Associate Manager, Member Escalations

Job Summary

Leading a team dedicated to operational excellence, the remote Associate Manager, Member Escalations will manage complex escalations, eliminate process roadblocks, and collaborate cross-functionally to address root business challenges.

Key responsibilities:

• Mentor team members to foster a positive workplace culture and build future organizational leaders
• Manage daily team operations, performance measurement, and cross-functional communications while overseeing grievance and appeals workflows
• Identify operational trends and apply Lean methodologies to implement proactive process improvements and enhance customer experience

Required qualifications:

• 3+ years of experience leading and developing a team within a production environment or contact center
• 2+ years of experience working with teams in multiple locations and disciplines
• 2+ years of experience implementing operational excellence and using data for decision-making
• 2+ years of advanced capabilities in Google Suite or Microsoft Office
• Experience in a collaborative environment with a diverse set of people