout the organization. Hires, trains, coaches, counsels, and evaluates the performance of direct reports. Role will be responsible financial planning/budget programs and the coordination of operations expenses. And being a champion of iterative improvement of effectiveness of financial reporting, planning, and infrastructure.

Job duties include but are not limited to:

• Work collaboratively with Vice President and Sr. Directors in defining organizational goals and strategic plans, represents Leadership in various cross-functional initiatives
• Fosters positive relationships with internal and external partners
• Hires, mentors, develops, and performance manages a team of customer service leaders
• Ensures the execution and continued improvement of proactive customer touchpoints
• Owns a customer population and the achievement of critical goals of experience and productivity
• Maintains working knowledge of client industry, product, and market landscape
• Understands customer journey and milestones, assesses trends, and shares data-driven insights for decision making
• Handles large/urgent customer escalations; advocates on behalf of clients for resolution and engages senior leadership appropriately
• Sets direction for the team, collaborating with peer Florida Blue Service Center leaders on shared initiatives

Job Requirements:

• Related Bachelor’s degree or additional related equivalent work experience
• 6+ years related work experience. Experience Details: Roles managing operations, performing data reporting and analysis, customer experience management, project management, issue resolution, process improvement
• 3+ years direct supervisory/management experience

Preferred:

• Lean Black Belt
• SAFe Product Certification
• Lean Green Belt
• Health Insurance experience
• Master’s degree in a related field

What We Offer:

As a Florida Blue employee, you will thrive in our Be Well, Work Well, GuideWell culture where being well as an individual, and working well as a team, are both important in serving our members and communities.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

• Additional voluntary benefits available; and
• Retirement Savings Plan includes employer contribution and employer match;
• Income protection benefits: life insurance, Short- and long-term disability programs;
• Leave programs to support personal circumstances;
• Medical, dental, vision, life and global travel health insurance;
• A comprehensive wellness program
• Paid time off, volunteer time off, and 11 holidays

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Annualized Salary Range: $104,000 - $169,000

Typical Annualized Hiring Range: $104,000 - $130,000

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.