Customer Operations Manager

Description: This position is responsible for meeting or exceeding customer expectations, meeting or improving the product economics, and developing and maintaining a well trained and motivated staff. The Manager develops and receives sign off for customer satisfaction and process measurement matrices, develops team goals and is responsible for progress towards those goals. Also, responsible for managing process improvement activities, in addition responsible for developing the methodology for ad hoc projects based on client needs and objectives. This involves conferring with the client and or service counterpart and Ad Hoc manager to clarify needs and identify appropriate solutions. Excellent organizational and project management skills are required to coordinate resources.

o Manage and mentor staff and ensure work is planned, resources allocated, and work is successfully executed.
o Manage production process for assigned database/client from receipt of data or delivery of data.
o Provide directions to staff when issues arise that the staff cannot resolve on their own.
o Oversee and potential participate in project development for work team.
o Motivate production from the tea, ensure quality control procedures are met and encourage continuous process improvement.
o Monitor performance of team and initiate process and resource improvements.

Qualifications:
o Bachelor's Degree.
o 5-7 years in healthcare experience in data management, pharmacy or related work.
EOE

Salary/Benefits: Salary commensurate with experience
Wolters Kluwer offers a wide variety of competitive benefits to help meet your needs and to help you balance your work and personal life. Benefits include choices for medical, dental and life insurance; a 401(k)/profit sharing plan; disability plans; a flexible holiday and paid time off program; domestic partner benefits; and tuition and adoption assistance, among other plans and programs.

Job Location: Phoenix, AZ

Job Number: 013573

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