Service Center Operations Leader

Covered California; California; On-site; USD 120,000 - 180,000; Full time

Job summary

Covered California is seeking a Service Center Operations Chief to lead a large, high-volume service center and its supervisory team. The role focuses on managing operations, ensuring service levels, and guiding process improvements in response to health plan options and customer inquiries.

The ideal candidate brings extensive leadership experience in public health or health care operations, a track record of coaching staff, and a knack for implementing data-driven strategies to improve outcomes

Qualifications

• Five or more years of progressively responsible experience managing or leading high-volume service-center, call-center, public health, health care, insurance, or comparable consumer-service operations.
• Five or more years of direct supervision or formal staff leadership, including coaching and development, workload assignment, performance management, conflict resolution, and employee accountability.
• Three or more years of experience managing complex, high-volume workloads involving prioritization, service levels, quality, productivity, escalations, complaints, appeals, grievances, or complex case resolution.
• Three or more years of experience developing or revising procedures, task guides, training materials, or process improvements based on policy changes, operational needs, quality findings, or data trends.
• Two or more years of experience using workload, quality, performance, customer relationship management, workforce-management, or comparable data to identify trends, make recommendations, improve outcomes, and communicate changes across teams.

Responsibilities

• Manage and oversee operational activities of a specified Service Center with multiple supervisory levels and hundreds of staff.
• Ensure adherence to service levels, quality standards, and policy requirements; drive improvements and resolve escalations.

Skills

People leadership

High-volume operations

Performance management

Procedures development

Data-driven decision making

Job description

Covered California is seeking a Service Center Operations Chief to lead a large, high-volume service center and its supervisory team. The role focuses on managing operations, ensuring service levels, and guiding process improvements in response to health plan options and customer inquiries.

The ideal candidate brings extensive leadership experience in public health or health care operations, a track record of coaching staff, and a knack for implementing data-driven strategies to improve outcomes