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SalaryDirector, Operations Development
Position Overview:
At Bloom, we are dedicated to revolutionizing the insurance industry through innovation and excellence. We are seeking an experienced and dedicated leader to be responsible for the design, development, and delivery of standardized learning materials, functional development, and innovative learning strategies and initiatives to the Call Center Operations, Training, Client Success, and Implementations teams.
We are looking for an exceptional individual who can:
- Create an operational procedures library for each role in the Call Center Framework.
- Develop an Operating Playbook that will be utilized across the full Call Center Operations, Training, Client Success, and Implementations teams.
- Liaise with various Call Center teams to create learning content.
- Create a standardized layout and strategy for knowledge/content management.
- Identify and develop audit processes and standards to ensure accurate and timely procedures.
- Conduct gap analyses of program requirements and develop work plans to address and resolve issues.
- Oversee continuous improvement initiatives across programs and departments, ensuring appropriate planning, implementation, and execution of continuous improvement activities.
- Drive program and department-wide adoption of problem solving and continuous process improvement that aligns to strategy, contributing to a sustainable culture of operational excellence.
- Analyze existing processes, procedures, and methods to ensure and promote effective business and systems operations through standardization, improvement, simplification, discontinuance, or other possible methods.
- Develop all related materials for programs including resource guides, reference manuals, reference guides, and policies and procedures.
- Evaluate and monitor ongoing program performance against desired results and recommend improvements to ensure success of programs.
- Create content that can be used in formal training classes and our Learning Management System.
- Perform all other duties as assigned.
Qualifications:
- Bachelor’s degree in business, organizational development, or a related field
- 5+ years of management experience, preferably in a Medicare setting
- 3+ years of experience leading a functional area, managing cross-functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff.
Required Skills and Abilities
- Ability to proactively establish and foster collaborative partnerships with numerous internal and external stakeholders, including executives, department leaders, account managers, directors, and other business partners.
- History of forging strong, executive-level relationships internally and externally, with a level of credibility and enthusiasm
- Excellent listening, written, and oral communication skills; open to criticism and ideas; establishes an overall collaborative working relationship; persuasive; holds people accountable.
- Excellent interpersonal skills with the ability to work effectively, gain credibility and influence across all levels internally and within customer organizations.
- Ability to understand and manage complicated operational detail and clearly communicate based on audience (customer and/or internal partners)
- Ability to work in an ambiguous environment while functioning effectively during change and growth.
- Excellent Microsoft Office product knowledge including but not limited to Excel, PowerPoint, Word, Power Automate, and Power BI
What We Offer
Bloom operates with a people-first culture, which means listening to our employees to provide the benefits that mean the most to them. Our competitive compensation, comprehensive health coverage, long-term growth opportunities, and remote work environment are among the reasons that many of our employees have been with us since the beginning of our business. BeBloom™, our proprietary employee training and engagement program, helps you learn our business model and immerse yourself in everything our culture has to offer from day 1. From virtual live events to mentorship and leadership programs and employee-led councils, there are countless opportunities to get involved, build connections, and share your voice – because at Bloom, the real you belong here.
Core Values:
- Put People First: Uphold and promote a people-first culture within the organization, emphasizing empathy, kindness, and a commitment to making a positive difference.
- Be Stronger Together: Embrace a team player mentality, leveraging the strengths of yourself and others to collaborate as one team.
- Do What’s Right: Adhere to high ethical standards, acting with integrity to do what’s right for partners, customers, and colleagues.
- Embrace a Growth Mindset: Embrace a culture of continuous learning, education, and professional development.
- Drive Solutions: Demonstrate ingenuity and skill by sharing ideas and solutions that drive our mission forward.
About Bloom
Bloom is a third-party insurance services provider that partners with Medicare health plans to enable high-quality Medicare enrollment and drive earlier health plan activation. Founded in 2007, Bloom has partnered with national and regional payers to implement solutions for every step of the member journey, from Telesales and quote & enroll to health activation outreach. Supported by its Ascend technology platform, Bloom produces closer connections and better outcomes for Medicare beneficiaries and health plan stakeholders to deliver High Value Enrollment.
