Contact Center Client Services Manager

GetInsured; Mountain View (CA); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in health insurance technology seeks a Client Services Manager for Contact Center Operations. This role focuses on client relationship management, operational excellence, and leveraging data-driven insights to enhance service delivery. The ideal candidate will have strong leadership skills and a proven track record in managing call center teams, ensuring client satisfaction, and driving process improvements. Join a dynamic team dedicated to transforming health care service delivery and making a positive impact in the community.

Benefits

Health, Dental, Life, Disability, and Vision insurance

Healthcare spending or reimbursement accounts (HSA/FSA)

Retirement benefits (401k)

Paid time off

Education assistance or tuition reimbursement

Employee discounts for Gym memberships & commuting/travel assistance

Qualifications

• Five plus years of experience managing call center teams.
• Experience in a client relationship management role.

Responsibilities

• Develop and nurture strong relationships with clients.
• Analyze performance metrics and service level agreements.
• Identify opportunities for automation and AI.

Skills

Leadership

Communication

Problem Solving

Data Analysis

Education

Bachelor's degree in business

Operations Management

Tools

Contact Center Analytics

Quality Assurance

RPA

IVA

Job description

Job Details

Job Location: Remote - Mountain View, CA

Salary Range: Undisclosed

Description

About GetInsured:

What started as the “Expedia” of health insurance, has grown to a market leading company that is transforming government IT infrastructures with our proven SaaS and AI technology. Our innovative approach to health insurance shopping and enrollment has expanded beyond exchanges, and we’re now reinventing the way states administer safety net programs such as Medicaid, SNAP (food stamps), child care, and unemployment insurance. With our cutting-edge technology, we’re helping agencies help more people, faster, and transforming health care service delivery as we know it.

Overview:
The Client Services Manager for Contact Center Operations is a strategic partner who ensures CAC performance is aligned with each client’s broader business objectives. They act as a liaison between the company and its clients, addressing concerns, providing updates, and collaborating with internal teams to improve client satisfaction by monitoring service levels, processes and overall mission. By leveraging data-driven insights, cross-functional collaboration, and a proactive approach to innovation, this leader not only drives the company to meet client expectations but also establishes uniform delivery standards and drives forward-looking initiatives across the organization.

Key Responsibilities:

• Client Relationship Management:
  • Develop and nurture strong relationships with clients, acting as the primary contact.
• Monthly Review of client SLAs and operational achievements with Clients:
  • Analyze performance metrics and service level agreements on a monthly basis to track key metrics, identifying trends, and reporting on customer satisfaction and success to inform business decisions
  • Propose corrective actions and process improvements based on data analysis.
  • Collaborate with internal stakeholders to align service targets with business objectives.
  • Emphasize a high-level perspective, identifying broader trends and proposing holistic interventions to continuously elevate overall service quality.
  • Maintain clear and consistent communication with clients about performance metrics and outcomes, with an emphasis on preventing avoidable misses and SLA breaches across multiple engagements.
• Ongoing Process Evaluation (Quarterly):
  • Review and understand Quality Assurance (QA) frameworks to maintain high standards of service delivery and provide clients with the necessary insight.
  • Work with internal operations team to review customer interactions for effectiveness and adherence to best practices.
  • Serve as client advocate and identify areas for efficiency gains and structural improvement in operational workflows.
  • The primary objective is to identify broader trends and propose enhancements to QA processes and training initiatives. Expand process reviews to include a broader evaluation of the overall customer experience, customer sentiment, and the transition from reactive to proactive support, integrating both inbound and outbound (o/b) touchpoints.
• Automation and Technological Enhancements:
  • In collaboration with clients and internal teams, identify and advocate opportunities for automation and AI. Real-time training tools and intelligent OCR.
  • Collaborate with clients to evaluate existing processes to determine potential for further automation and digital transformation.
  • Emphasize purposeful collaboration between technology teams and the CAC, moving beyond simple ticketing to drive meaningful innovation and improvements.
• Planning and Collaboration on Tool Introduction:
  • Partner with cross-functional teams to communicate with clients regarding the implementation of new systems.
  • Collaborate with internal technical teams to ensure proper training, adoption, and user acceptance of new tools.
  • Coordinate customer facing pilot programs and collect feedback to refine rollouts and maximize organizational impact.
  • Act as a system thinker and strong communicator to ensure standardization across diverse state policies and processes, whenever feasible.
• Operational Escalation Management:
  • Serve as the primary escalation point for any operational issues within the call center and act as the primary point of contact for client success and client-facing teams.
  • Work closely with operational leads to promptly address and resolve challenges.
  • Facilitate clear communication with leadership and other stakeholders regarding ongoing issues, solutions, and outcomes.
  • Maintain accountability for high-level outcomes across multiple clients while limiting day-to-day involvement, ensuring that client satisfaction remains the top priority.
• Additional Areas of Focus:
  • Holistic Customer Experience Management: Evaluate and measure customer sentiment, drive the shift from reactive to proactive support methods, and develop nudging capabilities for improved client engagement.
  • Outcome Accountability: While not managing every tactical issue, oversee broader patterns and trends to ensure consistent delivery and the continuous improvement of SLA and business-critical metrics.
  • Familiarity with Health Insurance Affordability Programs: Understanding of policy, process, and procedures related to health insurance programs is highly desirable to effectively guide multi-state implementations and manage variations in QA, ticketing, agent coaching, and other operational parameters.

Benefits:

We offer a comprehensive benefits package, including but not limited to:

• Health, Dental, Life, Disability, and Vision insurance
• Healthcare spending or reimbursement accounts (HSA/FSA)
• Retirement benefits (401k)
• Paid time off
• Education assistance or tuition reimbursement-
• Employee discounts for Gym memberships & commuting/travel assistance

Values:

• We believe that working hard, when it is imbued with purpose, can and should be fun.
• You’ll find we are a “can do” place where people work together and roll up their sleeves to get the job done.
• Everyone has a voice; everyone’s ideas count, and everyone is respected.
• We have built a company, as well as a community of friends and colleagues, with respect for each other.

Learn more about GetInsured at GetInsured.com.

Qualifications

Qualifications:

• Education & Experience:

  • Bachelor's degree in business, Operations Management, or related field (or equivalent work experience).
  • Five plus years of experience managing call center teams, with a strong focus on service delivery and process optimization.
  • Experience in a client relationship management role where strategic outcomes and client satisfaction were primary responsibilities.

• Skills and Competencies:

  • Demonstrated leadership and people management abilities.
  • Proven track record in monitoring and exceeding SLAs and using data to drive operational improvements.
  • Familiarity with contact center analytics, Quality Assurance processes, and customer satisfaction metrics.
  • Understanding of RPA, IVA, and other automation technologies.
  • Excellent communication skills for cross-functional collaboration and escalation management.
  • Ability to analyze complex problems, identify root causes, and propose effective solutions.
  • Strong system-thinking approach, with an ability to balance operational insights and strategic client satisfaction goals, particularly across multiple clients with varying policies and processes.