Hybrid Senior Support Director, Health Programs

Telligen; Oak Brook (IL); Hybrid; USD 105,000 - 130,000; Full time

Job summary

Telligen is seeking a Senior Support Manager to lead the Illinois Targeted Case Management Program customer service team, including community liaisons and a contact center supervisor. You will drive strategy, performance, and stakeholder engagement to ensure exceptional support for program members.

The role emphasizes leadership, process improvement, and collaboration with marketing and operations, with hybrid onsite days in Oak Brook, IL or West Des Moines, IA, and up to 20% local overnight

Qualifications

• Four-year degree in Computer Science or Information Systems, business or related field (or equivalent training/experience).
• 3–5 years’ experience in providing end user support.
• 7–10 years’ experience managing a professional support staff.
• Ability to travel locally and overnight up to 20%.

Responsibilities

• Direct and manage the Customer Service team, including four Community Liaisons and one Contact Center Supervisor.
• Develop and implement strategies to enhance customer service delivery and client satisfaction under the IL TCMP contract.
• Supervise Community Liaisons to ensure effective outreach and engagement within the community.
• Collaborate with the Contact Center Supervisor to manage day-to-day operations and ensure high levels of service.
• Monitor team performance metrics and implement corrective actions to meet SLAs and targets.
• Prepare and present reports on team performance, client satisfaction, and operational metrics to senior management.

Skills

End user support

Leadership

Stakeholder communication

Strategic planning

Education

Four-year degree in Computer Science or Information Systems, business or related field

Job description

Telligen is seeking a Senior Support Manager to lead the Illinois Targeted Case Management Program customer service team, including community liaisons and a contact center supervisor. You will drive strategy, performance, and stakeholder engagement to ensure exceptional support for program members.

The role emphasizes leadership, process improvement, and collaboration with marketing and operations, with hybrid onsite days in Oak Brook, IL or West Des Moines, IA, and up to 20% local overnight