Customer Care Operations Manager

Zenith American Solutions, Inc.; Saint Paul (MN); On-site; USD 68,000 - 83,000; Full time

Benefits offered by this job

Health, Vision & Dental

401(k) with company match

Paid time off (PTO)

Growth opportunities

Job summary

Zenith American Solutions, Inc. is seeking a Manager of Customer Care to lead and oversee Customer Care teams in alignment with company guidelines, regulatory requirements, and client needs.

The role includes oversight of PHI/PII access as per job description and ensuring efficient operations and client satisfaction. The position requires senior-level experience in customer service leadership, with a focus on metrics, remote staff management, and effective process optimization.

Qualifications

• High School diploma or GED.
• 5+ years in customer service with 2+ years in supervision.
• Understanding call metrics, staffing models, and workforce management.
• Strong teamwork and integrity to earn client/internal confidence.
• Strong decision-making and organization to optimize resources and priorities.
• Analytical problem-solving with independent judgment.
• Ability to manage staff remotely.
• Ability and willingness to travel.
• Proficiency in MS Office.

Responsibilities

• Provides daily leadership and supervision to Customer Care team(s) consistent with management values and mission.
• Develops staff through performance management, goal setting, training, and effective employee relations.
• Optimizes workflows/processes, tools, staff allocation, and technology to ensure efficient and cost-effective day to day operations.
• Remediates escalated issues, reviews plan changes, and attends to other client needs.
• Participates in new business presentations and client meetings as requested, attends benefit fairs, and assists in the implementation of new clients.
• Resolves escalated customer/client issues.
• Coordinates successful implementation of new clients.
• Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.
• Performs other duties as assigned.

Skills

Customer service

Supervisory experience

Call metrics knowledge

Workforce management

Decision making

Analytical skills

Remote staff management

MS Office

Education

High School diploma or GED

Associates degree in business

Tools

CRM software

Job description

Zenith American Solutions, Inc. is seeking a Manager of Customer Care to lead and oversee Customer Care teams in alignment with company guidelines, regulatory requirements, and client needs.

The role includes oversight of PHI/PII access as per job description and ensuring efficient operations and client satisfaction. The position requires senior-level experience in customer service leadership, with a focus on metrics, remote staff management, and effective process optimization.