Senior Manager, Contact Center - Digital and Channel Strategy

About the role

The Senior Manager, Member Support, leads Digital and Channel Transformation through strategic initiatives and executing implementation to enhance member experience. This role requires strong leadership in managing cross-functional teams, driving change management, and applying data-driven insights to improve service delivery. The position demands expertise in business planning, risk mitigation, and trend analysis to support continuous improvement and operational excellence. The Senior Manager will mentor team members, foster collaboration, and ensure alignment with organizational goals to achieve measurable outcomes and sustain high-quality customer engagement.

Responsibilities

• Lead and oversee Member Support Channel, Automation, and Self Serve Strategy & Implementation to ensure efficient and effective service delivery to our members.
• Develop, implement, and quantify strategic plans to enhance operational performance and customer satisfaction.
• Mentor and guide cross-functional teams to foster professional growth and achieve business objectives.
• Utilize data analysis and trend insights to identify opportunities for continuous improvement and risk mitigation.
• Drive change management initiatives and promote agile methodologies to adapt to evolving business needs.
• Collaborate with 4 in the box stakeholders to align business planning and operational goals.
• Demonstrate thought leadership and take ownership of key projects and challenges.

Requirements

• Proven experience in leading contact center operations with a focus on operational performance management and risk mitigation.
• Strong problem-solving skills combined with strategic communication abilities to drive business planning and change management initiatives.
• Demonstrated thought leadership and mentorship capabilities to develop and guide cross-functional teams effectively.
• Expertise in applying agile methodology and data analysis to optimize contact center processes and enhance customer experience.
• Ability to take extreme ownership and lead complex projects while fostering collaboration across teams.
• In-depth product knowledge to align contact center strategies with organizational goals and market trends.

Qualifications

• Option 1: Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 4 years’ experience in retail management, business, technology, communications, or related area.
• Option 2: 6 years’ experience in business, technology, communications, or related area. 2 years’ supervisory experience.
• 5 years’ experience in customer service, contact center, service desk, or related area.

Skills

• Leadership in managing cross-functional teams.
• Strategic communication abilities.
• Data analysis and trend insights.
• Able to drive business planning and change management initiatives.
• Expertise in applying agile methodology.
• Thought leadership and mentorship capabilities.
• Collaboration with 4 in the box stakeholders.
• Ownership of key projects and challenges.

Benefits

• Competitive pay as well as performance-based bonus awards.
• Health benefits including medical, vision, and dental coverage.
• Financial benefits such as 401(k), stock purchase, and company-paid life insurance.
• Paid time off benefits including PTO, parental leave, family care leave, bereavement, jury duty, and voting.
• Short-term and long-term disability, company discounts, military leave pay, adoption and surrogacy expense reimbursement, and more.
• Lifetime learning benefits through Live Better U.

Pay

The annual salary range for this position is $80,000.00 - $155,000.00. Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include Regional Pay Zone (RPZ) (based on location).