Customer Support Manager

Sutter Health Operational Leadership Position

We are so glad you are interested in joining Sutter Health!

Organization: CPMC-California Pacific Med Center Van Ness

Position Overview: Manages and provides operational leadership which includes one or more teams providing customer support services. Plans, organizes, and directs operations and resources to ensure effective and efficient delivery of customer support services consistent with applicable standards and regulations. Establishes protocols and practices, ensuring compliance with department, affiliate, operating unit, and/or system standards, policies and procedures, and applicable laws and regulations. Takes a strategic and tactical approach in identifying best practices and standardizing workflows/processes, and developing plans of action to implement changes. Establishes and manages capital and operational budgets to achieve financial targets via effective utilization of personnel, resources and supplies. Develops and maintains a solid partnership with internal and external peers, leaders, and/or local/state/federal agencies to facilitate and collaborate on initiatives or issues resolution. Provides guidance and/or direct intervention in resolving challenging or complex situations.

Job Description:

Education: Equivalent experience will be accepted in lieu of the required degree or diploma. Bachelor's: Finance, Human Resources, Business Management, or related field.

Typical Experience: 8 years of recent relevant experience.

Skills and Knowledge: Demonstrated leadership skills, including team building, and coaching/mentoring, with the ability to motivate and engage others. Thorough understanding of customer support and call center operations, workflows, and how the department's processes/workflows impact other department operations. Demonstrates understanding of business and operational requirements. Demonstrates ability to develop and manage a budget. Demonstrates tactical and analytical thinking and planning skills, and can develop a plan to accomplish objectives, identify obstacles, and resolve operational issues. Knowledge of emerging trends and how they impact operations. Ability to build and establish effective working partnerships with employees, peers, and/or leaders to achieve business objectives. Demonstrates ability to handle confidential and sensitive issues. Verbal and written communication, and interpersonal skills. Fluency in English. Ability to handle difficult circumstances and make sound business decisions with little direction. Demonstrates ability to work in a dynamic and fast-paced environment with changing business priorities. Organizational and time management skills, with the ability to prioritize multiple projects while delivering quality service and achieving business results. Demonstrates a customer service focus in all decisions and actions. Demonstrates ability to work/interact with a diverse population while respecting cultural and linguistic differences and fostering an inclusive work environment. Working knowledge of wage and hour laws. In-depth working knowledge of Customer Relationship Management (CRM) tools and shared services enabling technologies.

Job Shift: Varied

Schedule: Full Time

Days of the Week: Variable

Weekend Requirements: As Needed

Benefits: Yes

Unions: No

Position Status: Exempt

Weekly Hours: 40

Employee Status: Regular

Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.

Pay Range is $57.00 to $85.50 / hour The salary range for this role may vary above or below the posted range as determined by location. This range has not been adjusted for any specific geographic differential applicable by area where the position may be filled. Compensation takes into account several factors including but not limited to a candidate's experience, education, skills, licensure and certifications, department equity, training and organizational needs. Base pay is just one piece of the total rewards program offered by Sutter Health. Eligible roles also qualify for a comprehensive benefits package.