Solutions Management Lead for Customer Excellence

Feedinkoo; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

FinThrive seeks a Manager, Solutions Management to lead and optimize a team focused on delivering exceptional client service and product support. You will drive best practices across functions, manage workloads, and mentor staff to ensure high-quality outcomes for healthcare clients.

The role requires hands-on leadership, strong communication, and the ability to coordinate with stakeholders at all levels while maintaining a focus on client satisfaction and process excellence.

Qualifications

• Experience in healthcare industry is required.
• 2+ years of management experience.
• 2+ years of business process management or Lean methodologies experience.
• Excellent verbal and written communication skills.
• Strong problem solving and critical thinking abilities.
• Proven experience managing people and resources.
• Experience in customer support and handling complex client accounts.
• Ability to work effectively in a team with tight deadlines.
• Strong time management and organizational skills.
• Proficiency with MS Office products.

Responsibilities

• Provide leadership and direction for Solutions Management team with focus on customer service.
• Drive consistency of practices across Solutions Management to improve customer experience.
• Manage backlog and workload with oversight of case management.
• Staff and balance workload with appropriate skill mix.
• Meet with team and direct reports to discuss progress and support client satisfaction.
• Provide training and guidance to staff.
• Assign and review work tasks.
• Oversee difficult clients to promote success and satisfaction.
• Set performance standards for the team’s work quality.
• Review team metrics weekly to improve efficiency.
• Interview candidates and make hiring recommendations.
• Onboard new staff with policy and role expectations.
• Create internal and external documentation as needed.
• Communicate with client sponsor and senior management as appropriate.
• Serve as escalation point.

Skills

Healthcare industry experience

Management experience

Lean methodologies or BPM experience

Communication skills

Problem solving / critical thinking

People management

Customer support knowledge

Team collaboration

Time management

MS Office proficiency

Education

Bachelor’s Degree in a related field

Tools

Salesforce

MS Office

Job description

FinThrive seeks a Manager, Solutions Management to lead and optimize a team focused on delivering exceptional client service and product support. You will drive best practices across functions, manage workloads, and mentor staff to ensure high-quality outcomes for healthcare clients.

The role requires hands-on leadership, strong communication, and the ability to coordinate with stakeholders at all levels while maintaining a focus on client satisfaction and process excellence.