**Director, Customer Care – Nevada Location (Leadership, MCO's & Operations Experience)**

At arenaflex, we're committed to delivering exceptional service experiences that exceed the expectations of our Members and Providers. As a key senior leader within our call center, the Director, Customer Care will play a pivotal role in shaping the future of our organization and driving business growth. If you're a passionate leader with a proven track record in customer care, leadership, and operations, we invite you to join our team and contribute to our mission of delivering best-in-class service experiences.

• *About arenaflex**

arenaflex is a leading provider of innovative healthcare solutions, dedicated to empowering individuals and families to achieve better health outcomes. With a strong presence in the healthcare industry, we're committed to delivering exceptional service experiences that meet the evolving needs of our Members and Providers. Our team is passionate about making a difference in the lives of those we serve, and we're seeking like-minded individuals to join our mission.

• *Key Responsibilities**

As the Director, Customer Care, you'll be responsible for leading a team of Customer Care Managers and Team Leaders in building a high-performance culture that delivers exceptional service experiences across our products and markets. Your key responsibilities will include:

• Designing and implementing Member/Provider Experience service processes that drive continuous improvement and excellence
• Leading a team of Customer Care Managers and Team Leaders in goal/expectation setting, defining Reward & Recognition Programs, identifying ongoing Training Needs, and driving focus on Personal Accountability
• Regularly engaging with leaders across the organization (Market; Operations; Clinical) to provide insight into opportunities and drive business growth
• Monitoring all regulatory requirements and overseeing all submissions in existing and future lines of business
• Delivering recommendations related to improvements to Self-Service tools (IVR, Digital Products, etc.) based on Top Contact Types
• Continuous review and improvement of business process workflow to drive efficiency and effectiveness
• Facilitating and promoting problem identification, analysis, and resolution across the organization to improve Member/Provider experience
• Utilizing formal and informal meetings to gather information, provide feedback, and developmental ideas to staff members
• Analyzing data and identifying trends monthly to ensure company expectations are met
• Identifying information system inefficiencies and formulating recommendations for improvement
• Staying up-to-date with new call center technology and service concepts to drive innovation and excellence

• *Essential Qualifications**

To be successful in this role, you'll need:

• A Bachelor of Science/Arts in a Business-related field or equivalent years of work experience
• A Master's degree is preferred
• Minimum of ten (10) years of experience in a call center or similar environment
• Minimum of five (5) years of management experience, preferably in call center management
• Multi-site leadership/Work from Home experience is preferred
• Experience in a call center and health insurance is preferred
• Staffing and forecasting experience is preferred
• Lean Sigma/Continuous Improvement/Design Thinking experience is preferred
• Managed care experience is preferred

• *Competencies, Knowledge, and Skills**

To excel in this role, you'll need:

• Advanced knowledge of Microsoft Word, Excel, PowerPoint, and Visio
• Strong data analysis and trending skills
• Strong project management skills
• Knowledge of call center operations and trends
• Strategic management skills
• Strong negotiation skills
• Good technical writing skills
• Strong team and staff development skills
• Strong collaboration and conflict resolution skill sets
• Proven leadership with the ability to build relationships/collaborate and influence at all levels
• Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics
• Ability to work in a fast-paced environment
• Attention to detail
• Ability to develop, prioritize, and accomplish goals/time management
• Executive management skills
• Strong decision-making and problem-solving skills
• Exceptional communication skills (both written and verbal) with the ability to present information in a variety of different formats to all levels
• Strong interpersonal skills & high level of professionalism
• Ability to work independently and within a team environment
• Effective active listening and critical thinking skills

• *Licensure and Certification**

None required

• *Working Conditions**

• General office environment; may be required to sit or stand for extended periods of time
• Ability to travel as required by the needs of the business

• *Compensation Range**

$110,800.00 - $193,800.00

At arenaflex, we're committed to providing a comprehensive total rewards package that includes:

• Competitive salary
• Bonus tied to company and individual performance
• Comprehensive benefits package
• Opportunities for career growth and professional development
• Collaborative and inclusive work environment
• Recognition and rewards for outstanding performance

• *Organization Level Competencies**

• Create an Inclusive Environment
• Cultivate Partnerships
• Develop Self and Others
• Drive Execution
• Influence Others
• Pursue Personal Excellence
• Understand the Business

• *How to Apply**

If you're a passionate leader with a proven track record in customer care, leadership, and operations, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

• *Note**

arenaflex is an Equal Opportunity Employer. We're committed to fostering an inclusive environment that welcomes and supports individuals of all backgrounds. This job description is not all-inclusive, and arenaflex reserves the right to amend this job description at any time.