Manager, Customer Experience & Payment Integration Operations

VSP Vision Care is seeking a Manager for Customer Experience & Payment Integration Operations to provide strategic leadership in a complex service environment. The role involves managing a team, aligning enterprise priorities, and improving operational efficiency to ensure effective service delivery.

Responsibilities:

• Provide strategic leadership for a complex, systems-powered service environment to ensure critical services and platforms meet Customer Experience and Payment Integration (CE/PI) business needs
• Manage a team supporting enterprise and divisional projects, strategic initiatives, and system implementations, setting the direction for operations and operational improvement work efforts across product, eligibility, and business partner support functions
• Drive alignment of enterprise priorities into operational execution across servicing, system integration, and workflows, to support cross-functional coordination, intake prioritization, and operational readiness for scalable, compliant, and efficient service delivery
• Effectively allocate staff and resources to align with business priorities, including corporate and divisional needs across product, eligibility, and business partner support functions
• Identify, analyze, and diagnose issues that cause service or system degradation
• Serve as a business point of contact during service and system disruptions, ensuring coordination across CE/PI functions
• Contribute to the development of division strategic and tactical goals, initiatives, and objectives, ensuring alignment to enterprise CE/PI priorities and portfolio outcomes
• Lead initiatives to reduce administrative costs and improve operational efficiency by working collaboratively across teams to achieve measurable outcomes
• Continually evaluate systems, business processes, requirements, and limitations, identifying opportunities to enhance servicing, payment integration workflows, and overall operational effectiveness
• Remain current on new technologies and methods to ensure operational wellness and cost-effective solutions to business processes, including high-level analysis of systems, integrations, and servicing platforms and their impact to business partners
• Engage in both reactive and proactive issue identification, root cause analysis, and problem solving, extending beyond the immediate team to address broader, cross-functional impacts across CE/PI
• Lead intake coordination and prioritization of system enhancements, defects, and regulatory changes, ensuring alignment to enterprise priorities and operational readiness for implementation
• Translate business requirements into operational needs, including impact assessments and readiness plans, supporting effective execution of system and process changes
• Drive integration across systems, servicing platforms, and payment workflows to support consistent and seamless execution of customer and provider experiences
• Lead operational readiness efforts for system deployments and enhancements, including communication, training, and workflow alignment, ensuring successful adoption and stabilization of new capabilities
• Leverage data to identify trends, performance gaps, and system-driven inefficiencies, and conduct root cause analysis tied to system behavior, workflows, and integration points
• Assure effective communications are maintained both internally and externally
• Ensure staff are aware of division and corporate goals and objectives, and understand their role and contribution in achieving them
• Represent CE/PI Operations division and act as a subject matter expert for operational processes, system changes, and servicing workflows

Requirements:

• Bachelor's degree in related field or equivalent experience
• Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work, and managing performance of direct reports
• Demonstrated experience working with claims and customer service systems, business processes, policies, and procedures
• Experience in intake management, change readiness, or system/process implementation
• Strong ability to translate business needs into operational and system-driven solutions
• Excellent written and verbal communication skills
• Strong organizational and project management skills