Job Details

Description

Are you a strategic leader with a passion for operational excellence? As an Operations Manager, you’ll lead a team of supervisors to achieve service levels and key performance goals through coaching, mentorship, and performance oversight. You’ll collaborate cross-functionally to drive continuous improvement and lead change—bringing enthusiasm, flexibility, and curiosity to everything you do. If you’re skilled at influencing others and communicating with impact, we’d love to hear from you.

At Delta Dental of Washington our vision is that all people can enjoy good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do – for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity.

We offer a highly competitive medical, dental and vision plans as well offering a generous 401k match and all employees start accruing vacation and sick time from their very first day. We empower employee development through our tuition reimbursement plan, professional development plans, and employee-led communities.

The pay range for this position In Eastern Washington varies between $71,411.00 – $111,694.00. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza Corp. intends to offer the selected candidate a base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay will also be adjusted based on the candidate's geographic location.

Essential Responsibilities include the following: The list of responsibilities listed is not intended to be comprehensive. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza reserve the right to change the responsibilities at any time with or without notice.

• Oversee all aspects of service delivery to DDWA employer groups, subscribers, and providers.
• Establish and manage planning, forecasting, and scheduling processes to meet targets.
• Provide detailed analysis of operational performance and address issues.
• Ensure regulatory compliance and identify training and policy needs.
• Partner with training and documentation teams for effective programs and continuous monitoring.
• Monitor customer satisfaction and operational metrics to identify trends and optimize service levels.
• Lead through conflicts among employees, supervisors, and customers.
• Resolve difficult customer complaints and authorize adjustments.
• Facilitate root cause analysis and implement improved processes.
• Develop strategies to improve outcomes, streamline processes, and enhance customer service.
• Regularly review industry practices and make competitive recommendations.
• Investigate and evaluate staffing models, partner with analysts, and prepare resource plans.
• Manage business continuity and disaster recovery planning.
• Review and improve processes, procedures, and business rules for efficiency.
• Recommend new equipment, systems, and services.
• Use tact and diplomacy to influence resource and staffing decisions.
• Build and adhere to department budget.
• Ensure safe and resourceful work environments in collaboration with facilities manager.
• Represent Operations in various DDWA committees and projects

Experience, skills, and education do you need to have to succeed in the position: The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform the essential functions of the position.

• 2-3 years of experience in a contact enter environment, with at least 2-3 years of leadership experience.
• Knowledge of staffing, forecasting, and inbound operations.
• Proven understanding and application of management tools and theories.
• Excellent data analysis, critical thinking, and problem-solving abilities.
• Experience in customer-centered environments, with competence in coaching, development, and performance assessment.
• Strong interpersonal skills, self-confidence, and ability to communicate findings, make recommendations, and facilitate change.
• Commitment to continuous learning, adaptability, and embracing challenges as opportunities for development.
• Demonstrated commitment to ethical practices, responsibility, and maintaining high standards of integrity.
• Communicate effectively with team members, management, and external stakeholders.
• Present information clearly and concisely to diverse audiences.
• Strong foresight in business/financial matters with a focus on process improvement.
• High level of commitment, initiative, vision, engagement, and self-awareness.
• Ability to perform simple mathematical operations and understand budgets.

Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

We are committed to the highest standards of information security and HIPAA compliance, ensuring the confidentiality, integrity, and protection of all data. All staff are expected to support this commitment by following relevant policies.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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