Senior Manager, Client Management Operations

VSP Vision Care; United States; On-site; USD 95,000 - 152,000; Full time

Job summary

VSP Vision Care is seeking an experienced leader to oversee budgeting, staffing, and change management while steering the strategic direction of systems and services to align with business needs.

The role includes coordinating client management services, leading workflow adoption, and maintaining enterprise SLAs. Strong communication, organizational, and analytical skills are required to drive cross-functional success in a fast-paced environment.

Qualifications

• Bachelor’s degree in related field or equivalent experience.
• Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work, and managing performance of direct reports.
• Previous experience in a fast-paced production environment.
• Demonstrated ability to provide services and support for complex systems or issues.
• Excellent interpersonal skills to facilitate, educate, and build strong business partner relationships.
• Strong team-building and collaboration skills.
• Strong organizational and project management skills.
• Proficient with spreadsheet and word processing applications; ability to work with a variety of system applications.
• Ability to analyze work processes and make recommendations to improve department efficiency.
• Excellent problem-solving and analytical skills.
• Excellent verbal and written communication skills, including the ability to present technical information in a user-friendly format.

Responsibilities

• Provide management oversight in budgeting, staffing, resource planning, and change management.
• Provide strategic direction and management of systems and services ensuring they meet business needs.
• Support planning and management activities for Client Management services.
• Lead planning, support, and adoption of workflow processes and systems.
• Evaluate technical systems, requirements, and limitations for opportunities across the enterprise.
• Remain agile in addressing changing business needs through technical and business process solutions.
• Develop and maintain strategic partnerships with leadership and executives, delivering customer-focused responses to challenges.
• Identify training needs and coordinate programs with the training unit.
• Develop and maintain enterprise-wide SLAs and monitoring methods.
• Analyze and report on deviations from expectations and performance.
• Manage internal resources to deliver automated solutions; manage expectations around meeting business needs.
• Contribute to development of strategic and tactical goals and objectives for the division.
• Demonstrate leadership to reduce administrative costs and drive savings.
• Identify, diagnose, and address issues causing service degradation.
• Coordinate with other units to resolve workflow, production, and escalated inquiries.

Skills

Leadership

Communication

Problem-solving

Project management

Interpersonal skills

Team-building

Organizational skills

Coaching & feedback

Analytical thinking

Education

Bachelor’s degree in related field

Equivalent experience

Job description

• Provide management oversight in the areas of budgeting, staffing, resource planning, and change management.
• Provide strategic direction and management of systems and services ensuring they continuously meet business needs.
• Supports planning and management activities for Client Management services.
• Lead the successful planning, support, and adoption of the workflow processes and/or systems
• Continue to evaluate technical systems, system requirements, and limitations for opportunities across the enterprise
• Remain agile in addressing changing business needs through technical and business process solutions
• Develop and maintain strategic partnerships with leadership; provide business partners and key executives with customer perspective and facilitate timely response to complex business challenges and opportunities
• Identify, consolidate, and prioritize training needs and coordinate training programs with the training unit
• Develop and maintain enterprise-wide service level agreements and methods for monitoring service level agreements
• Analyze and report on achievement and causes of deviation from expectations
• Manage internal resources to ensure business needs are clearly understood then delivered as agreed for automated solutions
• Similarly, manage expectations regarding the agreements for meeting the business needs
• Contribute to the development of strategic and tactical goals, initiatives, and objectives for the division
• Demonstrate leadership and initiative to reduce administrative costs by working with others to achieve savings
• Identify, analyze, and diagnose issues that cause service degradation
• Coordinate with other units/departments to facilitate special requests, resolve workflow issues, production issues, and escalated customer inquiries
• Be alert to customer trends and potential problems developing that negatively impact service, and resolve issues as appropriate
• Recommend and implement procedural and system changes to deliver quality service to internal and external customers
• Seek out process improvements that result in administrative cost savings without a negative impact to the quality of service provided to customers
• Establish effective relationships with direct reports and maintain/improve employee satisfaction as defined through company measurements including upward evaluation, employee satisfaction survey, retention, etc.
• Monitor performance of direct reports. Provide prompt and objective feedback, coaching, and counseling, including corrective action plans as appropriate
• Collaborate to develop individual development plans for all staff
• Coordinate with training department to ensure all staff receives appropriate training

Job Specifications

• Bachelor’s degree in related field or equivalent experience; Minimum of 1 additional year of experience related to functional area
• Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work, and managing performance of direct reports
• Previous experience in a fast-paced production environment
• Demonstrated ability to provide services and support for complex systems or issues
• Excellent interpersonal skills to facilitate, educate, and build strong business partner relationships
• Strong team-building and collaboration skills
• Strong organizational and project management skills
• Proficient with spreadsheet and word processing applications; ability to work with a variety of system applications
• Ability to analyze work processes and make recommendations to improve department efficiency
• Excellent problem-solving and analytical skills
• Excellent verbal and written communication skills, including the ability to present technical information in a user-friendly format

Preferred Skills

• Experience with Encounter and Compliance and managing technical team
• Experience overseeing teams responsible for Electronic Data Interchange (EDI) file transmission operations and support infrastructure
• Experience processing and managing EDI ANSI X12 837 Benefit Enrollment and Maintenance transaction sets for healthcare membership data exchanges
• Proficient in Medicare and Medicaid program requirements and product specifications for government healthcare programs

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.

Salary Ranges: $94,500.00 - $152,250.00

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.