General Manager, Healthcare Customer Service Operations (Remote)

Cognizant is seeking an experienced General Manager to lead and scale large healthcare customer service operations. This role involves end-to-end ownership of member and provider call center delivery, managing teams of 500+ associates and leaders, while driving performance, quality, and customer experience at scale.

Responsibilities:

• Lead and oversee large-scale healthcare call center operations, including hiring, training, operations, quality, reporting, and workforce performance
• Drive SLA and KPI achievement through effective operational strategy, governance, and continuous improvement
• Serve as the primary escalation point, ensuring timely issue resolution and strong stakeholder communication
• Partner with senior leadership to execute strategic initiatives and implement operational changes
• Present performance metrics, insights, and improvement plans to internal and external stakeholders
• Identify and implement process improvements to enhance service delivery and customer experience
• Ensure robust knowledge management, including SOP development, review, and version control
• Manage productivity, quality assurance, compliance, attrition, absenteeism, and workforce planning
• Lead budgeting, forecasting, and financial performance management for the operation
• Develop talent through coaching, performance management, succession planning, and career development
• Foster a culture of engagement, accountability, and continuous improvement
• Able to handle multiple projects across different clients

Requirements:

• Bachelor's degree or equivalent practical experience
• Extensive healthcare experience, specifically leading member and/or provider call center operations
• Proven experience managing large teams (500+ associates) in a customer service environment
• Strong understanding of SLAs, KPIs, and operational performance management
• Proficiency in Microsoft Word and Excel
• Excellent leadership, communication, and stakeholder management skills
• Strong organizational, time management, and problem-solving abilities
• Ability to work effectively under pressure and manage multiple priorities
• Ability to work with multiple clients simultaneously and take ownership of end to end delivery
• Willing to travel to client location as per engagement requirement