Director of Customer Experience & Operations

Stryker Corporation; Glendale (AZ); Hybrid; Confidential; Full time

Benefits offered by this job

Vacation & sick time

Medical coverage

Life and AD&D insurance

Disability programs

401(k) match

Stock purchase options

Sabbatical program

Job summary

Sun Life U.S. is seeking a Customer Service Director to lead specialty markets, optimize resources, and partner with Dental management to reduce loss ratio. This role drives call center performance through an integrated process of operations, quality, and staffing.

You will hire and train staff, manage outsourcing partnerships, and establish metrics. The role requires a Bachelor's degree and 8 years in customer service with strong Microsoft tools and project management skills.

Qualifications

• Bachelor's degree required with 8+ years in customer service/call center.
• 5+ years in health care/dental care background preferred.
• Proven ability to manage metrics, staffing, and quality control.
• Strong communication and project leadership capabilities.

Responsibilities

• Oversee Specialty Services across markets and optimize resource utilization.
• Lead outsourcing/co-sourcing partnerships to meet service levels.
• Drive customer satisfaction through process improvements and surveys.
• Hire, train and manage staff; establish performance metrics.
• Collaborate with executives to support corporate goals and IT initiatives.

Skills

Customer service leadership

Call center metrics

Project management

Interpersonal communication

Microsoft Office

Staff development

Travel ability

Education

Bachelor's degree

Tools

Microsoft Word/Excel/PowerPoint/Outlook

SharePoint/Visio

Job description

Sun Life U.S. is seeking a Customer Service Director to lead specialty markets, optimize resources, and partner with Dental management to reduce loss ratio. This role drives call center performance through an integrated process of operations, quality, and staffing.

You will hire and train staff, manage outsourcing partnerships, and establish metrics. The role requires a Bachelor's degree and 8 years in customer service with strong Microsoft tools and project management skills.