Director, Customer Service, DentaQuest

About the Company

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners, and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. With more than 6,400 employees and associates in partner dental practices, Sun Life operates nationwide. The company is driven by its Purpose: helping Clients achieve lifetime financial security and live healthier lives. Values such as caring, authenticity, boldness, inspiration, and impact shape how teams work together.

About the Role

Sun Life embraces a hybrid work model, balancing in-office collaboration with the flexibility of virtual work. Team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.

The Customer Service Director ensures all specialty markets are serviced with accuracy and efficiency by maximizing resources through shared utilization. This role works closely with Dental management to reduce loss ratios through appropriate PCD assignments, minimizes reliance on regular and temporary staff by leveraging co-sourcing partnerships, and manages co-sourcing vendor performance to meet service level expectations. The Director achieves superior call center performance through operational, quality, and resource management that meets or exceeds member, customer, and provider expectations while aligning with corporate goals.

Responsibilities

• Work with co-sourcing vendor to maximize utilization by identifying call types that can be outsourced.
• Understand all contractual requirements of assignment markets.
• Drive the organization to meet or exceed service level requirements.
• Encourage the use of various access channels (phone, email, chat, web portal) to minimize calls that can be handled via self-service.
• Identify process improvement opportunities and implement changes as needed.
• Collaborate with internal and external customers to ensure Specialty Services responds to their needs.
• Conduct regular customer satisfaction surveys to measure overall member satisfaction.
• Operate within legislative and privacy compliance guidelines.
• Ensure timely hiring and training of staff supporting Specialty markets.
• Establish meaningful goals and metrics for all pertinent functions as they pertain to internal and external expectations.
• Support and encourage process reviews and quality audits of operations and customer service functions, incorporating results into performance evaluations.
• Influence new membership growth and existing membership retention through effective customer service management.
• Actively participate with Directors and Executives in developing annual and ongoing corporate goals, including strategic and tactical initiatives for successful implementation.
• Perform leadership functions for varied corporate initiatives.
• Serve as an integral member of the Project Priority Committee to prioritize corporate IT initiatives and manage company-wide expectations through effective project processes, monitoring, and communication.
• Ensure Executives receive appropriate updates and notifications of potential business risks.
• Establish and maintain an environment where new ideas and solutions are encouraged, evaluated, quantified, and implemented.
• Influence staff to achieve organizational and corporate objectives while helping employees understand current and new business directions.
• Maintain a positive work climate and culture while managing change.
• Implement and monitor tactical business plans for redesigned processes to ensure smooth and measurable implementation.
• Challenge, manage, and motivate operational staff to be responsive to performance expectations in a rapidly changing work environment.
• Ensure personnel are properly selected, assigned, trained, and motivated to accomplish results necessary for successful operations.
• Coach direct reports and staff to reach their full potential.
• Promote and execute development plans that strengthen and broaden staff skill sets critical to current and future job performance.
• Anticipate resource needs, establish appropriate priorities, and eliminate unnecessary functions.
• Balance short-term consequences against long-term strategic vision.
• Recognize and promote diversity.
• Maintain proactive communications with staff and management to disseminate departmental, cross-departmental, and corporate initiatives, successes, and goals.
• Establish and maintain strong collaborative working relationships with other function directors and managers to ensure all process and work interdependencies are identified and addressed.
• Perform other duties as assigned.

Requirements

• Bachelor’s Degree with 8 years of Customer Service/Call Center experience or equivalent.
• 5 years of previous experience in healthcare/dental care.
• Working knowledge of call center and operation metrics, reporting tools, scheduling and staffing tools, and quality control/call monitoring processes.
• 5 years of previous management experience.
• Advanced proficiency in Microsoft platform applications: Word, Excel, PowerPoint, MS Project, Outlook, SharePoint, and Visio.
• Strong project management skills and techniques.
• General knowledge of Internet and Intranet.
• Strong interpersonal and communication skills.
• Ability to manage multiple priorities and adapt to changing conditions.
• Demonstrated achievements in project management leadership.
• A team-oriented leadership style with the ability to motivate others.
• Willingness to attend additional training as requested or deemed necessary.
• Ability to communicate effectively.
• Light physical effort required (up to 25 lbs.).
• Manual dexterity and sitting required for position responsibilities (e.g., use of personal computer).
• Ability to travel or move about within and outside serviced facilities.
• Works primarily in a private or shared office environment.

Pay

The salary range for this role is $114,600 - $171,900. The actual base salary will be determined based on skills, qualifications, experience, education, and geographic location. This position is also eligible for a discretionary annual incentive award based on individual performance and overall business performance.

Benefits

• Generous vacation and sick time.
• Market-leading paid family, parental, and adoption leave.
• Medical coverage.
• Company-paid life and AD&D insurance.
• Disability programs.
• Partially paid sabbatical program.
• 401(k) employer match.
• Stock purchase options.
• Employer-funded retirement account.
• Flexible, inclusive, and collaborative work environment supporting career growth.