Role Overview This mission-driven organization is focused on redefining healthcare by providing affordable, high-quality, accessible care and insurance products. We are seeking a Manager of Customer Success to lead our support operations and ensure our members receive world-class service. Location Hybrid - NYC Metro Area Salary $82,000 to $90,000 per year Job Details Shift: First (8 AM - 5 PM) Education: Bachelor’s degree in Business Administration, Healthcare Management, or a related field. Experience: Minimum 3 years leading a call center customer service team and a customer success or support team in a healthcare or health insurance environment. Background in health or insurance required. Proficiency in CRM tools (Salesforce preferred) and customer service technologies. Comfort with compliance and regulatory requirements in healthcare and health insurance. Strong leadership, communication, team‑building, problem‑solving, analytical, and adaptable skills. Empathy and ability to build strong relationships with diverse stakeholders. Experience managing multiple priorities in fast‑paced, high‑growth environments. Responsibilities Team Leadership: Manage daily operations, mentor agents, and foster a high‑morale culture focused on accountability and performance. Operational Efficiency: Use KPIs and workflow optimizations to drive service excellence and streamline support processes. Compliance: Ensure all activities strictly follow healthcare regulatory standards including HICS, NCQA, and HEDIS. Customer Experience: Use data and feedback to improve processes, implement automation, and resolve high‑priority escalations. Member Retention: Develop strategic initiatives to increase member engagement, satisfaction, and long‑term loyalty. Cross‑Functional Collaboration: Partner with IT, Marketing, and Product teams to support new launches and service expansions. Tech & Reporting: Evaluate CRM tools and present regular reports on service quality, complaint trends, and team metrics. Benefits Medical, prescription, dental, vision, AD&D, life insurance offerings; short‑term disability; 401(k) plan (eligibility based). Equal Opportunity Employer Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. Disability Accommodation Contact HR support: HRsupport@randstadusa.com Posting Duration This posting is open for thirty (30) days. #J-18808-Ljbffr
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