Role Description and Mission:
We're looking for a service oriented and resilient Performance Manager who is passionate about customer service, helping others and delivering strong results.
The Performance Manager creates and manages the overall service delivery strategy for all services for an assigned network region. Responsible for improving service delivery metrics, customer satisfaction and reducing costs within the candidate’s area of focus. Performs root cause analysis to identify under performing markets and executes on a strategy to improve performance metrics. Fosters strong partnerships with key providers through education of best practices. Manages providers to meet assigned performance metrics for all services. Assists with coordinating competitive intelligence and market feedback on essential issues.
Key Outcomes:
- Implements a master strategy for assigned region and creates action plans to improve CSI and reduce claims expense.
- Coach service providers on overall performance within assigned region.
- Communicates product and process changes to individual providers.
- Builds and maintains positive relationships with clients and service providers while providing enhanced service level performance.
- Coordinates and completes targeted proactive analyses for managing network performance.
Qualifications:
- Bachelor’s degree in business or equivalent experience.
- 3 - 5 years of related supplier or asset management and/or procurement related experience.
- Previous service experience in service delivery is a plus.
- Strong analytical, communication and relationship building skills are a requirement.
- Excellent performance management and relationship building skills.
- Exceptional written and verbal communication skills. Works in a fast-paced environment, builds strong partnerships.
- Utilizes good judgment, analytical and decision-making skills.
- Works independently with minimal guidance.
Hiring In:
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United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA