Manager - Global Service Center

At Blue Cross Blue Shield Global SolutionsSM (BCBS Global SolutionsSM), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that is simple, efficient and human. Whether our customers live, work, travel or study abroad, we give them the confidence and peace of mind to say yes to new possibilities.

About the role

You're a customer-first leader who is passionate about helping people navigate healthcare with confidence, especially when they're far from home. You know great service doesn't happen by accident—it happens when talented people have the right support, technology and tools to do their best work. That's why you're committed to building high-performing teams, improving the way work gets done, and creating experiences that are seamless for customers and meaningful for the people who support them.

You’re someone who:

• Leads with a customer-first mindset and creates a culture of accountability, engagement, and continuous improvement
• Balances operational excellence with empathy, coaching, and team development
• Uses data and performance insights to identify trends, solve problems, and improve outcomes
• Enjoys partnering across functions to drive innovation, automation, and process enhancements
• Thrives in dynamic environments where priorities evolve and customer needs come first

Responsibilities

• Service Center Operations & Performance
  • Lead daily operations across voice and digital service channels
  • Ensure service levels, response times, quality standards, and seamless customer support coverage
  • Monitor contact volumes, queue performance, and workforce operations
• Team Leadership & Development
  • Build a high-performing, customer-focused culture by coaching, developing and empowering supervisors and frontline team members
  • Oversee hiring, onboarding, training, and performance management
  • Drive engagement, recognition, and professional development
• Customer Experience & Continuous Improvement
  • Analyze customer feedback, VoC insights, and performance data
  • Improve resolution times, satisfaction and end-to-end customer journeys
  • Support automation, AI-assisted capabilities, and self-service tools
• Vendor & Partner Management
  • Manage outsourced partners and vendor performance
  • Ensure compliance with SLAs, quality standards, and regulations
• Technology & Channel Optimization
  • Optimize CRM, telephony, and digital engagement platforms
  • Support omnichannel service strategies and identify opportunities for continuous innovation

What success looks like

The Manager, Global Service Center will be expected to drive measurable improvements in:

• Customer satisfaction, service quality, and first-contact resolution
• Service levels and response times across voice and digital channels
• Employee engagement, retention, and team development
• Operational efficiency through process improvements and automation
• Continuous improvement of customer journeys and service experience

Requirements

• Bachelor’s degree or equivalent experience
• 3–5+ years of service center or customer experience leadership experience
• Experience managing omnichannel operations
• Strong analytical, operational, and workforce planning skills
• Proven success leading teams and driving performance improvement

Preferred Qualifications

• Salesforce, Genesys, NICE, or similar platform experience
• Experience supporting global customers, distributed teams or 24/7 service operations
• Digital transformation and AI-assisted service experience
• Vendor/BPO management experience
• Health insurance or healthcare experience
• Blue Cross Blue Shield experience

Benefits

• Competitive base pay + annual bonus
• Competitive medical plans
• Telemedicine services
• Paid parental leave
• Employee assistance and wellness support
• Free international healthcare coverage
• Remote work model
• Work-abroad arrangements
• Generous PTO
• Paid holidays, floating holiday, and volunteer day
• Tuition reimbursement
• Career development opportunities
• 401(k) with company match
• Pet insurance, identity theft, and legal coverage