Senior Support Manager

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

As the Senior Support Manager, you will serve as the Customer Service Director for the Illinois Targeted Case Management Program (IL TCMP) contract. This pivotal role is responsible for overseeing and optimizing customer service operations to ensure exceptional support and satisfaction for community members. You will lead a dynamic team, including community liaisons, grievances & appeals specialists, and a team of contact center client service specialists.

This is a hybrid position, requiring onsite days on Mondays and Fridays, from either our Oak Brook, IL office or West Des Moines, IA office.

The Illinois Tailored Care Management Program helps individuals with complex health and social needs transition from nursing facilities and Specialized Mental Health Rehabilitation Facilities (SMHRFs) to community-based living. Through person-centered care management and coordinated support services, the program empowers members to live more independently and thrive in their communities.

What You'll Do:

Leadership and Management:

• Direct and manage the Customer Service team, including four Community Liaisons, one Contact Center Supervisor
• Provide dotted-line management and support to the marketing specialist to align customer service efforts with marketing initiatives

Strategic Planning:

• Develop and implement strategies to enhance customer service delivery and client satisfaction under the IL TCMP contract
• Identify areas for process improvement and lead initiatives to streamline operations and increase efficiency

Community Engagement:

• Supervise Community Liaisons to ensure effective outreach and engagement within the community
• Foster strong relationships with community stakeholders to support program goals and client needs

Team Collaboration:

• Work closely with the Contact Center Supervisor to manage day-to-day operations and ensure high levels of service

Performance Monitoring:

• Monitor team performance metrics and implement corrective actions as needed to meet service level agreements (SLAs) and performance targets
• Conduct regular training and development sessions to enhance team skills and knowledge

Stakeholder Communication:

• Serve as the primary point of contact for client service-related matters, liaising with internal and external stakeholders as required
• Prepare and present reports on team performance, client satisfaction, and operational metrics to senior management

Required Skills and Experience:

• Four-year degree in Computer Science or Information Systems, business or related field and/or equivalent training and/or experience
• 3 – 5 years’ experience in providing end user support
• 7 - 10 years’ experience managing a professional support staff
• Ability to travel locally and overnight up to 20%

This is a hybrid position, requiring onsite days on Mondays and Fridays, from either our Oak Brook, IL office or West Des Moines, IA office.

Preferred Skills and Experience:

• Experience with government contracts preferred

Who We Are:

Telligen is one of the most respected population health management organizations in the country. We offer clinical, analytical, and technical expertise to support local, Tribal, and national partners, state and federal government programs, and employers and health plans.

Over our 50-year history, health care has evolved - and so have we. What hasn't changed is our deep commitment to those we serve. Our success is built on our ability to adapt, respond to client needs and deliver innovative, mission-driven solutions.

Our business is our people and we’re seeking talented individuals who share our passion and are ready to take ownership, make an impact and help shape the future of health.

Are you Ready?

Benefits:

A general description of the benefits and other compensation available for this position can be found in Telligen's Benefits Summary.

We’re on a mission to transform lives and economies by improving health.

Ownership:As a 100% employee-owned company, our employee-owners drive our business and share in our success.

Community:We show up - for our clients, our communities and each other. Being a responsible corporate partner is part of who we are.

Ingenuity:We value bold ideas and calculated risks. Innovation thrives when we challenge the status quo and listen to diverse perspectives.

Integrity:We foster a respectful, inclusive, and collaborative environment built on trust and excellence.

Thank you for your interest in Telligen!

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Telligen and our affiliates are Equal Opportunity Employers and E-Verify Participants.

Telligen will not provide sponsorship for this position. If you will require sponsorship for work authorization now or in the future, we cannot consider your application at this time. We will not accept 3rd party solicitations from outside staffing firms.

Telligen is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, protected veteran status, disability or any other protected class.

Telligen is committed to ensuring that our employment process is open to all individuals, and provides reasonable accommodations to individuals who need assistance during any part of the employment process due to a disability, medical condition, or physical or mental impairment. Reasonable accommodations are considered on a case-by-base basis.