Customer Service Operations Manager (Healthcare)
Job Description
Overview
The Operations Manager role within Customer Service Management (CSM) provides strategic, operational, and people leadership to ensure exceptional service delivery across Cardinal Health’s customer‑facing teams. This leader will manage frontline operations, coach supervisors, and partner closely with cross‑functional teams to drive performance, quality, and customer satisfaction.
What CSM Contributes to Cardinal Health
Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.
CSM Operations Manager provides strategic oversight, operational discipline, and leadership direction to ensure service excellence and continuous improvement.Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function.
Qualifications- At least 3-5 years of Managerial experience in a BPO set-up, required
- Customer Service Management experience, preferred
- Bachelor’s degree in a related field or equivalent work experience, preferred
- Healthcare customer service account experience preferred.
- Demonstrated experience leading teams in a high‑volume, fast‑paced customer service or healthcare operations environment
- Strong analytical, communication, and stakeholder‑management skills
- Willing to work on a hybrid set-up and US hours in BGC.
What Is Expected of You and Others at This Level
Operational & People Leadership- Manage day‑to‑day operations and lead a team of professional employees, frontline Supervisors, and/or business support staff
- Provide coaching, development, and performance management to ensure team capability and engagement
- Allocate resources effectively to meet service level targets and operational KPIs
- Participate in the development and implementation of policies, procedures, and process improvements
- Ensure that all employees operate within established guidelines, compliance requirements, and performance expectations
- Make operational decisions with short‑term impact on processes, customer outcomes, and business results
- Resolve issues related to operations, escalations, and cross‑functional projects
- Interact with subordinates, peers, customers, and onshore stakeholders across multiple management levels
- May engage with senior management to align on goals, updates, and business needs
- Drive consensus-building among various stakeholders to ensure smooth execution of initiatives