• Director Customer Operations

    Job Locations US-FL-Orlando | US-MN-Minnetonka
    Posted Date 3 weeks ago(5/31/2018 12:34 PM)
    Job ID
    # of Openings
    Customer Service/Support
  • Overview

    Purpose: 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 Customer Operations teams to meet or exceed the client’s delivery expectations ensuring satisfaction and the retention and future expansion of business.


    Who We Are: ReedGroup, headquartered in Westminster, CO, is a dynamic, fast growing organization that employs nearly 2,000 people at 11 locations globally. We are the top provider in the Absence Management industry and provide our services to major companies including a substantial number of Fortune 100 companies.  We are committed to improving health and productivity outcomes while controlling costs - it is at the core of our comprehensive solutions which are designed to return people to their active lifestyles and allow businesses to thrive.  


    Our Vision: Healthy and Productive People. Thriving Businesses. 


    Our Mission: ReedGroup connects the ecosystem of the health, work and life with …

    • The best service experience for clients and employees.
    • Trusted content and experience.
    • Strong partnerships across healthcare and insurance.
    • Innovative technology to drive simplicity.
    • Comprehensive data to create meaningful insights.




    • Works with the Client Services 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

    • Monitors client performance and determines if/when stability programs are required. Governs and leads stability programs, working closely with Client Services
    • Joint accountability with Operations Managers in ensuring budgets are met by ensuring that quality standards are met and non-standard, client driven practices are reduced
    • Utilize internal tools for client billing and monitors proper billing practices for the absence management delivery with account executives, Billing, and Finance team
    • Work with Client Services to review and approve 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
    • Monitors team 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)
      • Proven experience coaching/leading other managers and peers
      • Excellent interpersonal skills and verbal and written communication skills; the ability to liaise and partner with people outside of the HR function
      • 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
      • Proven experience Quality Management, and Operational Excellence and managing metrics
      • Advanced knowledge of overall financial and expense management




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