Manager, Customer Service

PacificSource Health Plans is seeking a Manager of Customer Service to lead multi-channel Contact Center teams. This role involves overseeing service performance metrics, ensuring high levels of member and provider satisfaction, and upholding the company's reputation for exceptional service.

Responsibilities:

• Provide direct leadership to team leaders and indirect leadership to all department staff, ensuring consistent achievement of Standards of Work, Service Level Agreements (SLAs), and departmental performance goals
• Ensure team leaders clearly understand and manage expectations related to workflow, quality, productivity, staffing adherence, and individual performance metrics
• Drive accountability for key contact center KPIs, including but not limited to: Service Level / Speed of Answer, Abandonment Rate, First Call Resolution (FCR), Average Handle Time (AHT) (balanced with quality), Call Quality Scores, Schedule Adherence, After‑Call Work (ACW), and Member and Provider Satisfaction
• Build and sustain high‑performing teams through visible leadership, consistent communication, recognition, and engagement practices that support KPI and SLA achievement
• Resolve complex and escalated customer complaints, ensuring outcomes meet service recovery standards, quality expectations, and regulatory requirements
• Oversee audit and quality monitoring programs to ensure call responses consistently meet standards for accuracy, courtesy, compliance, and first‑call resolution
• Ensure corrective actions are implemented promptly when KPI or SLA targets are missed, including performance coaching, workflow adjustments, or process improvements
• Lead the oversight, development, implementation, and communication of departmental programs, policies, and procedures to support operational consistency and performance outcomes
• Manage the full employee lifecycle, including hiring, onboarding, coaching, performance evaluations, corrective action, and terminations, ensuring alignment with service expectations and productivity requirements
• Provide ongoing performance feedback through regular one‑on‑one meetings, scorecard reviews, and formal performance evaluations, using data and metrics to guide development
• Develop and manage the annual department budget; monitor expenses against plan and adjust resource allocation to support volume forecasts, service levels, and organizational priorities
• Partner with key departments (e.g., Operations, IT, Finance, Training, Compliance) to ensure cross‑functional alignment and support SLA commitments
• Lead continuous improvement initiatives using Lean methodologies, focusing on reducing waste, improving efficiency, and enhancing the member experience
• Utilize visual management boards, dashboards, and daily huddles to monitor KPIs, SLAs, trends, and gaps, and to identify and prioritize improvement opportunities
• Actively participate as a key contributor in Manager and Supervisor meetings to review performance results, share best practices, and align strategic initiatives
• Serve on strategic and operational committees to represent contact center needs, communicate performance insights, and reinforce PacificSource values and service expectations across the organization
• Meet departmental and organizational performance standards, including productivity, quality, and attendance expectations
• Adhere to PacificSource privacy policies and comply with all HIPAA laws and regulations to ensure the confidentiality and security of protected health information
• Perform additional duties and responsibilities as assigned

Requirements:

• A minimum of 5 years of progressive customer service experience required
• At least 2 years of customer service operations experience within a contact center or similar high-volume service environment required
• Experience leading contact center performance with direct accountability for key performance indicators (KPIs) and Service Level Agreements (SLAs) required
• Proven success fostering a collaborative, inclusive, and high-performance team culture that encourages engagement, innovation, and shared ownership of results required
• Bachelor's degree required
• Demonstrated ability to develop a comprehensive understanding of PacificSource products, plan designs, provider relationships, and health insurance terminology across Commercial and/or Government healthcare lines
• Proven strength in building effective working relationships and delivering clear, proactive communication
• Strong computer proficiency, including working knowledge of Microsoft Office applications, accurate typing skills, and a foundational understanding of claims processing systems and standard customer service operations
• Demonstrated capability in change management, including fostering a supportive, trauma-informed culture for both staff and PacificSource Health Plan members
• Proven ability to establish, communicate, and enforce Standards of Work (SOW) to ensure consistent service delivery, quality, compliance, and operational efficiency
• Strong people-leadership and management skills, including the ability to coach, mentor, and develop leaders and staff to improve performance, engagement, and retention
• Demonstrated effectiveness in providing clear expectations, ongoing feedback, and data-driven performance management aligned with organizational goals
• Ability to lead with integrity and accountability by modeling PacificSource values, reinforcing ethical behavior, and ensuring compliance with regulatory and organizational standards
• Strong communication skills with the ability to clearly convey performance expectations, operational priorities, and strategic direction to leaders, teams, and cross-functional partners
• Ability to partner across departments to drive continuous improvement, operational alignment, and service excellence in support of member and provider needs
• Prior supervisory experience is strongly preferred
• Health insurance industry experience and strong medical terminology knowledge strongly preferred
• Experience leading and/or supporting technology innovation initiatives within a customer service or contact center environment preferred
• Preferred areas of focus for Bachelor's degree: business or related field
• Candidates with an associate's degree and 2 years of relevant experience, or a high school diploma and 4 years of relevant experience, in addition to the required minimum years of work experience will also be considered