Manager II Customer Care

Elevance Health; Mason (OH); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision benefits

401(k) + match

Stock purchase plan

Paid time off

Merit increases

Incentive bonus programs

Job summary

Elevance Health in Columbus GA, Mason OH, and Indianapolis IN is seeking a Customer Care Manager II to lead a 30–35 person team across phone, email and chat channels. The role focuses on staffing, scheduling, and achieving productivity targets while upholding service-level goals and customer satisfaction.

The position requires a BA/BS and several years in customer service with management experience, plus budget oversight and vendor accountability. Hybrid in-office presence is expected.

Qualifications

• Requires BA/BS degree and a minimum of 2 years previous management experience and a minimum of 5 years customer service experience; or equivalent background.
• Experience leading a team of 30–35 associates and managing multi-channel customer support operations.
• Ability to mentor, develop leaders, monitor performance metrics and drive process improvements.

Responsibilities

• Oversee day-to-day operations for phone, email and chat support, ensuring coverage and productivity targets.
• Supervise representatives to meet service level goals, quality, response time and customer satisfaction.
• Resolve escalated issues and communicate changes and disclosures as required.
• Mentor lower level managers and manage budget and vendor deliverables as needed.
• Hire, train, coach and evaluate direct reports.
• Analyze contact trends, identify root causes and drive improvements to reduce repeat contacts.

Skills

Team leadership

Operational management

Customer service excellence

Staff coaching

Budgeting & reporting

Education

BA/BS degree

Job description

Customer Care Manager II

Location: Columbus GA, Mason OH & Indianapolis, IN

Hybrid 2 : This role requires associates to be in-office 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

Customer Care Manager II is responsible for providing oversight of customer service staff.

How you will make an impact:

• Responsible for managing thirty to thirty-five associates.
• Manage day-to-day operations for customer support channels (phone, email, chat), ensuring coverage, scheduling, and productivity targets are met.
• Experienced supervising representatives to consistently meet service level goals (quality, response time, resolution rate, and customer satisfaction).
• Resolve escalated customer issues.
• Prepares and communicates information to appropriate parties regarding benefit programs, procedures, changes and government mandated disclosures.
• Serves as mentor to lower leveled managers; serves as subject matter expert for other areas of the company as well as within the department; has accountability for deliverables of a third party or vendor; manages multiple functions requiring unique sets of knowledge or has significant fiscal accountability over and above routine people/equipment costs; develops and manages annual operating budget; may be assigned to special project work consistent with the role and as dictated by the needs of the business; audits to monitor efficiency and compliance with policies; prepares specialized reports.
• Hires, trains, coaches, counsels and evaluate performance of direct reports.
• Analyze customer contact trends and root causes; identify recurring issues and drive process improvements to reduce repeat contacts.

Minimum requirements:

• Requires BA/BS degree and a minimum of 2 years previous management experience and a minimum of 5 years customer service experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences:

• Have two years of experience of leading, coaching, and developing a team of customer service representatives strongly preferred.
• Experience monitoring and improving customer service performance metrics, with the ability to identify performance gaps, implement corrective action plans, and drive continuous improvement in agent performance and service quality is highly preferred.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

• merit increases
• paid holidays
• Paid Time Off
• incentive bonus programs (unless covered by a collective bargaining agreement)
• medical
• dental
• vision
• short and long term disability benefits
• 401(k) +match
• stock purchase plan
• life insurance
• wellness programs
• financial education resources

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process should submit the Accessibility Accommodation Request Form (https://forms.cloud.microsoft/pages/responsepage.aspx?id=8giMvgesLESaRuvu61vU17EJaA0EP3FIissI8zmZ_NpUNUgyTFRUMkY5NE5JNDFWMkhaUzQxMkJLWS4u&route=shorturl) and a member of the team will be in contact.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration (https://info.flclearinghouse.com/).