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Senior Manager, Customer Experience and Payment Integration
Location
United States
Posted
91 days ago
Salary
$94.5K - $152K / year
Seniority
Lead
No structured requirement data.
Job Description
Senior Manager, Customer Experience and Payment Integration
VSP Vision Care
Oversee planning and management activities for Customer Experience and Payment Integration (CE/PI). Provide management oversight in the areas of budgeting, staffing, resource planning, and change management. Provide strategic direction and leadership in managing, deploying, and maintaining flexible product and payment systems ensuring they continuously meet business needs. Continually evaluate technical platforms, operating systems, system requirements, and limitations for use across the enterprise Lead the successful planning, implementation, and adoption of the Product and Claims systems Remain agile in addressing changing business needs through technical platform solutions Develop and maintain strategic partnerships with Division Management Teams; provide business partners and key executives with customer perspective and facilitate timely response to complex business challenges and opportunities Identify, consolidate, and prioritize training needs and coordinate training programs with the training unit Develop and maintain enterprise-wide service level agreements and methods for monitoring service level agreements. Analyze and report on achievement and causes of deviation from expectations Manage internal resources to ensure business needs are clearly understood then delivered as agreed for automated solutions. Similarly, manage expectations regarding the agreements for meeting the business needs Contribute to the development of Division strategic and tactical goals, initiatives, and objectives Demonstrate leadership and initiative to reduce administrative costs by working with others to achieve savings Identify, analyze, and diagnose issues that cause service degradation Coordinate with other units/departments to facilitate special requests, resolve workflow issues, production issues, and escalated customer inquiries Be alert to customer trends and potential problems developing that negatively impact service and resolve issues as appropriate. Recommend and implement procedural and system changes to deliver quality service to internal and external customers Seek out process improvements that result in administrative cost savings without a negative impact to the quality of service provided to customers Establish effective relationships with direct reports and maintain/improve employee satisfaction as defined through company measurements including upward evaluation, employee satisfaction survey, retention, etc. Monitor performance of direct reports. Provide prompt and objective feedback, coaching, and counseling, including corrective action plans as appropriate. Coordinate with training department to ensure all staff receive appropriate training. Manage interactions with outside vendors for maintenance and services Job Specifications Typically has the following skills or abilities: Bachelor’s degree in related field or equivalent experience; Minimum of 1 additional year of experience related to functional area Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work, and managing performance of direct reports Demonstrated ability to provide services and support for complex systems or issues Excellent interpersonal skills to facilitate, educate and build strong business partner relationships Strong team building and collaboration skills Strong organizational and project management skills Proficient with spreadsheet and word processing applications; ability to work with a variety of system applications. Ability to analyze work processes and make recommendations to improve department efficiency Excellent problem-solving and analytical skills Excellent verbal and written communication skills, including the ability to present technical information in a user-friendly format Preferred Skills Enterprise project sponsorship experience Experience with claims and product systems, data, and related technologies Cross‑stakeholder execution expertise #LI-VISIONCARE Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here. Salary Ranges: $94,500.00 - $152,250.00 VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws. Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information. We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities. As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.
Job Requirements
- Bachelor’s degree in related field or equivalent experience; Minimum of 1 additional year of experience related to functional area.
- Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work, and managing performance of direct reports.
- Demonstrated ability to provide services and support for complex systems or issues.
- Excellent interpersonal skills to facilitate, educate and build strong business partner relationships.
- Strong team building and collaboration skills.
- Strong organizational and project management skills.
- Proficient with spreadsheet and word processing applications; ability to work with a variety of system applications.
- Ability to analyze work processes and make recommendations to improve department efficiency.
- Excellent problem-solving and analytical skills.
- Excellent verbal and written communication skills, including the ability to present technical information in a user-friendly format.
- Preferred Skills
- Enterprise project sponsorship experience.
- Experience with claims and product systems, data, and related technologies.
- Cross‑stakeholder execution expertise.
- Compensation
- Salary Ranges: $94,500.00 - $152,250.00
- As a part of the compensation package, this role may include eligible bonuses and commissions. Actual pay will be determined based on experience and other job-related factors permitted by law.
- Equal Opportunity Employer
- VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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