Manager, Business Operations & Strategy

The Manager, Business Operations & Strategy oversees the strategic direction and operational performance of the Contact Center, blending operational management with strategic planning to ensure exceptional member service and efficient workflows. This leadership role drives enterprise-level initiatives, influences policy decisions, and leads innovation across service channels to enhance efficiency, scalability, and member experience. The position requires strong analytical skills, cross-functional project leadership, and the ability to develop and execute strategic plans aligned with organizational goals.