Onsite Sr Manager Florida Blue Center (Cape Coral, FL)

Manage all aspects and functions in the Florida Blue Center to ensure meaningful, informative, and supportive in-center customer encounters that result in high satisfaction.

Must obtain a State of Florida 2-40 License within 60 days of hire. Occasional travel with overnight stays may be required.

Responsibilities

Marketing & Community

• Develop and execute tactical marketing plans to generate traffic, support membership, and create positive brand awareness within a specific budget.
• Collaborate with corporate and Florida Blue marketing resources to initiate local plans that integrate with broader efforts.
• Manage local marketing budget, achieving target ROI for execution tactics or taking corrective action as needed.
• Analyze and report results of local marketing efforts with other stores, centers, and appropriate corporate staff.
• Work closely with marketing and local leadership to promote the company brand, build customer relationships and loyalty, and support achievement of business objectives in the region.
• Participate in community activities and local organizations.
• Communicate and promote the brand to business and community leaders.

Operations

• Manage operations of the Florida Blue Center to meet or exceed performance goals related to sales, service, care/wellness support, traffic, customer satisfaction, and loyalty.
• Manage non-exempt and exempt staff and functions to ensure sales, service, and care/navigation goals and objectives are met.
• Track, analyze, and report on Florida Blue Center performance, working closely with corporate staff and leaders to take corrective actions as needed (e.g., traffic, revenue, sales, biometrics provided, health coaching, navigation services, customer satisfaction feedback, issue resolution, consults).
• Work with key functional areas to develop local marketing and awareness efforts and service referral processes.
• Respond to public requests and inquiries (e.g., employment, sponsorships, general inquiries).
• Regularly participate in Florida Blue Center performance discussions and reviews with key functional leaders.
• Manage security and safeguard people, personal data, cash and financial transactions, and real estate assets (furnishings, equipment, etc.).
• Develop and distribute reports on Florida Blue Center performance.
• Monitor and replace or acquire supplies and resources required for efficient and effective operations.
• Develop concepts and ideas to incent performance (e.g., sales contests, sales programs, member engagement programs); execute or coordinate/integrate with other areas.
• Schedule staff as appropriate to meet the needs of customers.
• Ensure appropriate Florida Blue Center procedures and processes are followed, tools are available, and store appearance reflects Florida Blue’s standards (including contact/lead or care support tracking and follow-up for all customers).
• Implement and maintain member retention plans, in concert with corporate and/or Sales sponsored retention programs.
• Manage the physical site and facilities to ensure the property is maintained, including interior, parking lot, and landscaping.
• Conduct sales and member tools and ‘my account’ education.
• Responsible for compliance with corporate policies and procedures, including Florida Blue Center specific guidelines such as the planogram and operational SOPs.
• Manage member and non-member escalations and execute health fairs and other center events.

Team

• Create a work environment that supports and encourages creativity, customer commitment, teamwork, enthusiasm, and personal growth for a professional staff of 13-23 employees.
• Direct reports include non-exempt (Sales, Service, Team Lead) and exempt (Care and Community Specialist) staff.
• Motivate, empower, and coach employees to achieve business objectives and high performance.
• Develop staff to ensure proficiency and excellence in current roles and preparation for future roles.
• Ensure staff receive all training and communication required to effectively perform their specific functions according to corporate standards and guidelines.
• Provide coaching to staff regarding inappropriate or inadequate behaviors or other required improvement; ensure remedial training or additional development is obtained where appropriate.

Requirements

• 6+ years of related work experience, including at least 3 years managing cross-functional teams to achieve operational results.
• 3+ years of direct supervisory/management experience.
• Related Bachelor’s degree or additional equivalent work experience.
• Must obtain State of Florida 2-40 license within 60 days of hire.
• Demonstrated strategic leadership and planning abilities.
• Demonstrated ability to coach, lead, influence, and develop a high-performance team.
• Strong problem-solving and decision-making skills.
• Customer advocacy mindset.
• Knowledge of change management methodologies and principles.
• Experience in retail marketing, direct-to-consumer marketing, and/or marketing practices.
• Willingness to work flexible hours, including evenings, weekends, and holidays.
• Occasional travel with overnight stays.
• Effective verbal and written communication skills.
• Proficient with MS Word, Excel, PowerPoint, Internet, and web-based tools.

Preferred Qualifications

• Master’s degree.
• Experience in the insurance industry, physician’s office, hospital, or other healthcare positions.
• Experience in store/retail management.
• Bilingual (Spanish).

Physical Demands

• Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently to move objects.
• Ability to travel to multiple locations for work (e.g., meetings, events, conferences).
• Frequent exposure to outdoor weather conditions (cold, heat, wet, humidity).
• Frequent exposure to outdoor or warehouse conditions (loud noises, vibration, fumes, dust, odors, mists).

Benefits

• Medical, dental, vision, life, and global travel health insurance.
• Income protection benefits: life insurance, short- and long-term disability programs.
• Leave programs to support personal circumstances.
• Retirement Savings Plan including employer match.
• Paid time off, volunteer time off, 10 holidays, and 2 well-being days.
• Additional voluntary benefits and a comprehensive wellness program.

Pay

Typical annualized offer/hiring range: $76,400 - $95,500. Annualized salary range: $76,400 - $124,200. Final pay will be determined based on market competitiveness, internal equity, and job-related knowledge, skills, training, and experience.