Service Transformation Manager

Quick Facts

• Role: Service Transformation Manager
• Focus: Cross-functional service transformation and contact-center evolution using AI-enabled automation

Description

The Service Transformation Manager leads end-to-end, cross-functional programs that advance a service-forward contact-center model—balancing high-quality human support with AI-enabled automation. The role aligns enterprise partners on strategy, operating-model design, implementation, and change management, and drives initiatives to improve member and provider service performance.

Responsibilities

• Lead end-to-end management of cross-functional implementations/projects, including project plan creation, stakeholder engagement, relationship management, edge case mitigation, and on-time delivery
• Evaluate departmental performance using data and metrics; help develop departmental metrics and mitigation strategies
• Collaborate with internal and external stakeholders to formulate proactive implementation, communications, and program strategies for successful change management and risk mitigation
• Oversee team members when applicable; mentor and support professional development
• Ensure compliance with all applicable laws and regulations

Requirements

• 4+ years of experience in program management
• 3+ years of experience delivering projects/programs

Benefits

• Employee benefits including medical, dental, and vision
• 11 paid holidays, paid sick time, paid parental leave
• 401(k) plan participation
• Life and disability insurance
• Paid wellness time and reimbursements
• Unlimited vacation program and annual performance bonuses