Director, Customer Care – Nevada Location (Leadership, MCO's & Operations Experience)

**Join careerzynith, a leading organization in the healthcare industry, as we seek an exceptional Director, Customer Care to lead our customer service team in Nevada. As a key senior leader, you will be responsible for building a best-in-class service experience for our members and providers, driving continuous improvement, and fostering a high-performance culture.** **About careerzynith** careerzynith is a dynamic and innovative organization dedicated to providing exceptional healthcare services to our members and partners. With a strong commitment to excellence, we strive to create a positive and inclusive work environment that encourages growth, collaboration, and innovation. Our team is passionate about making a difference in the lives of our members and communities, and we are seeking like-minded professionals to join our mission. **Job Summary** The Director, Customer Care will oversee the development and implementation of customer service strategies, processes, and procedures to ensure a seamless and exceptional experience for our members and providers. This role requires a strong leader with excellent communication, problem-solving, and analytical skills, as well as experience in call center management, leadership, and operations. **Key Responsibilities** * Design and implement member/provider experience service processes and ensure continuous improvement across markets and products * Lead a team of Customer Care Managers and Team Leaders in building a high-performance culture, including goal/expectation setting, reward and recognition programs, training needs identification, and personal accountability * Engage with leaders across the organization (Market, Operations, Clinical) to provide insights into opportunities and drive collaboration * Monitor regulatory requirements and oversee submissions in existing and future lines of business * Develop recommendations for improvements to self-service tools (IVR, digital products, etc.) based on top contact types * Continuously review and improve business process workflow to ensure efficiency and effectiveness * Facilitate problem identification, analysis, and resolution across the organization to improve member/provider experience * Analyze data and identify trends monthly to ensure company expectations are met * Identify information system inefficiencies and formulate recommendations for improvement * Stay up-to-date with new call center technology and service concepts to drive innovation and excellence **Education and Experience** * Bachelor of Science/Arts in a business-related field or equivalent years of work experience required * Master's degree preferred * Minimum of 10 years of experience in a call center or similar environment required * Minimum of 5 years of management experience required, preferably in call center management * Multi-site leadership/work-from-home experience preferred * Experience in a call center and health insurance preferred * Staffing and forecasting experience preferred * Lean Sigma/Continuous Improvement/Design Thinking experience preferred * Managed care experience preferred **Competencies, Knowledge, and Skills** * Advanced knowledge of Microsoft Word, Excel, PowerPoint, and Visio * Strong data analysis and trending skills * Strong project management skills * Knowledge of call center operations and trends * Strategic management skills * Strong negotiation skills * Good technical writing skills * Strong team and staff development skills * Strong collaboration and conflict resolution skill sets * Proven leadership with the ability to build relationships/collaborate and influence at all levels * Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics * Ability to work in a fast-paced environment * Attention to detail * Ability to develop, prioritize, and accomplish goals/time management * Executive management skills * Strong decision-making and problem-solving skills * Exceptional communication skills (both written and verbal) with the ability to present information in a variety of different formats to all levels * Strong interpersonal skills & high level of professionalism * Ability to work independently and within a team environment * Effective active listening and critical thinking skills **Licensure and Certification** * None required **Working Conditions** * General office environment; may be required to sit or stand for extended periods of time * Ability to travel as required by the needs of the business **Compensation Range** * $110,800.00 - $193,800.00 careerzynith considers a combination of a candidate's education, training, and experience, as well as the position's scope and complexity, discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package. **Compensation Type (hourly/salary)** * Salary **Organization Level Competencies** * Create an Inclusive Environment * Cultivate Partnerships * Develop Self and Others * Drive Execution * Influence Others * Pursue Personal Excellence * Understand the Business **Why Join careerzynith?** * Opportunity to work with a dynamic and innovative organization * Collaborative and inclusive work environment * Professional growth and development opportunities * Comprehensive total rewards package * Chance to make a difference in the lives of our members and communities **How to Apply** If you are a motivated and experienced leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Opportunity Employer** careerzynith is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.