Senior Manager, Customer Experience and Payment Integration

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

Crossstakeholder execution expertise

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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.

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.

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