Operations Manager

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day.

We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on an Operations Manager joining our team remotely to support the Centers for Medicare and Medicaid Services (CMS). Work visa sponsorship will not be provided for this role.

At GDIT, people are our differentiator. As an Operations Manager supporting CMS, you will be trusted to manage project budgets, hours, and tasks for operations team members, manage work assignments to project and contract scope, and build and maintain client trust. In this client-facing role, a typical day will include:

• Identify and implement AI solutions into inquiry response and call center operations, to streamline operations and implement efficiencies. 
• Run a call center operations toll free number.
• Providing guidance, work leadership, and mentoring to a remote team of Healthcare Business Administrators and Training professionals who respond to policy and programmatic questions about the Affordable Care Act (ACA).
• Lead, mentor, and manage a team of Inquiry Response agents/Customer Service Representatives.
• Work with client leadership daily on open issues, cases, and overall mailbox trends
• Proofread responses to ensure consistency with internal standards.
• Attending or facilitating client meetings to identify business needs and provide recommendations for approaches to solving challenges with operations techniques.
• Coach the team on errors and hold them accountable when standards are not met.
• Review trends and complaint data to identify patterns and opportunities for improvement.
• Ensure the team delivers empathetic, accurate, policy-aligned support across all channels (phone, email).Collaborate with cross functional teams to document inquiry responses for ongoing regulatory changes that affect in-person assisters and health care consumers with a high degree of organization and attention to detail.
• Review other team member’s inquiry responses for quality and accuracy of response, format, and grammar.
• Participate in client meetings and document notes in a clear and concise manner.
• Analyze training needs and clearly define work products needed for all applicable team roles.
• Create internal and external training materials including: desk guides, quick reference guides, job aids, SOPs, and KBAs.
• Collaborating with other program teams to ensure consistency in customer service approaches and to operational needs, including: prompt responses to customer inquiries and requests, project scope and schedule management, client satisfaction management, process improvements, training and other skill enhancement needs, standards, and helpdesk solutions.
• Communicate complex policy information clearly and in a well-organized manner.
• Providing updates to project schedules and reporting on milestones, project progress, and other operational metrics.
• Completing User Acceptance Testing (UAT) and coordinating signoff from business owners after UAT.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree and 5+ years of relevant full-time work experience managing a call center and operation inbox's.
• Experience implementing AI solutions into call center functions.
• Experience working with the Centers for Medicare and Medicaid Services and working knowledge of the Affordable Care Act and/or related issues
• Experience leading and managing a team, mentoring and providing performance management, and delegating work assignments.
• Experience working in a Salesforce software application development environment
• Excellent written and oral communication skills with demonstrated presentation and public speaking skills.
• Sound analytic, problem solving, customer service, and qualitative skills.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Proficient using MS products, including MS Word, MS PowerPoint, and MS Excel
• Experience tracking deliverables and metrics, and presenting results to customers and senior leadership.
• Experience providing demonstrations, virtual trainings, and responding to process questions.
• Experience using JIRA, SharePoint, Teams, and Confluence
• Candidate must be able to obtain T4 Public Trust clearance.
• Candidate must have resided in the U.S. three out of the last five years.

PREFERRED QUALIFICATIONS:

• AWS Cloud/FedRamp experience
• Excellent knowledge of industry best practices, trends, and difficulties and how AI can streamline the team. 
• Excellent oral and written communication skills, with an ability to communicate complex technical topics to management and non-technical audiences
• Excellent analytical skills, including the ability to integrate information from multiple sources
• Ability to work independently and interact regularly with government and non-government stakeholders at multiple levels of authority
• Works well as a team member in a fast-paced and often time-sensitive environment
• Strong interpersonal skills to collaborate with customers and internal cross-functional teams
• Self-motivated and well organized with strict attention to detail
• Superior oral and written communication skills, with a demonstrated ability to communicate complex technical topics to management and non-technical audiences
• Ability to understand and manage customer expectations
• Ability to prioritize and work on multiple projects at the same time
• Excellent analytical skills, including the ability to integrate information from multiple sources
• Ability to work independently and interact regularly with government and non-government stakeholders at multiple levels of authority

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities.
• Support: An internal mobility team focused on helping you achieve your career goals.
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off.
• Community: Award-winning culture of innovation and a military-friendly workplace.

OWN YOUR OPPORTUNITY

Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.