Manager, Customer Operations

Norfolk, VA | First (Days) shift

About the role

The Customer Operations Manager oversees the delivery of exceptional customer service, streamlines operational processes, and ensures compliance with industry regulations. This role is responsible for member/patient satisfaction, retention, and growth by efficiently delivering competitive, consumer-focused services through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.

Responsibilities

• Oversee the day-to-day operations of the customer service team, ensuring timely and effective resolution of customer inquiries.
• Develop and implement customer service policies, procedures, and workflows to enhance efficiency and quality of service.
• Monitor and analyze customer feedback, identifying trends and opportunities for improvement.
• Act as the primary escalation point for complex customer issues, ensuring satisfactory resolution.

Requirements

• Bachelor’s degree (Required)
• 5 years of related experience (Required)
• Patient experience and leadership experience (Preferred)
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and Power BI (Preferred)
• Experience analyzing and identifying trends in data (Preferred)
• Comfortable presenting to large groups (Preferred)

Benefits

• Medical, dental, and vision plans
• Adoption, fertility, and surrogacy reimbursement up to $10,000
• Paid time off and sick leave
• Paid parental and family caregiver leave
• Emergency backup care
• Long-term, short-term disability, and critical illness plans
• Life insurance
• 401k/403B with employer match
• Tuition assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student debt pay down – $10,000
• Pet insurance
• Legal resources plan
• Opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria are met

About the organization

Sentara Norfolk General Hospital, located in Norfolk, VA, is a 525-bed tertiary care facility and home to the only Level I Adult Trauma Center and burn trauma unit in Hampton Roads. It also serves as the primary teaching hospital for Eastern Virginia Medical School. The hospital specializes in heart and vascular care, neurosciences, neurosurgery, urology, oncology, spine care, advanced imaging, behavioral health, maternity, and women’s health, including a state-of-the-art neonatal intensive care unit. As a recognized accredited Comprehensive Stroke Center and Magnet hospital for nursing excellence, Sentara is committed to improving health every day.