Director of Customer Experience & Service Strategy

Milwaukee Succeeds; Hartford, Northern (CT, KY); Hybrid; USD 115,000 - 172,000; Full time

Job summary

Sun Life U.S. embraces a hybrid work model balancing in-office collaboration with virtual work. Employees are expected to be in the office at least 2 days per week to foster connection and teamwork.

The Customer Service Director ensures all specialty markets are serviced with accuracy and efficiency by coordinating with co-sourcing and internal teams, driving service levels and improving processes to meet member and provider expectations.

Qualifications

• Bachelor's Degree with 8 years Customer Service/Call Center experience or equivalent.
• 5 years previous management experience.
• Advanced proficiency in Microsoft platform applications: Word, Excel, PowerPoint, MS Project, Outlook, SharePoint and Visio.
• Strong project management skills and techniques.
• General knowledge of Internet and Intranet.
• Must have strong interpersonal and communication skills.
• Ability to manage multiple priorities and adapt to changing conditions.
• Incumbent must be able to communicate effectively.

Responsibilities

• Work with co-sourcing vendor to maximize utilization by identifying call types that can be outsourced.
• Understand all contractual requirements of assignment markets.
• Drive organization to meet/exceed service level requirements.
• Encourage use of various access channels (phone, email, chat, web portal) to minimize calls to Customer Service that can be handled via self-service.
• Identify process improvement opportunities and implement changes as needed.
• Collaborate with internal and external customers to ensure that Specialty Services is responding to their needs.
• Conduct regular customer satisfaction surveys to measure overall member satisfaction.
• Understand and operate within legislative and privacy compliance.

Skills

Strong leadership

Interpersonal skills

Communication skills

Project management

Problem solving

Education

Bachelor's Degree

Tools

Word

Excel

PowerPoint

MS Project

Outlook

SharePoint

Visio

Job description

Sun Life U.S. embraces a hybrid work model balancing in-office collaboration with virtual work. Employees are expected to be in the office at least 2 days per week to foster connection and teamwork.

The Customer Service Director ensures all specialty markets are serviced with accuracy and efficiency by coordinating with co-sourcing and internal teams, driving service levels and improving processes to meet member and provider expectations.