Director, Customer Care Operations

4 hours, 4 minutes ago
Full-time
Executive
Customer and Technical Support
Capital Rx

Capital Rx

Capital Rx provides comprehensive health benefit management and transparent pharmacy benefit management solutions, integrating various healthcare services to support millions of plan members across diverse sectors.

Health Care Providers & Services
251-1K
Founded 2017

Description

  • Lead Customer Care through two Managers and 12 Supervisors, overseeing approximately 150–200 pharmacy technicians and customer service agents.
  • Own service, quality, efficiency, member experience, staffing, and operational performance goals.
  • Analyze call trends, escalations, quality results, and operational data to identify root causes and drive improvements.
  • Partner on forecasting, staffing, scheduling, capacity planning, and labor budget management.
  • Prepare executive reporting, insights, and business cases for staffing, investment, and operating-model decisions.
  • Design and implement workflow improvements, process documentation, knowledge management, and escalation-resolution practices.
  • Partner with Policy, Compliance, Legal, Quality Assurance, and Training to embed requirements and standards into daily operations.
  • Lead audit readiness, corrective actions, scorecards, coaching, and performance management practices.
  • Coach and develop managers and supervisors while building accountability, engagement, and leadership capacity.
  • Lead Customer Care readiness for client launches, program transitions, and operating-model changes.

Requirements

  • Bachelor’s degree in business, healthcare administration, or a related field, or equivalent education and experience.
  • 10+ years of call center or customer care experience, including 7+ years managing managers or multiple teams.
  • Demonstrated success improving service levels, quality, efficiency, and member experience through data-driven process improvement.
  • Experience partnering with Quality, Training, Compliance, and Policy teams to translate requirements into operations.
  • Experience developing leaders and building knowledge management capabilities.
  • Strong analytical, communication, problem-solving, conflict resolution, and interpersonal skills.
  • Proficiency with Microsoft 365, including Outlook, Word, Excel, and PowerPoint.
  • Knowledge of management principles and customer care operational workflows.
  • Pharmacy operations or health insurance experience preferred.
  • Experience with Lean, Six Sigma, PMP, workforce management, forecasting, capacity planning, Salesforce, phone systems, or Member Portal preferred; HIPAA knowledge and bilingual Spanish skills are also preferred.

Benefits

  • Remote work within the United States.
  • Base salary range of $135,200–$213,500 USD.
  • Opportunity to lead operations supporting millions of Americans through a health technology platform.
  • Equal employment opportunity and nondiscrimination commitment.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Director of Business Process Excellence

Omnidian 51-250 Renewable Electricity

Omnidian is seeking a Director of Business Process Excellence to improve cross-functional operations across its distributed solar and energy storage services business by reducing cost, delays, and rework while maintaining service quality.

CRM
3 hours, 34 minutes ago

Regional Operations Manager - Drive (Parcel)

DoorDash 10K-50K Air Freight & Logistics

DoorDash is hiring a Regional Operations Manager, Parcel to oversee regional operations across 15–20 U.S. delivery sites and improve efficiency, service quality, and reliability through internal and third-party partnerships.

SQL
3 hours, 34 minutes ago

Senior Manager / Director, Payer Enrollment Operations

Medallion 51-250 Health Care Providers & Services

Medallion is hiring an enterprise operations leader to launch and manage payer enrollment accounts, lead distributed teams, and improve delivery quality, efficiency, and automation across a growing client portfolio.

SQL
3 hours, 34 minutes ago

Director, DashPass Member Value & Growth - Strategy & Operations

DoorDash 10K-50K Air Freight & Logistics

DoorDash is seeking a senior leader to set strategy and lead the team growing DashPass, its global local-commerce membership program, through customer value, acquisition, profitability, and innovative experiences.

3 hours, 34 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers