Senior Manager, Customer Service (DentaQuest)

Job Description

The opportunity: Leads and oversees customer service operations for assigned Government and strategic contact center functions, ensuring effective delivery of member, provider, client, and internal support services.

Serves as a key operational liaison across Workforce Management, Learning and Development, Quality Assurance, Client Engagement, Information Technology, vendor partners, and business leadership to support service delivery, incident response, technology readiness, and implementation of new tools and processes.

What You Will Bring with You

• 8+ years of customer service operations, contact center, health care operations, or related experience; government program or regulated contact center experience preferred.
• 5+ years of leadership or contact center management experience, including direct people leadership and management of managers or leads.
• Bachelor’s degree or equivalent combination of education and relevant experience.
• Strong understanding of contact center operations, workforce management concepts, call routing, queue management, service level performance, quality monitoring, and operational reporting.
• Experience partnering with Information Technology, business readiness, and operational stakeholders on system implementations, incident response, user acceptance testing, and production support.
• Ability to interpret operational data, identify trends, assess business impact, and recommend practical action plans.
• Strong written and verbal communication skills, including ability to prepare clear guidance for leaders, agents, business process outsourcing partners, clients, and cross-functional stakeholders.
• Demonstrated ability to lead in a fast-paced, changing environment while balancing service delivery, compliance, quality, employee engagement, and customer experience.
• Strong facilitation, problem-solving, collaboration, relationship management, and conflict-resolution skills.
• Proficiency with Microsoft Office applications and ability to learn and use contact center platforms, reporting tools, knowledge management systems, telephony tools, and enterprise workflow applications.

KEY COMPETENCIES

• Operational leadership and accountability
• Customer and client focus
• Cross-functional collaboration and influence
• Change leadership and technology adoption
• Data-driven decision making
• Communication, coaching, and team development
• Process improvement and risk mitigation

Physical Demands

Ability to sit at computer terminal for extended periods of time.

Salary

$64,700 - 97,100

Benefits

Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business.

We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate.

We encourage applications from qualified individuals from all backgrounds.

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