Operations Manager, Sr Steward

Full-time | Scottsdale, AZ

I'm interested

Operations Manager, Sr Steward

Full-time | Scottsdale, AZ

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Hello we’re Accolade.

We have an opportunity to change the way consumers experience the healthcare system that’s really not working in their favor. Our mission is to make life better for the consumer, drive costs down for the business, and actually make people healthier through compassion, expertise, and technology.

Job Details

Accolade is a personalized health and benefits solution that dramatically improves the experience, outcomes and cost of healthcare for employers, health plans and their members. With a unique blend of compassionate advisors, clinical experts and intelligent technologies, we engage individuals and families in their health, establish trust, and influence their decisions at every stage of care. Accolade connects the widest array of personal health data and programs to present a single point of contact to the most effective health and benefits resources, while coordinating with providers at every step. Accolade consistently achieves 70 and higher Net Promoter Scores, 98% consumer satisfaction ratings, and up to 15% employer cost savings. Accolade has been recognized as one of the nation’s 25 most promising companies by Forbes, a fastest-growing private healthcare company by Inc. 5000, and is consistently rated a Top Workplace across the country. For more information, visit accolade.com

The Manager Operations-Contact Center (Sr Steward), reporting to the Sr Mgr, Health Assistant Practice, is responsible for fostering the growth and development of multiple teams and manages daily operational performance and development of the Front-line Care Team.  Direct supervisory responsibility for 5-10 (Supervisors). The key objectives for this role are driving account level Operation effectiveness while meeting Accolade and client expectations on continuous basis.   This role will interface with multiple leadership stakeholders and Health Assistants to ensure united delivery on shared operational objectives. 

A day in the life…

People Leadership:

  • Coaching and Development – build & maintain a highly engaged & high performing operational team.
  • Ability to accurately assess talent against expectations of the role and cultural engagement. 
  • Drive high employee engagement and retention by maintaining and creating a positive working environment
  • Conduct daily/weekly one on one meetings with direct reports as well as skip level meetings to provide guidance and direction, provide updates, and build synergy within team.
  • Train and develop Supervisors through coaching and mentoring strategies to achieve/exceed customer performance objectives, while maintaining a positive employment environment for Frontline Care Team.
  • Conduct performance reviews on direct reports

Deliver Operational Service excellence & execution:

  • Operational Leadership – Complete accountability of Operational delivery of Customer Account(s)
  • Daily Review of client measurable Key Performance Indicators, to ensure monthly performance goals are on target; create any necessary adjustments as required to meet performance goals.
  • Work alongside Workforce Management to develop and ensure appropriate staffing level requirements are being met and effectively communicated to the Frontline Care Team
  • Depth in understanding of trends/themes/issues and analysis; develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outline ownership and next steps. This includes realizing expected results of innovation and new strategies.
  • Participate in recruiting processes
  • Assist Sr. Operations Manager an Sr. Operations Director in preparing and/or reviewing weekly, monthly, and quarterly monthly account summary reports and/or business performance reviews
  • Respond on a timely manner to problems and lead resolution efforts and appropriate corrective action
  • Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improve operational performance
  • Partner and assist the Quality and Training department in identifying training opportunities that support continuous performance improvement and development goals
  • Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, technology solutions.
  • Be the point of contact for Supervisors, and Sr. Manager and or Director in their absence.

What we are looking for…

  • Bachelor’s Degree or equivalent education
  • Established analytical thinking skills, observational & communication skills and collaboration.  Awareness of customer service level agreements and strategy development, are key drivers of success required
  • Ability to travel to Accolade US branches as needed
  • Strong data analytics and problem solving skills
  • 5+ years of Contact Center management experience within Operations, and/or equivalent combination of education and experience, with extensive experience under the following:
    • Managing a team in a high-touch service environment (preferably/not a requirement with telephonic component and/or healthcare-related)
    • Strong track record of career development and employee engagement/retention
    • Creating an inclusive and collaborative team environment- see Cultural Cornerstones (below)
    • Driving consistent operational excellence and outlining process improvement initiatives
    • Exhibiting and instilling a growth mindset
    • Strong coaching, planning, and change management skills
    • Excellent communication skills
    • Demonstrated ability to engage and motivate a remote workforce
    • Demonstrated strong leadership, coaching, and mentoring tactics that are utilized daily towards both individual and team goals.
    • Demonstrate resilience and adaptation to change in a fast-paced, dynamic environment
    • Professional, self-motivated, enthusiastic demeanor
    • Strong organizational and time management skills

What is important to us

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

We find joy and purpose in serving others

Making a difference in our members’ and customers’ lives is what we do.  Even when it’s hard, we do the right thing for the right reasons.

We are strong individually and together, we’re powerful

Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done

Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We’re boldly and relentlessly reinventing healthcare

We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time. 

All your information will be kept confidential according to EEO guidelines.

Indigo

Operations Manager, Sr Steward

Full-time
Scottsdale, AZ
Service Operations
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