Senior Operations Lead, Member Services Centers

Lantern; Dallas (TX); On-site; USD 95,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Short & Long Term Disability

Life Insurance

401k with company match

Paid Time Off

Job summary

Lantern is seeking an Operations Manager for Member Service Operations to lead the SMS and Lantern Outbound Contact Centers and guide Supervisors and the QA Lead toward strong performance and excellent member experience.

You will own reporting, optimize resources, and collaborate across functions, traveling up to 10%. A customer-centric mindset and coaching leadership are essential to success in this role.

Qualifications

• 5+ years of customer service or contact center experience, or Bachelor's degree (healthcare experience preferred).
• Experience managing and mentoring supervisors or frontline leadership.
• Familiarity with reporting and analytics tools (Salesforce preferred).
• Experience leading a contact center environment.
• Customer-centric focus with excellent written and verbal communication skills.
• Strong time and task management skills.
• Knowledge of care coordination and case management concepts preferred.
• Bilingual language skills preferred (English-Spanish or other).

Responsibilities

• Manage day-to-day operations of the SMS and Lantern Outbound Contact Centers.
• Set goals and metrics for the contact center(s).
• Monitor campaign and workflow progress and completion.
• Modify and pivot resources and technology to meet Lantern and member needs.
• Own monthly, quarterly, bi-annual, and annual performance reporting for leadership.
• Directly lead a team of four Supervisors and the QA Lead, and assist in overseeing the Lantern Outbound Manager.
• Coach and mentor staff in accordance with Lantern guidelines.
• Travel up to 10% and collaborate cross-functionally on initiatives.

Skills

Customer service

Leadership

Coaching

Mentoring

Communication

Time management

Agility

Ownership

Problem solving

Bilingual English/Spanish

Education

Bachelor's degree

Tools

Salesforce

Job description

Lantern is seeking an Operations Manager for Member Service Operations to lead the SMS and Lantern Outbound Contact Centers and guide Supervisors and the QA Lead toward strong performance and excellent member experience.

You will own reporting, optimize resources, and collaborate across functions, traveling up to 10%. A customer-centric mindset and coaching leadership are essential to success in this role.