Senior Support Manager

As the Senior Support Manager, you will serve as the Customer Service Director for the Illinois Targeted Case Management Program (IL TCMP) contract. This pivotal role is responsible for overseeing and optimizing customer service operations to ensure exceptional support and satisfaction for community members. You will lead a dynamic team, including community liaisons, grievances & appeals specialists, and a team of contact center client service specialists.

This is a hybrid position, requiring onsite days on Mondays and Fridays, from either our Oak Brook, IL office or West Des Moines, IA office.

The Illinois Tailored Care Management Program helps individuals with complex health and social needs transition from nursing facilities and Specialized Mental Health Rehabilitation Facilities (SMHRFs) to community-based living. Through person-centered care management and coordinated support services, the program empowers members to live more independently and thrive in their communities.

What You'll Do:

Leadership and Management:

• Direct and manage the Customer Service team, including four Community Liaisons, one Contact Center Supervisor
• Provide dotted-line management and support to the marketing specialist to align customer service efforts with marketing initiatives

Strategic Planning:

• Develop and implement strategies to enhance customer service delivery and client satisfaction under the IL TCMP contract
• Identify areas for process improvement and lead initiatives to streamline operations and increase efficiency

Community Engagement:

• Supervise Community Liaisons to ensure effective outreach and engagement within the community
• Foster strong relationships with community stakeholders to support program goals and client needs

Team Collaboration:

• Work closely with the Contact Center Supervisor to manage day-to-day operations and ensure high levels of service

Performance Monitoring:

• Monitor team performance metrics and implement corrective actions as needed to meet service level agreements (SLAs) and performance targets
• Conduct regular training and development sessions to enhance team skills and knowledge

Stakeholder Communication:

• Serve as the primary point of contact for client service-related matters, liaising with internal and external stakeholders as required
• Prepare and present reports on team performance, client satisfaction, and operational metrics to senior management

Required Skills and Experience:

• Four-year degree in Computer Science or Information Systems, business or related field and/or equivalent training and/or experience
• 3 - 5 years’ experience in providing end user support
• 7 - 10 years’ experience managing a professional support staff
• Ability to travel locally and overnight up to 20%

This is a hybrid position, requiring onsite days on Mondays and Fridays, from either our Oak Brook, IL office or West Des Moines, IA office.

Preferred Skills and Experience:

• Experience with government contracts preferred