Description When it comes to making a meaningful difference in the lives of our customers and employees, USAble Life is always ready. We are a diverse group of individuals working together to go the extra mile. Through our DEI initiatives, employees feel empowered to bring their talents and voice to our culture. Our passion for delivering the best products is matched only by our passion for our people. We are committed to making a meaningful difference in the lives of others which extends beyond our office walls. USAble Life has a long tradition of supporting our communities, and we’re proud of the fact that our employees share that commitment. We have been recognized as a “Best Places to Work” in Arkansas, Florida, and Hawaii. You’ll be rewarded with opportunities for personal and professional development and opportunities for advancement. This, coupled with our engaging culture and a comprehensive benefits package, ensures we are committed to our employees. Check out how we make a meaningful difference in the lives of others! What We Offer You: A culture that values employees and celebrates, empowers, and inspires a diverse workforce Outstanding and affordable benefits package Yearly bonus potential and annual increases PTO provided at date of hire 11 paid holidays 401(k) with up to 6% match; fully vested from day 1 Remote opportunities with company-provided equipment Team-oriented, collaborative group of peers Career advancement opportunities Tuition Reimbursement Employee Assistance Program Inclusion Council and Employee Resource Groups Recharge Days and Volunteer Time Off This is a remote position. The starting base salary range for a Manager- Service Improvement is $75,000 to $114,000. Actual salaries will vary by geographic location and are based on factors such as candidate’s qualifications, experience, skills, competencies, and company tenure and equity. In addition to base compensation, this role is eligible for an annual incentive plan based on company performance and individual performance. The Manager, Service Improvement will: Champion operational improvements and lead the BSA service improvement team with a focus on improving the customer experience, increasing quality, and reducing cost. Identify operational improvement opportunities through managing requests from Service Teams, reviewing system support tickets, shadowing employees, analyzing market feedback, and analyzing Salesforce case trends. Present opportunities to Operations Leadership for prioritization, execute on defined priorities, measure and report on initiative results. Ensure system support tickets are resolved in a timely manner with a focus on identifying root causes. Work with IT to create data quality reports and dashboards to proactively identify potential service issues. Lead the service improvement team and be a continuous improvement ambassador to help LSV achieve greatness. Essential Duties: Deliver service improvement results for top priority projects (based on return, level of complexity, etc.) within the organization. Track and report on the progress and result. Provide day to day support of data issues within business systems; analyze trends in issues to identify root causes; implement solutions for root causes. Provide leadership, development, and support to department staff by assigning priorities, evaluating outcomes, coaching for performance, , and providing guidance on assigned initiatives. Aggregate and maintain a service improvement portfolio for the organization. Partner with internal frontline organizations and the learning & development team to establish and maintain a process improvement methodology. Serve as a resource for the organization in the future state design, detailed design, and optimization of new processes or technology initiatives. Required Knowledge, Skills, and Abilities: Understanding of software development lifecycle methodologies. Understanding of process improvement methodologies. Ability to work in a matrixed environment. Politically savvy with strong negotiation skills. Ability to navigate complex stakeholder environment. Ability to execute on assigned projects and ensure benefit realization. Required Education and Experience: 3 years of management experience 5 years working as a Business Analyst or Business Systems analyst Bachelor’s Degree in insurance, business, technology, or equivalent experience 3-5 years of experience in insurance, technology, and/or process improvement. Experience in process design and defining business requirements for technology enabled solutions with familiarity of SDLC methodologies and DMAIC process. Preferred Education and Experience: MBA or advanced degree: Master black belt certification 15 years of experience in insurance, technology, and/or process improvement. 5 years of management experience. Prior consulting experience. Client relationship management experience. Process review and redesign experience. We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
