Senior Customer Experience Manager (Hybrid)

Telligen; West Des Moines (IA); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Telligen is seeking a Senior Support Manager to lead the Customer Service team supporting the IL Tailored Care Management Program. The role oversees community liaisons, appeals specialists, and contact center staff, with a focus on strategy, engagement, and performance under a hybrid work model.

Hybrid onsite days are required at Oak Brook, IL or West Des Moines, IA, with up to 20% travel. You will report to senior leadership and partner with marketing to enhance service delivery and client

Qualifications

• Four-year degree in Computer Science or Information Systems, business or related field or equivalent experience.
• 3–5 years’ experience in providing end user support.
• 7–10 years’ experience managing a professional support staff.

Responsibilities

• Direct and manage the Customer Service team, including four Community Liaisons and one Supervisor.
• Provide dotted-line support to marketing to align customer service with initiatives.
• Develop and implement strategies to enhance service delivery under the IL TCMP contract.
• Supervise Community Liaisons and build relationships with community stakeholders.
• Monitor performance metrics and deliver training to improve skills and SLAs.

Skills

End user support

Leadership

Travel up to 20%

Education

Bachelor's degree in Computer Science or Information Systems, business or related field

Job description

Telligen is seeking a Senior Support Manager to lead the Customer Service team supporting the IL Tailored Care Management Program. The role oversees community liaisons, appeals specialists, and contact center staff, with a focus on strategy, engagement, and performance under a hybrid work model.

Hybrid onsite days are required at Oak Brook, IL or West Des Moines, IA, with up to 20% travel. You will report to senior leadership and partner with marketing to enhance service delivery and client