• Director, Customer Operations

    Job Locations US-FL-Orlando
    Posted Date 8 months ago(7/12/2017 5:51 PM)
    Job ID
    # of Openings
    Customer Service/Support
  • Overview

    Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

    We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

    Right now we are over 1,900 employees (and growing daily).


    The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.


    The Director, Customer Operations serves as the single point of accountability to client sponsors for the book of clients. The DCO is accountable for influencing and driving the operations and customer service teams to meet or exceed the client’s delivery expectations ensuring satisfaction and the retention and future expansion of business. The DGM is responsible for establishing the client relationships prior to live date, establishing the Team Leaders (TLs), and ensuring that Operations is prepared for the ongoing environment. The DCO will manage a team of resources from both Operations and Client Management.



      • Works with the Absence Management Benefit Group Manager (BGM) and Account Executive (AE) to build and manage client relationships, including development of client business plans and ensuring governance meetings are designed and delivered according to cadence desired by client sponsor
      • Drives accountability/integration within Operations and Client Service Teams, Multi-Client Service Groups, virtual teams and third parties through Service Level Agreements (SLAs)
      • Monitors client performance and determines if/when stability programs are required. Governs and leads stability programs, working closely with BGM, AEs, Operations and Customer Service.
      • Joint accountability with Operations Business Group Managers in ensuring budgets are met by ensuring that quality standards are met and non-standard, client driven practices are reduced
      • Works with Operations and Customer Service to drive process improvements in delivery that improve quality, reduce cost and create scale
      • Ensures TLs utilize internal tools for client billing and monitors proper billing practices for the absence management delivery with account executives, Billing, and Finance team
      • Oversees and approves accurate fee quotes for one-time projects and out of out-of-scope work and ensures this information is used to create accurate quarterly revenue forecast and variance reporting
      • Collaborates with the various Operations and Customer Service teams on appropriate client staffing needs
      • Leverages the talent/resources on the team to generate results
      • Monitors associate performance to ensure results are achieved in an effective/efficient way
      • Conducts necessary performance management conversations with associates; uses tools and resources available internally to managers
    • Support sales team by participating in finalist presentations


    • Advanced degree preferred; Bachelor's degree or equivalent work experience required
    • Expert Project Management experience required (5-6+ years) including proficient project planning and execution skills
    • Absence Management experience required
    • Experience managing complex client relationships (including, but not limited to, client operations/relationships that may have larger/more complex scope)
    • Proficient in coaching others (minimum 1 - 2+ years of experience) and experience coaching/leading other managers and peers in certain efforts or operational activities
    • Excellent interpersonal skills and verbal and written communication skills; the ability to liaise and partner with people outside of the HR function
    • Proficient relationship management and customer-focus skills and the ability to coach, lead, and leverage other managers and peers in these skills
    • Proficient analytical and problem-solving skills and the ability to coach, lead, and leverage other managers and peers in these skills
    • Intermediate knowledge of general system environment and process flow
    • Basic regulatory, compliance, and legislative knowledge in one or more service areas
    • Basic knowledge of all Shared Service delivery models and operations
    • Intermediate knowledge of Cost Delivery and Quality Management and managing metrics
    • Advanced knowledge of overall financial management


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