COB Operations Lead: Team Leadership & Process Excellence

Blue Cross and Blue Shield of North Carolina; Virginia (MN); Hybrid; USD 67,000 - 107,000; Full time

Benefits offered by this job

401k match

Health benefits

PTO

Parental leave

Tuition reimbursement

Adoption and surrogacy assistance

Career development programs

Job summary

Blue Cross NC is seeking a Team Leader, Coordination of Benefits to guide departmental staff, manage workloads, and support execution of operational goals. This role provides guidance on issue resolution, promotes member and customer satisfaction, and helps ensure compliance with applicable requirements.

The role also supports performance coaching, employee development, and trend analysis while serving as a key liaison between frontline staff, leadership, and cross-functional partners.

Qualifications

• Bachelor's degree or advanced degree (where required).
• 7+ years of related field experience in lieu of degree.

Responsibilities

• Lead daily workload to achieve business objectives and guide team goals.
• Act as resource for work processes and procedures.
• Foster a positive, accountable, and collaborative team culture.
• Serve as primary contact for operational updates and escalations.
• Ensure employees are trained and respond professionally to inquiries.
• Provide ongoing coaching and performance feedback with formal evaluations.
• Collaborate with cross-functional teams to set performance goals.
• Partner with teams to identify and address system or process gaps.
• Identify trends and root causes, implementing corrective actions.
• Document and report system/process problems and trends with root cause analysis.
• Conduct random audits and develop performance improvement plans.
• May develop short/long-term service objectives and implement them.
• Respond quickly to escalated client issues.
• May represent the department on corporate projects.

Skills

Change Management

Leadership

Performance Evaluations

Team Management

Project Management

Process Improvements

Training & Development

Operational Efficiency

Education

Bachelor's degree

Advanced degree

Job description

Blue Cross NC is seeking a Team Leader, Coordination of Benefits to guide departmental staff, manage workloads, and support execution of operational goals. This role provides guidance on issue resolution, promotes member and customer satisfaction, and helps ensure compliance with applicable requirements.

The role also supports performance coaching, employee development, and trend analysis while serving as a key liaison between frontline staff, leadership, and cross-functional partners.