Operations Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $98k - $132.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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General Dynamics Information Technology

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1954

🔒 Cybersecurity

🤖 Artificial Intelligence

Defense • Cybersecurity • Artificial Intelligence

General Dynamics Information Technology is a company at the forefront of technological innovation, offering a wide range of services including consulting, digital modernization, and application services. The company is heavily involved in implementing solutions related to artificial intelligence, cloud computing, cybersecurity, high-performance computing, and quantum technologies. GDIT is committed to supporting government and defense sectors, providing mission-critical services such as logistics and supply chain management, intelligence, and homeland security. The company also focuses on diverse and inclusive hiring practices and actively promotes employee well-being. Through its digital accelerator solutions and pioneering use of emerging technologies, GDIT aims to propel agencies' missions forward and address complex technological challenges.

📋 Description

• Manage project budgets, hours, and tasks for operations team members • Manage work assignments to project and contract scope • Build and maintain client trust • Identify and implement AI solutions into inquiry response and call center operations, to streamline operations and implement efficiencies • Run a call center operations toll-free number • Provide guidance, work leadership, and mentoring to a remote team of Healthcare Business Administrators and Training professionals • Lead, mentor, and manage a team of Inquiry Response agents/Customer Service Representatives • Work with client leadership daily on open issues, cases, and overall mailbox trends • Proofread responses to ensure consistency with internal standards • Attending or facilitating client meetings to identify business needs and provide recommendations for approaches to solving challenges with operations techniques • Coach the team on errors and hold them accountable when standards are not met • Review trends and complaint data to identify patterns and opportunities for improvement • Ensure the team delivers empathetic, accurate, policy-aligned support across all channels (phone, email) • Collaborate with cross-functional teams to document inquiry responses for ongoing regulatory changes • Review other team member’s inquiry responses for quality and accuracy of response, format, and grammar • Participate in client meetings and document notes in a clear and concise manner • Analyze training needs and clearly define work products needed for all applicable team roles • Create internal and external training materials including: desk guides, quick reference guides, job aids, SOPs, and KBAs • Collaborate with other program teams to ensure consistency in customer service approaches and operational needs • Communicate complex policy information clearly and in a well-organized manner • Provide updates to project schedules and report on milestones, project progress, and other operational metrics • Complete User Acceptance Testing (UAT) and coordinating signoff from business owners after UAT

🎯 Requirements

• Bachelor’s degree • 5+ years of relevant full-time work experience managing a call center and operation inbox's • Experience implementing AI solutions into call center functions • Experience working with the Centers for Medicare and Medicaid Services and working knowledge of the Affordable Care Act and/or related issues • Experience leading and managing a team, mentoring and providing performance management, and delegating work assignments • Experience working in a Salesforce software application development environment • Excellent written and oral communication skills with demonstrated presentation and public speaking skills • Sound analytic, problem solving, customer service, and qualitative skills • Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) • Proficient using MS products, including MS Word, MS PowerPoint, and MS Excel • Experience tracking deliverables and metrics, and presenting results to customers and senior leadership • Experience providing demonstrations, virtual trainings, and responding to process questions • Experience using JIRA, SharePoint, Teams, and Confluence • Candidate must be able to obtain T4 Public Trust clearance • Candidate must have resided in the U.S. three out of the last five years

🏖️ Benefits

• Comprehensive benefits and wellness packages • 401K with company match • Competitive pay and paid time off • Full flex work weeks where possible • Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave • 15 days of paid leave per calendar year to be used for vacations, personal business, and illness • Additional 10 paid holidays per year • GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period • Short and long-term disability benefits • Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance