Supports ongoing operations and serves as the primary liaison between the company and strategic partners. Manages operational questions, escalations, tickets, documentation, reporting, and process improvements while providing servicing insights and recommendations. Collaborates across departments to resolve issues, improve member experience, communicate product enhancements, and meet contractual response and resolution requirements. Provides high-touch support to VIP members and maintains accurate operational information.
- Support steady state operations and serve as a liaison between Vitality and Strategic Partners, acting as the primary point of contact and maintaining positive relationships with Strategic Partner counterparts
- Collaborate with Vitality Operations, Client Relations, Partner Relations, Production Support and other Vitality departments to drive continuous improvement, efficiency and resolution of open items
- Create and implement appropriate process changes to enhance member experience
- Be the Vitality subject matter expert, providing Strategic Partners with updates, insights, and reporting relevant to the steady state programs
- Stay informed of upcoming product enhancements relevant to Strategic Partners, provide servicing insights and recommendations, and communicate changes back to Customer Care
- Manage operational questions and escalations related to Strategic Partners, both from internal and external stakeholders
- Communicate issues and/or concerns that may arise within Operations to the appropriate stakeholders. This includes creating tickets for tracking and providing guidance to servicing teams on known issues.
- Offer white glove servicing as needed to high-touch or VIP members
- Track and ensure rapid response and resolution on escalated items, providing guidance on priority when needed to ensure PGs and other contractual guarantees are met
- Maintain and create documentation to ensure that information available across the organization is up to date and accurate
- Other duties as assigned
Salary: $55,000-75,000
Salary varies based on work location (remote or hybrid), existing salary, experience, and relevant skills and qualifications.
Requirements
- Experience using Salesforce and key operational support tools for ticketing, and case management
- Ability to interpret operational and servicing data and translate findings into actionable recommendations
- Intermediate-to-Advanced Microsoft Excel skills, including data analysis, pivot tables, reporting, and data validation.
- Experience working directly with external clients, strategic partners, vendors, or customer groups.
Desirable
- Experience working with strategic partners and vendor management
- Experience supporting health, wellness, and member engagement programs.
Benefits
Medical, Dental and Vision
401(k) with company match
Company paid Life, AD&D Short and Long term disability insurance
Generous PTO, Holidays and Summer Fridays
100% paid parental leave
Wellness Resources
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