Manager, Customer Care Product Operations

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

WellDyne

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1990

🏥 Healthcare

💊 Pharmaceuticals

⚕️ Healthcare Insurance

Healthcare • Pharmaceuticals • Healthcare Insurance

WellDyne is a pharmacy benefit management (PBM) company that provides specialty pharmacy services, prescription discount solutions, utilization management, mail-order and central fill pharmacy operations, and outsourced pharmacy solutions. The company emphasizes clinical programs, adherence initiatives, data analytics, and personalized engagement to reduce drug costs and improve outcomes, particularly for high-cost specialty medications. With about 25 years of experience and locations in Lakeland, FL and Centennial, CO, WellDyne positions itself as an alternative to traditional PBM models by offering flexible plan design, dedicated account management, and industry-focused clinical expertise.

📋 Description

• Provide strategic leadership, operational oversight, and accountability for EWA, WellAssist Plus, PA Concierge, and Member Routing programs • Lead daily operational execution and establish long-term strategies supporting growth, scalability, service excellence, and client satisfaction • Supervise, coach, develop, and evaluate a Product Operations Analyst and Supervisor, Specialty Support • Establish team goals, productivity standards, quality metrics, and development plans • Hire, onboard, train, mentor, and retain team members • Oversee client onboarding, product implementation, configuration validation, testing, maintenance, and operational readiness • Govern product configuration, member maintenance processes, routing logic, reporting structures, and operational workflows • Assess operational impacts of client requests, product modifications, and regulatory changes • Partner with Customer Care, Specialty Operations, Clinical Services, Client Services, and Technology teams • Manage escalated member, provider, client, and operational issues • Develop, monitor, and communicate KPIs, dashboards, scorecards, productivity metrics, quality measures, and service levels • Analyze performance trends, conduct root cause analyses, and implement corrective action plans • Use data-driven decision-making to optimize workflows, resource allocation, customer experiences, and program performance • Support client reviews, audits, RFP responses, strategic initiatives, and organizational projects • Develop and maintain policies, procedures, training materials, and operational documentation • Identify and implement process improvements, automation opportunities, and best practices • Serve as a subject matter expert and represent Product Operations in leadership discussions and client interactions • Perform additional duties as assigned

🎯 Requirements

• Bachelor’s degree or 5 years’ pharmacy claims experience desired • Minimum of 3-5 years of leadership experience leading supervisors and teams in a service and production-oriented environment • Strong analytical skills • Experience collaborating with cross-functional partners such as Implementation, Client Services, Product • Strong leadership, coaching, and employee development skills • Knowledge of PBM operations and customer care environments • Excellent communication and relationship-building skills • Strong analytical, project management, and problem-solving abilities • Ability to influence cross-functional stakeholders and drive change • Advanced proficiency with SQL, Microsoft Office and reporting tools • Ability to operate standard computer and phone equipment • Prolonged sitting in front of a computer; hand-eye coordination and manual dexterity sufficient to operate standard office equipment

🏖️ Benefits

• Equal opportunity employment • Some travel may be required