Manager Customer Support Benefits

Responsibilities: - Be the ultimate people manager. Conduct regular one-on-ones, performance reviews, and development planning to promote employee growth and high-impact performance across a team of Member Services Associates and Senior Associates. - Act as the primary escalation point for member issues and complex fertility-related financial and billing issues, driving problems to resolution while managing communication with key stakeholders. - Learn the ins and outs of Maven’s business and the day-to-day Member Benefit Services team responsibilities, diving in to directly master our various communication channels and reimbursement processes. - Lead by example to ensure a culture focused on empathetic care, ensuring that the needs of our members are met in an exceptional manner. - Directly answer member inquiries on inbound/outbound calls and Zendesk messages in times of high volume or during staffing gaps. - Use your continuous improvement mindset to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs. - Ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, and CSAT. - Report on MBS team metrics, KPIs, OKRs, to the director of MBS as well as cross functionally. - Facilitate the team’s alignment with broader organizational objectives and effectively lead through change. - Review, maintain, and create MBS team SOPs, workflows, and communications to the team to ensure understanding and alignment on MBS team processes. - Collaborate cross-functionally with our Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment, Engineering, and Client Success teams. - Coordinate new hire training and take an active role in the success of new employees during onboarding and training. - Perform other duties as assigned. Qualifications: - 5–7 years of experience in Customer Service Operations, including team leadership roles. - 3+ years of experience managing teams of 10+ in a service/support environment. - 2+ years of direct experience resolving complex fertility financial and benefits billing issues, including coordination with payers and employer-sponsored benefit plans. - 1–3 years of experience in managed healthcare, insurance, or employer benefits. - Strong track record of mentoring and coaching team members. - Flexibility and experience managing in fast-paced, high-growth environments. - Experience managing inbound and outbound call support, email or app-based written support. - Track record of driving improvement with impactful and measurable results. - Demonstrated ability to analyze performance metrics to identify trends, root causes, and improvement opportunities. - A strong sense of empathy applied to direct reports, members, and cross functional business partners. - Savvy business judgment and the ability to support data-driven, results-oriented decision-making. - Experience in motivating a team to achieve KPIs, drive efficiency, and managing change. - The ability to create order from chaos and a willingness to roll up your sleeves. Working Conditions: - The Member Services team supports members seven days a week; therefore, occasional weekend coverage is expected. - This position is Monday through Friday, 9:00 AM–5:00 PM EST.