Vice President, Customer Experience (CX) Operations

Vice President Of Customer Experience (Cx) Operations

We are seeking a dynamic and experienced Vice President of Customer Experience (CX) Operations for ESIS. In this pivotal role, you will be accountable for data integrity in the internal client data capture system, effective integration and processes between business applications, and developing and positioning resources to support organizational strategy and tactical objectives. Reporting directly to the SVP ESIS Operations, you will collaborate with cross-functional leadership to develop and implement strategic initiatives aimed at enhancing the overall customer experience and improving operational efficiencies.

Key responsibilities include:

• Accountable for the execution of the Customer Experience (CX) Operations team, including but not limited to new business setup, renewals, pricing and contract reviews, reporting and audits, bulletin management, claims reviews, implementation and offboarding, internal client data system operations, and special projects.
• Develop new and enhance existing SLAs and KPIs with clear linkage to organization objectives and individual business goals.
• Lead identification of process and technology enhancements based on needs identified through day-to-day operations, collaboration with cross-functional teams, observations from audits, and/or new initiatives. Collaborate with leaders and cross-functional partners for opportunities that encompass various processes and applications.
• Drive initiatives to improve system data quality and rectify previous data issues, ensuring all client data and program instructions are accurately maintained in internal systems for seamless integration with downstream processes.
• Manage multiple initiatives and projects concurrently, ensuring adherence to timelines and deliverables.
• Coordinate training to enhance team knowledge and skills. Develop and maintain training materials and standard operating procedures, ensuring all updates are communicated effectively to team members and stakeholders.
• Oversee reporting and auditing processes for Customer Experience (CX) Operations and Partnership Services, providing additional ad hoc reports as requested by leadership.
• Work closely with Partnership Services and Sales teams to ensure a comprehensive understanding of client programs and continuously evaluate process flows for potential improvements.
• Assist the business owner of the internal client data system in ensuring quality requirements, effective screen design, robust test plans, and thorough user acceptance testing, including regression testing for system enhancements and bug fixes.
• Collaborate with the internal client data system owner, technology team, and other stakeholders to ensure timely delivery of projects, enhancements, and initiatives.
• Mentor team leaders and direct reports, fostering a culture of growth and high performance. Support leaders in developing their teams to achieve excellence.
• Ensure all team members have clear, consistent, and measurable goals. Utilize data and metrics to inform strategies, workload estimates, and staffing decisions, while adopting innovative approaches to manage workloads and achieve quality objectives.
• Travel required for team and management meetings.