Director, Customer Care Operations

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

Overview

We are seeking an experienced Director of Customer Care Operations to lead and scale customer service operations within a dynamic healthcare technology environment. In this senior leadership role, you will oversee a large, multi-layered organization of approximately 150–200 pharmacy technicians and customer service agents, driving operational excellence, service quality, and an exceptional member experience.

You will establish performance targets, optimize workflows, manage operational budgets, and use data-driven insights to improve efficiency and service outcomes. Working closely with Workforce Management, Quality Assurance, Training, Compliance, Legal, and executive leadership, you will translate business priorities and regulatory requirements into practical operational strategies.

You will also lead continuous improvement initiatives, strengthen knowledge management, and identify opportunities to leverage technology and automation. This is an opportunity to shape scalable customer care operations while supporting a more transparent, efficient, and accessible healthcare benefits experience for millions of Americans.