Senior Manager, Customer Service (DentaQuest)

Job Description

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work in the contiguous states plus AK. 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.

Provides leadership for frontline production teams and managers, monitors operational performance against service level and contractual expectations, and drives continuous improvement in quality, accuracy, call routing, knowledge management, and customer experience.

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

Comprehensive benefits package including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.

Employee Retirement Plan with a 401(k) employer match, stock purchase options, and an employer-funded retirement account.

Flexible, inclusive, and collaborative work environment that supports career growth.

Equal Opportunity Employer

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.