[Remote] General Manager, Healthcare Customer Service Operations (Remote)

Note: The job is a remote job and is open to candidates in USA. Cognizant is seeking an experienced General Manager to lead and scale large healthcare customer service operations. This role involves end-to-end ownership of member and provider call center delivery, managing teams of 500+ associates and leaders, while driving performance, quality, and customer experience at scale.


Responsibilities

  • Lead and oversee large-scale healthcare call center operations, including hiring, training, operations, quality, reporting, and workforce performance
  • Drive SLA and KPI achievement through effective operational strategy, governance, and continuous improvement
  • Serve as the primary escalation point, ensuring timely issue resolution and strong stakeholder communication
  • Partner with senior leadership to execute strategic initiatives and implement operational changes
  • Present performance metrics, insights, and improvement plans to internal and external stakeholders
  • Identify and implement process improvements to enhance service delivery and customer experience
  • Ensure robust knowledge management, including SOP development, review, and version control
  • Manage productivity, quality assurance, compliance, attrition, absenteeism, and workforce planning
  • Lead budgeting, forecasting, and financial performance management for the operation
  • Develop talent through coaching, performance management, succession planning, and career development
  • Foster a culture of engagement, accountability, and continuous improvement
  • Able to handle multiple projects across different clients

Skills

  • Bachelor's degree or equivalent practical experience
  • Extensive healthcare experience, specifically leading member and/or provider call center operations
  • Proven experience managing large teams (500+ associates) in a customer service environment
  • Strong understanding of SLAs, KPIs, and operational performance management
  • Proficiency in Microsoft Word and Excel
  • Excellent leadership, communication, and stakeholder management skills
  • Strong organizational, time management, and problem-solving abilities
  • Ability to work effectively under pressure and manage multiple priorities
  • Ability to work with multiple clients simultaneously and take ownership of end to end delivery
  • Willing to travel to client location as per engagement requirement

Benefits

  • Medical/Dental/Vision/Life Insurance
  • Paid holidays plus Paid Time Off
  • 401(k) plan and contributions
  • Long-term/Short-term Disability
  • Paid Parental Leave
  • Employee Stock Purchase Plan

Company Overview

  • Cognizant is a professional services company that helps clients alter their business, operating, and technology models for the digital era. It was founded in 1994, and is headquartered in Teaneck, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.cognizant.com.

    • Back to blog