Customer Relations Operations Manager

The Customer Relations Operations Manager leads all Medicaid Customer Relations Operations, serving as the primary point of contact for call center and mailroom functions while ensuring exceptional service delivery to recipients, providers, and agency stakeholders.

This position is contingent upon the award of a government contract. Recruiting and interviewing activities may occur prior to contract award; however, employment and start dates are subject to contract award, funding, customer approval requirements, and/or satisfaction of any applicable pre-employment conditions.

Key Responsibilities

• Serve as the primary point of contact for Alabama Medicaid CPMS Customer Relations Operations. 

• Oversee Call Centers and Mailroom services. 

• Lead and support Call Center Managers.

• Ensure SLAs and KPIs are met or exceeded. 

• Conduct audits and present quarterly agency reports. 

• Monitor customer satisfaction and drive continuous improvement.

Required Qualifications

• Bachelor’s degree in computer science, Information Systems, Healthcare Administration, Business Administration, or equivalent combination of education and experience.

• 8+ years managing Medicaid or major healthcare payer operations. 

• Strong call center leadership experience. 

• Excellent written and verbal communication skills. 

• Ability to thrive in a fast-paced, high-stress environment.

• Must complete a background check that includes fingerprinting.

Preferred Qualifications

• Medicaid program support experience.

• Government healthcare contract experience. 

• Executive stakeholder presentation experience.

Flexible Working

At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.

In this role, you can expect the following working conditions:

• Onsite work: Work in our local office, receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career.

Working For You

Perks and rewards designed for you:

• Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.

• Retirement Savings: We will support you as you save for your future.

• Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.

• Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.

• Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.

• Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.

• Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.

Join Us

At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. 

We strive to create a culture where you can:

• Bring your authentic self to work.

• Grow and thrive, both personally and professionally.

• Make a difference with our clients, in our communities, and with the millions of people we support.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $97,790-$127,000.