Senior Manager, Service Operations in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Service Operations based in the United States.

This leadership role is focused on optimizing critical service operations that support accurate, compliant, and seamless member experiences.
The position oversees enrollment, billing, mailroom operations, and external service provider performance while driving operational excellence.
You will manage complex workflows, strengthen vendor partnerships, and ensure processes meet regulatory and business requirements.
Working cross-functionally with teams across operations, compliance, customer experience, and technology, you will help improve efficiency and service quality.
The ideal candidate is an experienced operations leader who combines strong analytical skills, relationship management, and a passion for improving healthcare experiences.
This remote opportunity offers the chance to influence scalable processes within a mission-driven healthcare organization.

The Senior Manager, Service Operations will lead operational oversight for enrollment, billing, and mailroom functions while ensuring accuracy, compliance, and continuous improvement. This role requires strong vendor management capabilities, strategic thinking, and the ability to solve complex operational challenges.

• Oversee enrollment and billing operations to ensure applicant and member information is processed accurately, efficiently, and within required timelines.
• Ensure premium billing activities are completed accurately, including monthly premiums, penalties, and applicable subsidy processing.
• Manage incoming mailroom operations, including document scanning, sorting, routing, and workflow optimization.
• Serve as the primary point of contact for external operational service partners, managing daily interactions, expectations, and performance.
• Monitor service-level agreements (SLAs), compliance requirements, and operational performance metrics to ensure consistent delivery.
• Develop and maintain vendor oversight processes, including performance scorecards, reporting, remediation plans, and improvement initiatives.
• Partner with internal stakeholders across claims, utilization management, customer experience, compliance, finance, and other operational teams.
• Support regulatory activities, including audits, attestations, and implementation of new or updated requirements.
• Identify operational risks, investigate complex issues, and drive timely resolution through effective problem-solving.
• Develop and maintain operational policies, procedures, and accountability frameworks.
• Lead meetings with service partners by preparing updates, tracking action items, and ensuring alignment on priorities and timelines.
• Review existing processes and recommend improvements to increase efficiency, accuracy, and member satisfaction.
• Develop work plans, establish operational objectives, and coordinate resources to support key initiatives.
• Perform additional operational responsibilities as needed.

The ideal candidate brings extensive experience in healthcare operations, vendor management, and service delivery environments. They should have strong communication skills, the ability to manage complex workflows, and experience improving operational processes in regulated industries.

• 3+ years of experience managing vendor relationships, business process outsourcing (BPO/BPaas), or external service providers.
• 5+ years of experience in Medicare enrollment, mailroom operations, billing, or healthcare insurance operations.
• Strong understanding of enrollment processes, member data management, billing workflows, and regulatory requirements.
• Proven ability to manage operational performance, SLAs, compliance standards, and improvement initiatives.
• Excellent written and verbal communication skills with experience building strong professional relationships.
• Ability to analyze reports, dashboards, and operational data to identify trends and make recommendations.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience developing presentations, process documentation, operational reports, and performance reviews.
• Demonstrated problem-solving skills with the ability to resolve complex issues independently.
• Ability to collaborate effectively across multiple teams and business functions.
• Experience working in a regulated healthcare environment preferred.
• Strong knowledge of Medicare Advantage operations preferred.

• Competitive base salary range of approximately $129,200 – $168,000 USD annually, depending on experience, skills, qualifications, and location.
• Equity opportunities and performance-based bonus program.
• 401(k) matching contributions.
• Comprehensive medical, dental, and vision insurance coverage.
• Flexible paid time off and company holidays.
• Remote-first work environment with flexibility to collaborate from anywhere.
• Mental health resources and employee wellness initiatives.
• Professional development programs, mentorship opportunities, and learning support.
• Employee Stock Purchase Plan (ESPP) with discounted equity opportunities.
• Reimbursement for home office setup expenses.
• Monthly cell phone and internet stipend.
• Paid parental leave for new parents.
• Opportunities to contribute to impactful healthcare solutions and operational improvements.