[Hiring] Director, Customer Care Operations @Judi Health

Role Description

The Director, Customer Care Operations is accountable for the operational performance, service quality, and continuous improvement of Customer Care. This leader sets direction for how work flows through the organization, owns the operating metrics and results that matter to members, clients, and the business, and leads managers and cross-functional partners to deliver scalable, efficient, and high-quality service.

This leader directly manages two Customer Care Managers and has leadership accountability, through 12 Supervisors, for an organization of approximately 150-200 pharmacy technicians and customer service agents. The Director drives Customer Care’s priorities for policy, quality assurance, training, and compliance in partnership with the enterprise leaders who own those disciplines, ensuring they are embedded in day-to-day operations and translated into measurable results.

Qualifications

• Bachelor’s degree in business, healthcare administration, or a related field, or equivalent combination of education and experience.
• 10+ years of experience in a call center or customer care environment, including 7+ years in a leadership role managing managers or multiple teams.
• Demonstrated success improving operational performance, including service levels, quality, efficiency, and member experience, through data-driven process improvement.
• Experience partnering with Quality, Training, Compliance, and Policy functions to drive requirements into operations.
• Experience developing and coaching leaders and building knowledge management capability.
• Strong analytical skills with the ability to turn operational data into insights and executive-ready recommendations.
• Exceptional leadership, interpersonal, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficient with Microsoft 365 products such as Outlook, Word, Excel, and PowerPoint.
• Knowledge of management principles and familiarity with Judi Health products, services, and operational workflows.
• Highest personal integrity.

Requirements

• Lead Customer Care operations through two Managers and 12 Supervisors, with accountability for approximately 150-200 pharmacy technicians and customer service agents delivering member, pharmacy, and client service, frontline execution, and issue resolution.
• Own operational performance against service, quality, efficiency, and member experience goals; establish targets, monitor results, and hold the organization accountable for outcomes.
• Use call trends, escalations, quality results, and operational data to identify root causes, prioritize improvements, and drive measurable performance gains.
• Partner with Workforce Management and Operations leadership on forecasting, staffing, scheduling, and capacity planning to meet demand and service commitments.
• Accountable for Customer Care Operations budget performance, managing labor costs against forecast in partnership with Workforce Management.
• Build and present executive-level reporting, insights, and business cases that inform staffing, investment, and operating-model decisions.
• Lead the identification, design, and implementation of workflow and process improvements that reduce friction, eliminate rework, and increase first-contact resolution.
• Oversee operational process documentation, job aids, and workflow guidance so frontline teams have clear, consistent, and current direction.
• Direct escalation and issue-resolution efforts by researching root cause, aligning stakeholders, and ensuring sustainable fixes are implemented.
• Lead knowledge management efforts to ensure agents, supervisors, and leaders have accurate and accessible information to resolve inquiries efficiently.
• Identify opportunities to leverage technology and automation, including Salesforce CRM and Salesforce Knowledge, phone systems, and the Member Portal, to improve service and productivity.
• Partner with Policy, Compliance, and Legal leaders to ensure regulatory and legislative requirements are reflected in Customer Care operations.
• Maintain operational readiness for audits and regulatory reviews, and drive timely closure of Customer Care corrective actions, in partnership with Compliance and Legal.
• Lead, coach, and develop managers and supervisors; build a strong leadership bench and a culture of accountability, engagement, and continuous improvement.
• Participate in team meetings and listen to the voice of the frontline and the member to understand what is driving call volume and complexity.
• Lead or sponsor major initiatives, including new client and program launches, transitions, and operating-model changes, to ensure Customer Care readiness, scalability, and a positive frontline experience.
• Represent Customer Care with executive leadership, clients, and cross-functional partners.

Benefits

• Remote, US Salary Range: $135,200 — $213,500 USD.