Operations Manager

About the role

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

Responsibilities

• Manage project budgets, hours, and tasks for operations team members.
• Manage work assignments to project and contract scope.
• Build and maintain client trust.
• Identify and implement AI solutions into inquiry response and call center operations to streamline operations and implement efficiencies.
• Run a call center operations toll-free number.
• Provide guidance, work leadership, and mentoring to a remote team of Healthcare Business Administrators and Training professionals who respond to policy and programmatic questions about the Affordable Care Act (ACA).
• Lead, mentor, and manage a team of Inquiry Response agents/Customer Service Representatives.
• Work with client leadership daily on open issues, cases, and overall mailbox trends.
• Proofread responses to ensure consistency with internal standards.
• Attend or facilitate client meetings to identify business needs and provide recommendations for approaches to solving challenges with operations techniques.
• Coach the team on errors and hold them accountable when standards are not met.
• Review trends and complaint data to identify patterns and opportunities for improvement.
• Ensure the team delivers empathetic, accurate, policy-aligned support across all channels (phone, email).
• Collaborate with cross-functional teams to document inquiry responses for ongoing regulatory changes that affect in-person assisters and health care consumers with a high degree of organization and attention to detail.
• Review other team member’s inquiry responses for quality and accuracy of response, format, and grammar.
• Participate in client meetings and document notes in a clear and concise manner.
• Analyze training needs and clearly define work products needed for all applicable team roles.
• Create internal and external training materials including: desk guides, quick reference guides, job aids, SOPs, and KBAs.
• Collaborate with other program teams to ensure consistency in customer service approaches and to operational needs, including: prompt responses to customer inquiries and requests, project scope and schedule management, client satisfaction management, process improvements, training and other skill enhancement needs, standards, and helpdesk solutions.
• Communicate complex policy information clearly and in a well-organized manner.
• Provide updates to project schedules and reporting on milestones, project progress, and other operational metrics.
• Complete User Acceptance Testing (UAT) and coordinate signoff from business owners after UAT.

Requirements

• Bachelor’s degree and 5+ years of relevant full-time work experience managing a call center and operation inbox's.
• Experience implementing AI solutions into call center functions.
• Experience working with the Centers for Medicare and Medicaid Services and working knowledge of the Affordable Care Act and/or related issues.
• Experience leading and managing a team, mentoring and providing performance management, and delegating work assignments.
• Experience working in a Salesforce software application development environment.
• Excellent written and oral communication skills with demonstrated presentation and public speaking skills.
• Sound analytic, problem-solving, customer service, and qualitative skills.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Proficient using MS products, including MS Word, MS PowerPoint, and MS Excel.
• Experience tracking deliverables and metrics, and presenting results to customers and senior leadership.
• Experience providing demonstrations, virtual trainings, and responding to process questions.
• Experience using JIRA, SharePoint, Teams, and Confluence.
• Candidate must be able to obtain T4 Public Trust clearance.
• Candidate must have resided in the U.S. three out of the last five years.

Qualifications

• Bachelor’s degree.
• 5+ years of relevant full-time work experience managing a call center and operation inbox's.
• Experience implementing AI solutions into call center functions.
• Experience working with the Centers for Medicare and Medicaid Services and working knowledge of the Affordable Care Act and/or related issues.
• Experience leading and managing a team, mentoring and providing performance management, and delegating work assignments.
• Experience working in a Salesforce software application development environment.
• Excellent written and oral communication skills with demonstrated presentation and public speaking skills.
• Sound analytic, problem-solving, customer service, and qualitative skills.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Proficient using MS products, including MS Word, MS PowerPoint, and MS Excel.
• Experience tracking deliverables and metrics, and presenting results to customers and senior leadership.
• Experience providing demonstrations, virtual trainings, and responding to process questions.
• Experience using JIRA, SharePoint, Teams, and Confluence.
• Candidate must be able to obtain T4 Public Trust clearance.
• Candidate must have resided in the U.S. three out of the last five years.

Skills

• Call Center Operations
• Center for Medicare and Medicaid Services
• Healthcare Policies
• Leadership
• Program Operations

Benefits

GDIT offers comprehensive benefits and wellness packages, a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match, and competitive pay and paid time off.

Pay

The likely salary range for this position is $97,968 - $132,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Schedule

Scheduled Weekly Hours: 40

Travel Required: None

Telecommuting Options: Remote Work Location: Any Location / Remote