Senior Manager, Client Management Operations

VSP Vision; United States; Remote; USD 95,000 - 152,000; Full time

Job summary

VSP Vision seeks a senior operations leader to oversee budgeting, staffing, and resource planning, while directing strategic systems and services to meet business needs. You will drive workflow adoption, evaluate enterprise technologies, and partner with leadership to address complex challenges.

Responsibilities include training coordination, SLA development, and driving cost-effective process improvements with cross-functional teams. Strong communication and leadership are essential.

Qualifications

• Typically has a bachelor’s degree or equivalent experience.
• Minimum of 3 years of management experience with supervision responsibilities.
• Experience in a fast-paced production environment is preferred.
• Proven ability to analyze processes and drive improvements.
• Strong communication and relationship-building with business partners.

Responsibilities

• Provide management oversight in budgeting, staffing, resource planning, and change management.
• Provide strategic direction and management of systems and services to meet business needs.
• Lead planning, support, and adoption of workflow processes and systems.
• Evaluate system requirements and limitations for opportunities across the enterprise.
• Develop and maintain enterprise-wide service level agreements and monitoring methods.
• Identify training needs and coordinate training programs with the training unit.
• Manage internal resources to deliver automated solutions as agreed.
• Establish relationships with direct reports and monitor performance with feedback.
• Collaborate to develop development plans and coordinate with training.
• Seek process improvements to reduce administrative costs while preserving service quality.

Skills

Management experience

Hiring and training

Interpersonal skills

Project management

Analytical skills

Communication skills

Education

Bachelor's degree or related field

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

Typically has the following skills or abilities:

• 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
• #LI-VISIONCARE

Compensation

The role's salary ranges are 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 part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, 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.

As a regular part of doing business, VSP Vision (VSP) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to Information Security and Privacy Policies.