Manager, Customer Care Product Operations

WellDyne is hiring a Manager, Customer Care Product Operations to lead the operational performance and continuous improvement of its member-facing programs. The role oversees teams, product operations, client implementation and service delivery, while using analytics and cross-functional collaboration to improve efficiency, compliance, and customer care.

Responsibilities:

• Provide strategic leadership, operational oversight, and accountability for EWA, WellAssist Plus, PA Concierge, and Member Routing programs
• Lead daily operational execution while establishing long-term strategies that support organizational growth, scalability, service excellence, and client satisfaction
• Directly supervise, coach, develop, and evaluate a Product Operations Analyst and Supervisor, Specialty Support, including performance management and career development
• Establish team goals, productivity standards, quality metrics, and development plans aligned with departmental objectives
• Hire, onboard, train, mentor, and retain high-performing team members while fostering a culture of accountability and continuous improvement
• Oversee client onboarding, product implementation, configuration validation, testing, maintenance activities, and operational readiness efforts
• Provide governance and oversight of product configuration, member maintenance processes, routing logic, reporting structures, and operational workflows
• Assess operational impacts of client requests, product modifications, and regulatory changes while partnering with cross-functional stakeholders
• Partner with Customer Care, Specialty Operations, Clinical Services, Client Services, and Technology teams to support business objectives and member experiences
• Manage escalated member, provider, client, and operational issues through effective problem-solving and stakeholder coordination
• Develop, monitor, and communicate key performance indicators, dashboards, operational scorecards, productivity metrics, quality measures, and service levels
• Analyze performance trends, conduct root cause analyses, and implement corrective action plans to improve operational effectiveness
• Utilize data-driven decision making to optimize workflows, resource allocation, customer experiences, and program performance
• Support client reviews, audits, RFP responses, strategic initiatives, and organizational projects
• Develop and maintain policies, procedures, training materials, and operational documentation
• Identify and implement process improvements, automation opportunities, and best practices that enhance efficiency and customer satisfaction
• Serve as a subject matter expert for assigned programs and represent Product Operations in leadership discussions and client interactions
• Performs additional duties as assigned

Requirements:

• Minimum of 3-5 years of leadership experience leading supervisors and teams in a service and production-oriented environment
• Strong analytical skills
• Experience collaborating with cross-functional partners such as Implementation, Client Services, Product
• Strong leadership, coaching, and employee development skills
• Knowledge of PBM operations and customer care environments
• Excellent communication and relationship-building skills
• Strong analytical, project management, and problem-solving abilities
• Ability to influence cross-functional stakeholders and drive change
• Advanced proficiency with SQL, Microsoft Office and reporting tools
• Bachelor's degree or 5 years' pharmacy claims experience desired