- Build, coach, and develop a team of Supervisors and Guides, ensuring strong performance, engagement, and growth across teams
- Leverage data, trends, and insights to identify opportunities, diagnose root causes, and drive meaningful improvements across people, process, and product
- Own performance across multiple teams, ensuring service levels, quality standards, and operational goals are consistently met
- Lead key projects and operational initiatives from ideation through execution, ensuring they drive measurable impact
- Partner cross-functionally with Training, Quality, Technology, Workforce Management, Clinical, and Product teams
- Champion the use of AI and automation by identifying opportunities, piloting solutions, and enabling teams to use tools effectively
- Turn complex or evolving strategies, including AI and operational changes, into clear guidance that teams can execute effectively
- Operate effectively in a fast-changing environment, making informed decisions with incomplete information while guiding teams through change
- Establish and refine processes and tools that improve consistency, quality, and scalability across teams
Requirements
- 3+ years of experience leading front-line teams in a customer-focused or healthcare environment
- Demonstrated success coaching and developing both people leaders and individual contributors toward measurable performance outcomes
- Proven ability to manage operations and drive results using data, metrics, and continuous improvement methodologies
- Strong project management and organizational skills, with experience leading initiatives from concept through execution
- Ability to operate effectively in ambiguous, fast-changing environments, with a track record of leading teams through change
- Strong communication and interpersonal skills, with the ability to influence, align, and build relationships across teams and levels
- Curiosity and enthusiasm for AI and emerging technologies, with the ability to learn quickly and apply tools to improve team effectiveness and member experience
- Experience in Medicare Advantage or healthcare operations, particularly in a contact center environment
- Exposure to AI tools, automation, or digital transformation efforts within operations or service environments
Core Competencies
Demonstrates strong leadership in coaching and developing teams to achieve measurable performance outcomes while leveraging data and insights to drive operational improvements. Proficient in managing projects and navigating fast-changing environments, with a focus on AI and automation to enhance team effectiveness.
Highest-signal resume keywords
- Team Leadership
- Data-Driven Decision Making
- Project Management
- Change Management
- Healthcare Operations Experience
ATS Optimization Keywords
Hard Skills
- Performance Management
- Continuous Improvement Methodologies
- Operational Goal Achievement
- Process Improvement
- AI Implementation
- Automation Tools
- Metrics Analysis
- Quality Standards Management
- Customer-Focused Operations
- Healthcare Compliance
Soft Skills
- Coaching and Development
- Strong Communication
- Interpersonal Skills
- Influencing and Aligning
- Relationship Building
Industry Keywords
- Medicare Advantage
- Healthcare Operations
- Contact Center Environment
- Digital Transformation
- Service Level Standards
Tools & Technologies
- AI Tools
- Automation Solutions
- Data Analytics Tools
- Project Management Software
- Workforce Management Systems
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Manager, Member Service Guide Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
