Manager, Customer Experience – Payment Integration Operations

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VSP Vision Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1955

🏥 Healthcare

📣 Marketing

🍽️ Food & Beverage

Healthcare • Marketing • Food & Beverage

VSP Vision Care is a leading eye care company that focuses on providing access to quality eye care and eyewear solutions. With a comprehensive portfolio of services, VSP Vision Care supports both individuals seeking eye health services and providers managing their practices. The company is committed to social responsibility, emphasizing health equity, sustainability, and a culture of belonging. Through initiatives such as Follow Your Heart, VSP Vision Care helps people maximize the value of their offerings, starting with eyewear. Recognized for its customer service excellence and commitment to diversity and inclusion, VSP Vision Care strives to empower human potential through sight. It has also been acknowledged as a top workplace in healthcare and is committed to supporting veterans and the military-connected community.

📋 Description

• Provide strategic leadership for a complex, systems-powered service environment supporting Customer Experience and Payment Integration business needs • Manage a team supporting enterprise and divisional projects, strategic initiatives, and system implementations • Set direction for operations and operational improvement across product, eligibility, and business partner support functions • Align enterprise priorities with operational execution across servicing, system integration, and workflows • Allocate staff and resources according to corporate and divisional priorities • Identify, analyze, and diagnose issues causing service or system degradation • Serve as a business point of contact during service and system disruptions • Contribute to division strategic and tactical goals, initiatives, and objectives • Lead initiatives to reduce administrative costs and improve operational efficiency • Evaluate systems, business processes, requirements, and limitations to identify enhancement opportunities • Lead reactive and proactive issue identification, root cause analysis, and cross-functional problem solving • Coordinate and prioritize intake for system enhancements, defects, and regulatory changes • Translate business requirements into operational needs, impact assessments, and readiness plans • Drive integration across systems, servicing platforms, and payment workflows • Lead operational readiness for system deployments and enhancements, including communication, training, and workflow alignment • Use data to identify trends, performance gaps, and system-driven inefficiencies • Maintain effective internal and external communications • Ensure staff understand division and corporate goals and their contributions • Represent CE/PI Operations as a subject matter expert for operational processes, system changes, and servicing workflows

🎯 Requirements

• Bachelor’s degree in related field or equivalent experience • Minimum of 3 years of management experience • Experience hiring, training, assigning work, and managing performance of direct reports • Experience working with claims and customer service systems • Experience with business processes, policies, and procedures • Experience in intake management, change readiness, or system/process implementation • Ability to translate business needs into operational and system-driven solutions • Strong written and verbal communication skills • Strong organizational and project management skills • High engagement in virtual environments for remote or hybrid roles, including maintaining camera presence during meetings

🏖️ Benefits

• Eligible bonuses and commissions may be included in the compensation package • VSP Vision benefits are available • Remote work arrangement • Equal opportunity employment • Drug-free workplace