Director of Customer Experience & Service Ops

Sun Life; Wellesley (MA); Hybrid; USD 115,000 - 172,000; Full time

Benefits offered by this job

Vacation and sick time

Family and parental leave

Medical coverage

Life and AD&D insurance

Disability programs

Partially paid sabbatical

401(k) match

Stock purchase options

Employer-funded retirement account

Job summary

Sun Life U.S. is seeking a Customer Service Director to lead specialty markets servicing, optimize resources through co-sourcing, and manage vendor performance. The role emphasizes service levels, process improvements, and cross-functional collaboration to meet member, provider, and corporate goals.

The position requires extensive leadership experience in health-care-related call centers, strong program management skills, and a commitment to privacy and compliance in a hybrid work environment.

Qualifications

• Bachelor's Degree and 8 years of Customer Service/Call Center experience or equivalent.
• Strong leadership and people-management experience in a call center/healthcare environment.
• Proven ability to manage projects and coordinate cross-functional teams.
• Experience with call center metrics, staffing, and quality control processes.
• Comfort with Microsoft Office suite and collaboration tools.

Responsibilities

• Oversee specialty markets service delivery with shared utilization across markets.
• Lead vendor governance and co-sourcing partnerships to meet SLAs.
• Drive service level attainment and multi-channel self-service adoption.
• Coach and develop staff; implement training and hiring plans.
• Collaborate with internal/external stakeholders to align on goals and compliance.

Skills

Leadership

Communication

Project management

Staff development

Compliance awareness

Education

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

MS Project

Outlook

SharePoint

Visio

Job description

Sun Life U.S. is seeking a Customer Service Director to lead specialty markets servicing, optimize resources through co-sourcing, and manage vendor performance. The role emphasizes service levels, process improvements, and cross-functional collaboration to meet member, provider, and corporate goals.

The position requires extensive leadership experience in health-care-related call centers, strong program management skills, and a commitment to privacy and compliance in a hybrid work environment.