Note: The job is a remote job and is open to candidates in USA. General Dynamics Information Technology (GDIT) is a global technology and professional services company supporting complex government, defense, and intelligence projects. They are seeking an Operations Manager to oversee project budgets and manage a remote team supporting the Centers for Medicare and Medicaid Services (CMS), ensuring efficient operations and high-quality service delivery.
Responsibilities
- Identify and implement AI solutions into inquiry response and call center operations, to streamline operations and implement efficiencies
- Run a call center operations toll free number
- Providing guidance, work leadership, and mentoring to a remote team of Healthcare Business Administrators and Training professionals who respond to policy and programmatic questions about the Affordable Care Act (ACA)
- Lead, mentor, and manage a team of Inquiry Response agents/Customer Service Representatives
- Work with client leadership daily on open issues, cases, and overall mailbox trends
- Proofread responses to ensure consistency with internal standards
- Attending or facilitating client meetings to identify business needs and provide recommendations for approaches to solving challenges with operations techniques
- Coach the team on errors and hold them accountable when standards are not met
- Review trends and complaint data to identify patterns and opportunities for improvement
- Ensure the team delivers empathetic, accurate, policy-aligned support across all channels (phone, email).Collaborate with cross functional teams to document inquiry responses for ongoing regulatory changes that affect in-person assisters and health care consumers with a high degree of organization and attention to detail
- Review other team member’s inquiry responses for quality and accuracy of response, format, and grammar
- Participate in client meetings and document notes in a clear and concise manner
- Analyze training needs and clearly define work products needed for all applicable team roles
- Create internal and external training materials including: desk guides, quick reference guides, job aids, SOPs, and KBAs
- Collaborating with other program teams to ensure consistency in customer service approaches and to operational needs, including: prompt responses to customer inquiries and requests, project scope and schedule management, client satisfaction management, process improvements, training and other skill enhancement needs, standards, and helpdesk solutions
- Communicate complex policy information clearly and in a well-organized manner
- Providing updates to project schedules and reporting on milestones, project progress, and other operational metrics
- Completing User Acceptance Testing (UAT) and coordinating signoff from business owners after UAT
Skills
- Bachelor's degree and 5+ years of relevant full-time work experience managing a call center and operation inbox's
- Experience implementing AI solutions into call center functions
- Experience working with the Centers for Medicare and Medicaid Services and working knowledge of the Affordable Care Act and/or related issues
- Experience leading and managing a team, mentoring and providing performance management, and delegating work assignments
- Experience working in a Salesforce software application development environment
- Excellent written and oral communication skills with demonstrated presentation and public speaking skills
- Sound analytic, problem solving, customer service, and qualitative skills
- Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
- Proficient using MS products, including MS Word, MS PowerPoint, and MS Excel
- Experience tracking deliverables and metrics, and presenting results to customers and senior leadership
- Experience providing demonstrations, virtual trainings, and responding to process questions
- Experience using JIRA, SharePoint, Teams, and Confluence
- Candidate must be able to obtain T4 Public Trust clearance
- Candidate must have resided in the U.S. three out of the last five years
- AWS Cloud/FedRamp experience
- Excellent knowledge of industry best practices, trends, and difficulties and how AI can streamline the team
- Excellent oral and written communication skills, with an ability to communicate complex technical topics to management and non-technical audiences
- Excellent analytical skills, including the ability to integrate information from multiple sources
- Ability to work independently and interact regularly with government and non-government stakeholders at multiple levels of authority
- Works well as a team member in a fast-paced and often time-sensitive environment
- Strong interpersonal skills to collaborate with customers and internal cross-functional teams
- Self-motivated and well organized with strict attention to detail
- Superior oral and written communication skills, with a demonstrated ability to communicate complex technical topics to management and non-technical audiences
- Ability to understand and manage customer expectations
- Ability to prioritize and work on multiple projects at the same time
- Excellent analytical skills, including the ability to integrate information from multiple sources
- Ability to work independently and interact regularly with government and non-government stakeholders at multiple levels of authority
Benefits
- Growth: AI-powered career tool that identifies career steps and learning opportunities.
- Support: An internal mobility team focused on helping you achieve your career goals.
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off.
- Community: Award-winning culture of innovation and a military-friendly workplace.
- Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
- To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
- GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year.
- Paid leave and paid holidays are prorated based on the employee’s date of hire.
- The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
- To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
- We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
Company Overview