Blue Cross and Blue Shield of Minnesota · 1 day ago
Director of Customer Service
Eagan, MN
Full-time
Hybrid
Mid, Senior Level
$118K/yr - $200K/yr
7+ years expBlue Cross and Blue Shield of Minnesota is committed to transforming healthcare and is seeking a Director of Customer Service to elevate customer service operations to world-class standards. This role involves leading service operations strategies, managing vendor partnerships, and developing high-performing teams to enhance customer satisfaction and operational efficiency.
Insurance
Responsibilities
Leads the execution of service operations strategies to deliver exceptional, cost-effective customer experiences
Develops and drives performance metrics that ensure alignment with corporate goals, regulatory standards, and service-level commitments
Optimizes resource allocation and workforce planning to maintain optimal staffing levels across service areas, collaborating with key stakeholders to support enterprise-wide objectives
Partners with account management teams to strengthen customer relationships and deliver tailored service solutions that drive satisfaction and retention
Champions cross-functional initiatives to identify and implement technology and process innovations that enhance operational efficiency and accuracy
Serves as the voice of the customer on enterprise initiatives, ensuring service capabilities align with member needs and business objectives
Inspires and develops high-performing teams, fostering a culture of accountability, continuous improvement, and achievement of performance goals across the service center
Leads talent development and succession planning, implementing programs that build bench strength and prepare future leaders
Oversees departmental operations, including recruitment, onboarding, and compliance with EEO and Affirmative Action standards
Drives employee performance and engagement through coaching, career development, policy leadership, and effective cost and behavior management
Qualification
Required
Accepting this position at BCBSMN requires signing an Employee Confidentiality, Intellectual Property Assignment and Restrictive Covenants Agreement as a condition of employment
7+ years of related professional experience, with 3+ years of management experience. All relevant experience including work, education, transferable skills, and military experience will be considered
Call Center experience required including familiarity with CRM and call center software
Track record of exceeding customer expectations with a focus on World Class operations and strong commitment to service excellence
Demonstrated ability to lead and coordinate offshore service teams with a proven record of enhancing service delivery and reduce costs with a focus on quality assurance, SLA adherence, and operational efficiency
Strong analytical and problem-solving abilities with ability to work in a fast-paced environment
Adept at translating complex data into actional strategies that enhance operational efficiency and customer satisfaction
Proven track record of meeting and exceeding performance targets
Demonstrated ability to develop and execute strategic plans and implement process improvements
Skilled in end-to-end project leadership, from planning to execution to stakeholder alignment and delivery
Well-developed communication and presentation skills with the ability to build strategic relationships and influence others
Demonstrated expertise in coaching and developing employees to enhance performance, engagement, and career growth
High school diploma (or equivalency) and legal authorization to work in the U.S
Preferred
Bachelor's degree or MBA/Master's degree
Previous work experience in service industry, healthcare, or insurance
Previous experience managing vendors with responsibility for contract oversight, performance tracking, issue resolution, and alignment of service-level expectations
Benefits
Medical, dental, and vision insurance
Life insurance
401k
Paid Time Off (PTO)
Volunteer Paid Time Off (VPTO)
And more
Company
Blue Cross and Blue Shield of Minnesota
About Blue Cross Blue Cross and Blue Shield of Minnesota is a taxable, nonprofit organization with a mission to make a healthy difference in people’s lives.
1001-5000 employees
H1B Sponsorship
Blue Cross and Blue Shield of Minnesota has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (4)
2023 (6)
2022 (2)
2021 (3)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Carrie S. Lawrence
Executive Administrator to the President & CEO and Chief of Staff
Patsy Riley
Chief Goverment Officer and Senior Vice President and CEO, ClearStone Solutions
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