Manager, Customer Experience & Payment Integration Operations

Provide strategic leadership for a complex, systems powered service environment to ensure critical services and platforms meet Customer Experience and Payment Integration (CE/PI) business needs. Manage a team supporting enterprise and divisional projects, strategic initiatives, and system implementations, setting the direction for operations and operational improvement work efforts across product, eligibility, and business partner support functions. Drive alignment of enterprise priorities into operational execution across servicing, system integration, and workflows, to support cross-functional coordination, intake prioritization, and operational readiness for scalable, compliant, and efficient service delivery.

Effectively allocate staff and resources to align with business priorities, including corporate and divisional needs across product, eligibility, and business partner support functions

Identify, analyze, and diagnose issues that cause service or system degradation. Serve as a business point of contact during service and system disruptions, ensuring coordination across CE/PI functions

Contribute to the development of division strategic and tactical goals, initiatives, and objectives, ensuring alignment to enterprise CE/PI priorities and portfolio outcomes

Lead initiatives to reduce administrative costs and improve operational efficiency by working collaboratively across teams to achieve measurable outcomes

Continually evaluate systems, business processes, requirements, and limitations, identifying opportunities to enhance servicing, payment integration workflows, and overall operational effectiveness

Remain current on new technologies and methods to ensure operational wellness and cost-effective solutions to business processes, including high-level analysis of systems, integrations, and servicing platforms and their impact to business partners

Engage in both reactive and proactive issue identification, root cause analysis, and problem solving, extending beyond the immediate team to address broader, cross-functional impacts across CE/PI

Lead intake coordination and prioritization of system enhancements, defects, and regulatory changes, ensuring alignment to enterprise priorities and operational readiness for implementation

Translate business requirements into operational needs, including impact assessments and readiness plans, supporting effective execution of system and process changes

Drive integration across systems, servicing platforms, and payment workflows to support consistent and seamless execution of customer and provider experiences

Lead operational readiness efforts for system deployments and enhancements, including communication, training, and workflow alignment, ensuring successful adoption and stabilization of new capabilities

Leverage data to identify trends, performance gaps, and system-driven inefficiencies, and conduct root cause analysis tied to system behavior, workflows, and integration points

Assure effective communications are maintained both internally and externally

Ensure staff are aware of division and corporate goals and objectives, and understand their role and contribution in achieving them

Represent CE/PI Operations division and act as a subject matter expert for operational processes, system changes, and servicing workflows

Job Specifications

Typically has the following skills or abilities:

Bachelor’s degree in related field or equivalent experience

Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work, and managing performance of direct reports

Demonstrated experience working with claims and customer service systems, business processes, and policies and procedures

Experience in intake management, change readiness, or system/process implementation

Strong ability to translate business needs into operational and system-driven solutions

Excellent written and verbal communication skills

Strong organizational and project management skills

For roles that are remote (i.e., Work From Home (WFM)) or hybrid (i.e., partial onsite at a VSP location and WFM), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment

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Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here. 

Salary Ranges: $68,250.00 - $123,375.00

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

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