[Hiring] Manager, Resolution Operations @5813c835-5f40-4cab-ab2a-29cef77339bc

Role Description

We’re looking for a Manager, Resolution Operations who knows how to bring people, processes, and performance together. Someone who can develop leaders, turn data into action, solve problems, and keep operations moving forward all while remembering the people behind the numbers.

If you’re a hands-on leader who thrives in a fast-paced environment, enjoys making things work better, and wants your leadership to have a meaningful impact, we’d like to meet you.

What You’ll Do

• Manage, mentor, and develop Supervisors and Team Leaders, building a team that delivers results and supports one another.
• Monitor performance, analyze trends, identify gaps, and use reporting to drive smarter operational decisions.
• Identify opportunities to improve efficiency, quality, productivity, and profitability across our Social Security and Medicare operations.
• Support strategic planning, budgeting, forecasting, and growth initiatives that prepare the department for the future.
• Establish clear expectations, monitor service levels and quality metrics, and address challenges before they become bigger problems.
• Collaborate with IT, Data Services, HR, Finance, Account Management, and senior leadership to get things done.
• Foster a positive, accountable team culture while ensuring exceptional service for our health plan clients and the individuals we serve.

Qualifications

• A bachelor’s degree in a business-related field.
• At least 3–5 years of operations and people leadership experience.
• Experience leading multiple functions and managing through Supervisors or Team Leaders.
• Strong analytical skills, including the ability to use Excel and operational reporting to identify trends and performance opportunities.
• Excellent communication, project management, problem-solving, and coaching skills.
• The ability to balance big-picture strategy with the details that keep daily operations running smoothly.
• Experience in a call center, insurance, government agency, or human services environment is preferred.
• Knowledge of Medicare, Medicaid, or SSI/SSDI programs is a plus.
• Ability to work within the contiguous United States.

Benefits

• Help vulnerable members access healthcare programs and benefits that can improve their quality of life.
• Join a team that values compassion, advocacy, collaboration, and treating employees with respect.
• Build your healthcare, member advocacy, and professional skills while gaining experience in a growing organization.
• Enjoy flexible work options and a supportive environment designed to help you succeed both professionally and personally.
• HFI offers competitive compensation and a comprehensive benefits package, including medical, dental, vision, life insurance, 401(k), paid time off, incentives, and flexible work options. Benefits are offered date of hire.

Company Description

HFI is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. HFI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. HFI will not tolerate discrimination or harassment based on any of these characteristics. HFI encourages applicants of all ages.