Operations Senior Manager, Individual Dental Operations
The Operations Senior Manager, Individual Dental Operations serves as the senior operational leader responsible for the day-to-day execution, performance, and delivery of the Individual Dental business. This role provides leadership across Customer Operations, Enrollment, Billing, Reconciliation, Business Intelligence & Operational Reporting, and outsourced operational functions supporting the end-to-end customer and business experience.
The Operations Senior Manager is accountable for operational performance, service delivery, regulatory execution, vendor management, and operational readiness across the Individual Dental business. This leader partners closely with Enterprise Operations, Technology, Product, Finance, Compliance, and Vendor partners to ensure operational excellence, customer satisfaction, financial accuracy, and business continuity. The role serves as the primary operator responsible for ensuring the business runs efficiently, effectively, and in compliance with all regulatory and business requirements.
Core Accountabilities and Responsibilities
Core Operations Leadership
- Lead day-to-day operations across the Individual Dental business, ensuring operational performance, service delivery, and customer outcomes achieve defined business objectives.
- Establish operational priorities and execution plans that support business goals, customer experience objectives, and business requirements.
- Monitor operational performance and implement corrective actions to address service disruptions, performance gaps, operational risks, and emerging business issues.
- Serve as the operational leader during enrollment periods, business events, and significant operational incidents.
- Ensure operational readiness and execution for all business initiatives impacting customer, provider, billing, enrollment, or servicing functions.
Enrollment, Billing & Financial Operations
- Provide leadership and oversight for enrollment operations, including applications, onboarding, renewals, terminations, eligibility maintenance, and enrollment integrity.
- Direct billing and premium administration functions to ensure accurate invoicing, premium collection, financial reconciliation, and customer account management.
- Oversee reconciliation activities to ensure financial accuracy and timely resolution of operational discrepancies.
- Establish operational controls and monitoring processes that support operational accuracy and business performance.
- Partner with Finance and enterprise business teams to resolve operational issues impacting financial outcomes.
Customer Operations & Service Delivery
- Lead customer operations activities, including service delivery, contact center performance, escalations, complaint management, and issue resolution.
- Ensure customer inquiries and operational issues are resolved efficiently while maintaining high levels of service quality and customer satisfaction.
- Monitor service performance metrics and implement improvement plans that enhance operational outcomes.
- Partner with internal and external service organizations to ensure a consistent customer experience across all interaction channels.
- Serve as the escalation point for significant operational and customer service issues.
Business Intelligence & Operational Reporting
- Lead operational reporting and business intelligence functions supporting the Individual Dental business.
- Establish performance scorecards, dashboards, and reporting frameworks that provide visibility into operational health and business performance.
- Monitor key operational metrics and trends, identifying opportunities to improve performance, productivity, and customer outcomes.
- Deliver operational insights and recommendations that support leadership decision-making.
- Support executive reporting, business reviews, forecasting activities, and operational planning processes.
Claims & Enterprise Operations Oversight
- Provide business oversight of Dental Claims operations performed by Enterprise Operations organizations.
- Partner with enterprise operational leaders to ensure claims performance, quality, accuracy, turnaround times, and customer outcomes meet business expectations.
- Monitor claims-related performance metrics and drive resolution of operational issues impacting customers, providers, or business results.
- Collaborate with Enterprise teams to improve operational processes, service levels, and member experience outcomes.
- Represent Individual Dental operational priorities within enterprise operational forums and planning activities.
- Lead and develop a high-performing team across customer operations, operational support, reporting, and business operations functions.
- Establish clear performance expectations and accountability measures that drive operational results.
- Foster a culture of operational excellence, customer focus, accountability, continuous improvement, and innovation.
- Support talent development, succession planning, and workforce…
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