Senior Manager, Customer Service; DentaQuest

Customer Service / Operations Manager

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Denta Quest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Location:

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.

The opportunity:

Leads and oversees customer service operations for assigned Government and strategic contact center functions, ensuring effective delivery of member, provider, client, and internal support services. Provides leadership for frontline production teams and managers, monitors operational performance against service level and contractual expectations, and drives continuous improvement in quality, accuracy, call routing, knowledge management, and customer experience. Serves as a key operational liaison across Workforce Management, Learning and Development, Quality Assurance, Client Engagement, Information Technology, vendor partners, and business leadership to support service delivery, incident response, technology readiness, and implementation of new tools and processes.

How you will contribute:

• Lead assigned Customer Service teams and managers responsible for government contact center operations, including production agents, specialty queues, and self-service support functions.
• Establish, monitor, and manage operational goals, service levels, quality expectations, productivity outcomes, and customer experience measures for assigned lines of business.
• Oversee daily, weekly, and monthly contact center performance, including call volumes, queue health, staffing impacts, service level attainment, abandonment, average speed to answer, handle time, and other key operating metrics.
• Partner with Workforce Management to align staffing, skilling, routing profiles, queue assignments, and contingency plans with operational demand and client-specific requirements.
• Coordinate with Learning and Development to create, review, and update knowledge articles, job aids, alerts, one-pagers, and training guidance for frontline agents and leaders.
• Support client-specific operations, including facilitation of key clients meetings, reporting completion, and action plan development and execution for the maintenance of client contractual and regulatory operational results.
• Serve as a contact center subject matter expert for telephony, call routing, queue configuration, interactive voice response, portal impacts, and related technology changes.
• Participate in technology readiness, user acceptance testing, defect validation, production readiness, and go-live support for new systems, platforms, routing changes, and operational tools.
• Lead or support operational incident response for major incident management and high-impact system events by assessing contact center impact, coordinating with Information Technology and business partners, communicating guidance, and confirming resolution.
• Develop clear communication for internal teams and business process outsourcing partners regarding known issues, routing changes, client requirements, system outages, service impacts, and required agent actions.
• Partner with Quality Assurance and Client Engagement to support client audits, calibrations, action plans, attestations, quality improvement activities, and timely responses to client requests.
• Monitor and support escalated member, provider, client, and internal issues, ensuring appropriate research, resolution, documentation, and leadership visibility.
• Collaborate with business process outsourcing partners and internal leaders to ensure consistent execution of processes, adherence to client-specific requirements, and appropriate use of queues, transfer protocols, and knowledge resources.
• Support organizational planning, role definition, span-of-control alignment, responsibility mapping, and transition planning as Customer Service and Shared Services responsibilities evolve.
• Coach, develop, and hold leaders and team members accountable for performance, quality, engagement, communication, and operational discipline.
• Participate in hiring, onboarding, performance management, corrective action planning, talent…