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Role Description

The Member Support Operations Manager is primarily responsible for the quality and efficiency of Member support through the management of their team, projects, and service assignments. This role also coordinates and delivers a full range of complex Member Support services including but not limited to Member onboarding and risk management services.

• Manage the performance, development, and continuous mentorship of the Member Support team in alignment with company goals.
• Oversee internal systems and processes for Member onboarding and service engagement while identifying and addressing operational gaps.
• Research and resolve technical issues within web-based programs and resources to ensure seamless service delivery.
• Lead Operations Department management activities, contributing to the periodic review of goals, plans, and organizational structure.
• Communicate proactively with leadership across departments to lead projects that improve the quality and efficiency of services and tools.
• Provide direct support for complex member services, coordinating the end-to-end lifecycle of onboarding, live education, and web-based learning.
• Collaborate with Risk Management and Claims to deliver specialized services and measure member outcomes.

Qualifications

• Associate or bachelor's degree required.
• 5+ years of professional customer service experience.
• 2+ years of experience managing cross-functional teams and projects, particularly through organizational change.
• Proven competence in accountability, professional communication, and team leadership.
• Demonstrated ability to lead meetings with a focus on detail, process, and operational efficiency.
• Proficiency in Microsoft Office (Outlook, Word, and Excel).
• Experience with CRM platforms (e.g., Salesforce), softphone systems (e.g., RingCentral), and large-scale system implementations.
• Background in the insurance, healthcare, or high-volume customer service sectors preferred.

Requirements

• The salary range for this position is $93,000 to $139,300.
• Starting salary is determined by several factors, including job-related skills, experience, and relevant education or training.
• This position is also eligible for an annual company bonus at an incentive target level of 12%.

Benefits

• Comprehensive benefits program, including a generous retirement program and Paid Time Off.

Company Description

At Physicians Insurance, you'll find an exceptional hybrid work environment, and the opportunity to work for an industry leader whose programs have a positive impact on insurance and healthcare.