Customer Service Claims Operations Manager – Leadership of Call Center Teams, Service Excellence, Process Optimization, and Employee Engagement at arenaflex

About arenaflex – Empowering Families Through the Aging Journey

arenaflex is a trusted ally for families navigating the complexities of aging and long‑term care. With a heritage built on compassion, expertise, and innovative solutions, arenaflex delivers guidance, products, and services that meet policyholders exactly where they are in life. Our mission goes beyond insurance; we see ourselves as the supportive spouse, child, sibling, friend, and neighbor for those who need care. This deep personal connection fuels every interaction, from the boardroom to the call center, and drives our commitment to make a positive impact on the communities we serve.

Why Join arenaflex?

At arenaflex, we celebrate diversity, champion inclusion, and nurture a culture where every associate can bring their authentic self to work. Our four core values—Make it Human, Make it About Others, Make it Happen, and Make it Better—guide our strategy, decisions, and daily interactions. Whether you’re a seasoned leader or an emerging talent, you’ll find purpose‑driven career pathways, continuous learning opportunities, and a supportive environment that encourages you to grow, innovate, and thrive.

Position Overview

The Customer Service Claims Operations Manager is a pivotal member of the Operations team, responsible for shaping and sustaining a world‑class service culture for arenaflex’s policyholders. Reporting to senior leadership, you will lead a dynamic team of 12‑15 non‑exempt Customer Service Representatives (CSRs) who handle phone and transaction‑based inquiries related to claims. Your role blends strategic oversight, hands‑on coaching, data‑driven decision‑making, and cross‑functional collaboration to ensure that service metrics are not only met but consistently exceeded.

Key Responsibilities

• Team Leadership & Development: Recruit, onboard, mentor, and retain a high‑performing team of CSRs. Provide daily coaching, constructive feedback, and career‑growth pathways that inspire motivation and accountability.
• Performance Management: Set clear performance metrics, establish team goals, and monitor key indicators such as average handle time, first‑call resolution, and customer satisfaction scores. Use data to drive continuous improvement.
• Customer Experience Excellence: Champion a service‑first mindset, ensuring every interaction reflects arenaflex’s commitment to empathy, accuracy, and timely resolution.
• Escalation & Issue Resolution: Serve as the primary point of contact for complex or escalated claims inquiries, guiding the team through resolution while identifying root‑cause trends for systemic improvement.
• Quality Assurance & Process Improvement: Lead call quality initiatives (SQM), conduct regular audits, and partner with Quality, Training, and Compliance teams to refine scripts, workflows, and compliance standards.
• Data Analysis & Workforce Planning: Analyze historical call volume, capacity trends, and seasonal patterns to optimize staffing schedules, reduce idle time, and align resources with demand.
• Cross‑Functional Collaboration: Build strong partnerships with Training, Legal, Compliance, Product, and IT to ensure seamless integration of new policies, system updates, and regulatory changes.
• Employee Engagement & Culture Building: Design and implement engagement activities, recognition programs, and inclusive initiatives that reinforce arenaflex’s values and foster a sense of belonging.
• Strategic Insight & Reporting: Provide leadership with actionable insights derived from surveys, feedback loops, and performance dashboards to influence business strategy and operational priorities.
• Special Projects & Innovation: Lead or contribute to ad‑hoc projects that drive efficiency, technology adoption, or service innovation across the claims customer service function.

Essential Qualifications

• Proven ability to build, lead, and inspire a high‑performing team in a fast‑paced contact‑center environment.
• Exceptional interpersonal and collaboration skills, with a track record of influencing internal and external stakeholders.
• Strong analytical mindset—experience interpreting data, identifying trends, and translating insights into actionable plans.
• Demonstrated coaching and feedback expertise, with a focus on developing talent and driving measurable performance improvements.
• Excellent written and verbal communication skills, capable of delivering clear, empathetic, and persuasive messages to diverse audiences.

Preferred Qualifications & Nice‑to‑Have Experience

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• 4+ years of leadership experience in a contact‑center setting, preferably within a claims or insurance environment.
• Industry certifications such as LOMA, AHIP, or other recognized insurance designations.
• Familiarity with call‑center technologies (e.g., CRM platforms, workforce management tools, quality monitoring systems).
• Experience driving process improvement initiatives using Lean, Six Sigma, or similar methodologies.

Core Skills & Competencies

• Leadership & People Management: Ability to motivate, develop, and retain talent while fostering an inclusive, high‑energy culture.
• Customer‑Centric Mindset: Deep empathy for policyholders and a relentless focus on delivering seamless, accurate, and compassionate service.
• Analytical Acumen: Proficiency with data analysis tools, reporting dashboards, and the ability to make data‑driven decisions.
• Process Optimization: Skill in mapping workflows, identifying bottlenecks, and implementing scalable improvements.
• Communication Excellence: Clear, concise, and persuasive communication across multiple channels and stakeholder groups.
• Technology Savvy: Comfortable navigating modern contact‑center platforms, CRM systems, and emerging digital tools.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Claims Customer Service Manager, you will have access to:

• Leadership development programs tailored to emerging managers and senior leaders.
• Tuition reimbursement, student‑loan repayment assistance, and certification support for industry‑specific credentials.
• Mentorship networks that connect you with seasoned executives across the organization.
• Cross‑functional project assignments that broaden your expertise beyond the call center, positioning you for future roles in operations, product management, or strategy.
• Regular workshops on advanced analytics, process improvement, and customer experience design.

Work Environment & Culture at arenaflex

Our hybrid work model offers flexibility while preserving the collaborative energy of an in‑office team. If you reside within 50 miles of our Richmond or Lynchburg, VA offices, you’ll enjoy a blend of remote work days and on‑site engagement. For candidates located in any Eastern or Central Standard Time state, remote work is supported with robust virtual collaboration tools, regular team huddles, and quarterly in‑person gatherings.

arenaflex’s culture is built on authenticity, respect, and a shared purpose. We celebrate milestones, recognize achievements, and encourage community involvement through volunteer initiatives and the arenaflex Foundation’s grant programs.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your financial, physical, and emotional well‑being:

• Base Salary: $58,800 – $110,900, commensurate with experience, location, and market benchmarks.
• Performance Incentive: Target bonus of 10% of base salary, tied to individual and team performance metrics.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; wellness stipend for gym memberships; Employee Assistance Program for mental‑health support.
• Retirement Savings: Multiple 401(k) options with automatic enrollment and 100% employer contribution to the designated retirement account.
• Paid Time Off: Generous PTO, 12 paid holidays, volunteer time off, and paid family leave.
• Insurance Protection: Disability, life, and long‑term care insurance.
• Education & Development: Tuition reimbursement, student‑loan repayment assistance, and funding for professional certifications.
• Community & Caregiver Support: Access to caregiver resources, mental‑health services, and community grant programs through the arenaflex Foundation.

How to Apply

If you are ready to lead a passionate team, drive service excellence, and make a meaningful difference in the lives of millions of policyholders, we invite you to submit your application today. Join arenaflex and become part of a purpose‑driven organization where your leadership will shape the future of claims customer service.

Apply Now – Click Here to Start Your Journey with arenaflex