Manager Customer and Member Experience

Full Time | San Diego, CALIFORNIA | 20 days

Job Summary

Full Time
San Diego
Kaiser Permanente

$67,136 Average salary of similar jobs | Check Salary...

Job Description


Responsible for managing the day to day operations of the KPIC Customer Service and Member Experience team. Selects, trains, develops and evaluates staff to ensure professional, continuous operation and support. Develops operational plans, in conjunction with department Executive Director, VP, and leadership team, and managing ongoing

implementation of tactical plans. Manage allocation of resources to meet client needs and achieve objectives. Design, manage coordinate and track tasks.

Essential Responsibilities:

  • Develops and implements department goals, objectives, and performance standards.
  • Directs consumer communication strategy aligning KP's value from the consumers' point of view to strategically align our capabilities with consumer needs.  Primary point of contact for escalated member and customer calls.
  • Develops strategic partnerships with internal stakeholders to effectively meet the needs of external consumers (members, groups, and brokers).
  • Positions the organization to ensure optimal membership growth, and to meet retention targets.
  • Leads large-scale cross-functional process improvement initiatives to support key consumer process improvement initiatives.
  • Presents issues to executives in the form of a business case, which assesses overall consumer experience, membership, and financial impact along with other relevant factors.
  • Monitors team performance against service level standards.
  • Organizes and prioritizes critical issues and required information for the executive leadership team to facilitate efficient decision making.
  • (20%) Relationships. Develop strong cross functional relationships to drive work and improve the group and customer onboarding experience. Provide leadership to cross functional work teams in order to establish criteria and disciplines to identify opportunities and work toward improvements.
  • (40%) Manages designated work by translating business strategy into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.
  • (20%) Manages complex initiatives by identifying and managing stakeholder contacts; assembling team based on project needs and team member strengths; developing, analyzing, and managing project plans; negotiating and managing resource schedules; and managing financials, vendors, and deliverables.
  • Direct managerial responsibility.

  • Provides on-going coaching, enabling team members to develop and improve skills and capabilities that support the effectiveness of the department/function.
  • Sets vendor performance standards.
  • Conducts team building and development activities.

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