The Role

We are excited to announce a unique opportunity for a Director to join our Sr. leadership team within Service Center Operations.  This leadership role is integral to driving continuous improvement within our Service Center by optimizing both colleague and client satisfaction while achieving significant cost savings across the business. As the Director, you will have the opportunity to shape the department’s direction and strategy, ensuring it aligns with organizational goals and delivers exceptional service throughout the year.

The Services Team is comprised of Customer Service Representatives (CSR), Application Customer Service Representatives (ACSR), Dual (CSR/ACSR), and Service Operations Administrative Resource (SOAR) agents. These agents support members across our book of business with pre and post enrollment support, assistance with Spending Accounts including Health Reimbursement Arrangements and general customer support.

The Director of this group will be responsible for overseeing the Year-Round activities of this team, setting and driving high performance standards, and fostering a culture of engagement and continuous improvement as the resources on this team expand for the fall season and wind down in the first quarter. This is a highly collaborative role who will partner with colleagues across a wide variety of functions within the business, including Strategic Operations, Enrollment, Flex, Service, Training, Client Team, Product Teams, and more to meet the needs of the business and our members.

This position is remote – anywhere in the US.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity. 

The Responsibilities

• Lead and Develop the Services Department: Oversee and manage the Services team, comprised of 3-6 Senior Performance Managers (Senior PMs) and 25-35 Performance Managers (PMs), driving operational excellence and prioritizing leadership development. 
• Seasonal Staffing & Ramp-Up for AEP: Manage the ramp-up of seasonal unlicensed roles, for the Annual Enrollment Period (AEP). Collaborate with recruiting, training, and knowledge management to effectively onboard and prepare staff to meet peak demand during AEP. Develop and implement comprehensive plans to ensure smooth transitions into the peak season.
• Off-Season Function Support: Coordinate leadership support for off-season functions, including recruitment, training, certifications, and more. Craft and execute a strategic roadmap to align priorities, project timelines, team selections, and performance evaluation with business needs.
• Enhance Service Delivery: Develop and implement strategies to improve the service center’s performance, focusing on colleague engagement, client satisfaction, and efficiency during high-volume periods such as AEP and throughout seasonal off-peak times.
• Continuous Improvement & Innovation: Proactively identify and implement process and technology improvements, collaborating with cross-functional teams to implement new tools, systems, and methodologies that streamline pre-enrollment and application workflows, enhance the customer experience, and drive operational efficiency. 
• Strategic Process Improvement: Lead strategic initiatives aimed at reducing the business’s dependency on seasonal staffing. Leverage technology, automation, and other process improvements to enhance operational efficiency and long-term sustainability.
• Data-Driven Decision Making: Analyze operational data and feedback to inform continuous improvements, track key performance indicators (KPIs), and present insights to senior leadership. Develop and present reports on service performance, client satisfaction, and cost-savings initiatives.
• Problem Resolution: Act as the escalation point for complex client issues, ensuring quick and effective resolution to maintain high satisfaction levels.
• Fostering Ownership and Accountability: Cultivate a culture of individual ownership and accountability across the team. Drive consistent communication, process documentation, and effective performance management to ensure staff stay aligned with changing priorities and expectations.
• Performance Management: Set clear performance standards and consistently monitor adherence to those standards across the team. Recognize and reward colleagues who exceed expectations, while addressing underperformance through targeted coaching and accountability.

The Requirements

• Education & Experience:
  • Bachelor’s degree in Business, Healthcare Administration, or a related field, or equivalent work experience in a leadership or management role within enrollment, customer service, or related fields.
  • Minimum of 7 years of experience in an enrollment or customer service management role, with at least 3 years in a leadership capacity.
  • Experience in a fast-paced, high-volume environment (e.g., healthcare, insurance, or similar industry) preferred.
• Leadership Skills:
  • Proven ability to lead, motivate, and develop high-performing teams.
  • Strong experience managing cross-functional teams and working in a collaborative environment.
• Operational Expertise:
  • In-depth understanding of service center management and seasonal business cycles.
  • Strong analytical skills with a focus on process optimization and cost reduction.
• Change Management Skills:
  • Experience in leading change initiatives and managing transitions effectively, ensuring smooth implementation of new processes, systems, and organizational changes.
  • Ability to guide teams through periods of change, addressing resistance and fostering a culture of adaptability and continuous improvement.
• Communication Skills:
  • Exceptional written and verbal communication skills, with the ability to present complex data and ideas clearly to stakeholders at all levels.
• Problem-Solving & Decision-Making:
  • Ability to make quick decisions and effectively solve complex problems while maintaining a customer-first mindset.
• Technology Proficiency:
  • Proficient in using customer service software, CRM systems, and data analytics tools to monitor and improve performance.
• Adaptability:
  • Ability to thrive in a changing environment and manage multiple priorities while maintaining a focus on quality and efficiency.

If you’re a strategic thinker with a passion for operational excellence and leading high-performing teams, we encourage you to apply and join our leadership team!

What We Offer:

• Competitive salary and benefits package
• Opportunities for professional development and career growth
• A collaborative and dynamic work environment
• A chance to make a lasting impact on the organization and client satisfaction

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified.

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation 

The base salary compensation range being offered for this role is $100,000 – $120,000 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits 

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off 
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets