Position Summary The Manager of Client Service/Experience in the Prime Division, will oversee a team of Account Managers and Sr Account Managers, and is responsible for overall operational effectiveness and member/client satisfaction. The leader identifies opportunities to standardize and capture metrics for the following implementation and operational needs for issue resolution in eligibility, claims, implementations, participant materials, report requests, and general inquiries for complex clients. This position is client-facing and is responsible for the oversight of Account Managers that manage client accounts, including new accounts and products, to ensure satisfaction, profitability, and renewal. The role assists in reviewing quality control of account activity, operational performance guarantees and maintaining documentation processes for client review. The individual works with Account Directors on developing strategies for up sells, expansion and plan implementation for new and existing clients. Essential Functions • Guide and advise leadership on strategic opportunities to ensure competitive growth and advantage across Accredo and EXP's portfolio and a positive member experience. • Create, document, and regularly maintain roadmaps of processes, procedures, new initiatives that promote growth and efficiency of the department. • Determine opportunities for process improvements impacting expansions and maximizing revenue growth. • Direct activities of internal Account Managers and influence extended team members as related to client strategic objectives and escalated service issues that improve member experience, client retention, and organizational effectiveness. Lead and coach account managers to be member centric, review Accredo and EXP's operational performance against client's expectations and needs. • Ensure direct reports can demonstrate comprehensive knowledge of client's benefit plan and Accredo and some ESI product offerings such as EXP. • Present Accredo and EXP operational performance metrics to clients on a monthly and/or quarterly basis to show specific performance measures in comparison with Accredo and EXP book of business to promote client satisfaction, client retention and up sell opportunities. • Support strengthening client relationships and ensure satisfaction levels are met • Monitor performance through regular metrics and reporting and plan accordingly for future enhancements including budget and resource needs. • Partner with leadership on strategic goals and emerging trends... • Analyze and recommend potential opportunities, leveraging collaborative input from internal and external stakeholders. • Work independently or collaboratively to provide regular reporting and case scenarios that identify gaps or areas that will lead to improved member/client satisfaction • Serve as an operational subject matter expert across Accredo and EXP home delivery product offerings. • Work cross functionally and at multiple levels both internally and externally with key stakeholders. • Communicate complex material succinctly and effectively to multiple audiences • Lead large cross-functional project teams including interfacing with partners from... marketing, product and finance. • Build and develop key relationships across the enterprise to help build internal enthusiasm and momentum for project initiatives. • Help guide and influence decisions with proven data across all levels of the organization. • Partner with leadership on key initiatives that improve growth and retention. • Other strategic business or people related projects as required or needed. Qualifications • Bachelor's degree in related field • 10+ years of relevant professional experience working in a matrixed environment with a focus on operations, process improvement, customer service, client facing. • Experience leading or managing people preferred, including leading cross-functional work groups or project teams successfully. (likely 3+ years) • Proven experience mentoring and coaching others, either cross-functionally or directly. • Strong problem-solving and business analysis skills. • Must have naturally inquisitive with a desire to solve problems and dig into detailed analysis. • Negotiation experience a plus. • Experience working cross-functionally and promoting collaborative partnerships to drive results • Proven ability to communicate effectively to various audiences/levels including leadership through various mediums • Ability to take a complex product/situation/problem(s) and deconstruct it into a concise, impactful message(s) • Ability to present and convey material both formally and informally to all levels of the organization • Thorough understanding (or willingness to learn expeditiously) of business operations and processes • High-level of confidence, integrity, enthusiasm and executive presence • Comfortable working with complex data sets and queries • Demonstrated ability to prioritize and manage workload and meet project deadlines • Interest and ability in mentoring other team members as applicable. • Strong MS Office, web conferencing and internal communication software experience. • Detail oriented and organized. If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. Apply To This Job