Service Transformation Manager

Quick Facts

• Remote (candidates must reside in Dallas, TX)
• Reports to Senior Director, Member and Provider Services

Description

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

Responsibilities

• Lead end-to-end management of cross-functional implementations/projects, including project plan creation, stakeholder engagement, cross-functional collaboration, edge case mitigation, and on-time completion.
• Evaluate departmental performance by creating, gathering, analyzing, and interpreting data and metrics; help develop departmental metrics and mitigation strategies.
• Partner with internal and external stakeholders to develop proactive implementation, communications, and program strategies to support successful change management and risk mitigation.
• May oversee team members directly and mentor team members to support growth and professional development.
• Ensure compliance with 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, vision, paid holidays, paid sick time, paid parental leave, 401(k) participation, life and disability insurance, and paid wellness time/reimbursements
• Unlimited vacation program and annual performance bonuses

Additional Information

Base pay range varies by location; final offer is determined by relevant skills, education, and experience.