Customer Relations Operations Manager

About the role

The Customer Relations Operations Manager leads all Medicaid Customer Relations Operations, serving as the primary point of contact for call center and mailroom functions while ensuring exceptional service delivery to recipients, providers, and agency stakeholders.

Responsibilities

• Serve as the primary point of contact for Alabama Medicaid CPMS Customer Relations Operations.
• Oversee Call Centers and Mailroom services.
• Lead and support Call Center Managers.
• Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded.
• Conduct audits and present quarterly agency reports.
• Maintain customer satisfaction and drive continuous improvement.

Requirements

• Bachelor’s degree in computer science, Information Systems, Healthcare Administration, Business Administration, or equivalent combination of education and experience.
• 8+ years managing Medicaid or major healthcare payer operations.
• Strong call center leadership experience.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced, high-stress environment.
• Must complete a background check that includes fingerprinting.

Preferred Qualifications

• Medicaid program support experience.
• Government healthcare contract experience.
• Executive stakeholder presentation experience.

Benefits

At Conduent, we offer:

• Health and Welfare Benefits.
• Retailer Discounts.
• Career Growth Opportunities.
• Paid Training.
• Paid Time Off.
• Great Work Environment.

Pay

The estimated salary for this role is $97,790-$127,000. Actual salaries may vary based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time.