Found Description
The Acting Sr Operations Manager, Customer Solutions ICP leads day-to-day operations for an integrated customer programs team, driving service performance, efficiency, and cross‑functional coordination. The manager steers queue management, escalations, and continuous improvement while stabilizing processes during an interim period. They translate business goals into measurable operational outcomes, align staffing and workflows to demand, and ensure a consistent customer experience. Success requires data‑driven decision‑making, clear communication, and disciplined execution across teams. The role partners with other functional areas, including Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services.
Essential Job Skills/Duties
- Own daily operations for Customer Solutions.
- Direct queue, capacity, and SLA performance.
- Lead escalations and drive timely resolution.
- Implement contin...