CDH Supervisor

About ThrivePass
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
About The Role

ThrivePass

ThrivePass' purpose is to partner with organizations to create personalized and meaningful employee experiences. We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful, and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.

We empower our clients, and their employees, to thrive through the personalization of employee benefits and data-driven insights.

Role

The CDH Supervisor will work closely with the CDH Operations Manager and Director of TPA Services and will be accountable for the successful management of the CDH support team. They will be responsible for overall performance management while maintaining a high level of customer satisfaction.

Responsibilities
  • Consistently hit personal and team quarterly Big 3 goals while embodying our CARE values.
  • Appropriately assign quarterly goals to individual team members with proper milestones and reporting.
  • Be a subject matter expert in CDH policy and operating practice; be a resource for leadership to define future standard procedures for CDH customer support.
  • Remain up to date on applicable news and trends that may affect the customer support team.
  • Directly supervise customer support team by holding weekly 1:1’s to review KPI’s and ongoing role expectations. Provide coaching and development to support growth and address performance issues as needed.
  • Complete evaluations by reviewing performance as it pertains to individual goals &adherence to core values on a quarterly and annual basis.
  • Manage phone queue coverage and time off requests in a professional, data driven manner.
  • Be the go-to resource for the CDH support team for unresolved escalations, engaging and escalating to other company resources as needed to bring escalations to resolution.
  • Manage new hire training schedules and associated documentation. Work with Senior Admins in training new hires. Manage new hire training schedules and associated documentation.
  • Moderate all-team meetings and training sessions to inform the team of updated processes and new features, support questions, escalations, and issue resolution while providing ongoing guidance and support on team priorities and focus areas.
  • Collect and maintain KPI and call data for the customer support team. This includes preparation of weekly and monthly team wide metrics and weekly individual metrics.
  • Drive proactive resolution of metric deficiencies and effectively communicate them to the CDH Operations Manager and Director of TPA Services
  • Work with direct manager and other subject matter experts to define ThrivePass’ future standard procedures for customer support.
  • Lead the overall CDH program with strong attention to strategy, implementation, and delegation.
  • Ensure documentation of customer support processes and operational procedures exist for all standard and special processes and modify/maintain as appropriate.
  • Effectively collaborate across operations teams including financial operations, product development and data services.
  • Work with Product and Design teams to influence and develop the CDH user experience within the greater ThrivePass member experience.
  • Work with vendors to ensure ThrivePass is leveraging the most current and correct aspects of the platform to meet ThrivePass and customer goals.
  • Responsible to monitor and report user and experience trends for the CDH product suite.
Requirements
  • 3+ years experience in CDH
  • Exceptional strategic thinking and problem-solving skills
  • Excellent communication and interpersonal abilities
  • Ability to adapt to a rapidly changing environment and manage multiple priorities
  • Strong learning agility and detail orientation

Salary Offered
$60,000-$65,000/annually
Benefits Offered
  • Health, Dental, and Vision Insurance
  • Life and AD&D Insurance
  • Short-and long-term disability insurance
  • Maternity and Paternity Leave
  • 401K with employer match
  • 5-and 10-year sabbatical program
  • Employee Assistance Program (EAP)
  • Voluntary Benefits
  • Monthly Employer Contributions to Employee ThrivePass Account
  • Annual Learning and Development Funds
  • Generous Paid Time Off (PTO) Policy
Additional Information
ThrivePass is committed to providing an inclusive and welcoming environment for all team members. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.