Senior Manager, Benefit Verification & Authorization Operations

About this role

Senior Manager, Benefit Verification & Authorization Operations

About the Role

The Senior Manager of BVA will play a critical role in building and scaling BVA into a fully operational, high-performing service. In partnership with leadership, this person will help shape how the business operates and build the processes, structure, and operating model needed to support continued growth.

This is a highly operational role for someone who enjoys building. BVA is continuing to evolve, and this leader will be responsible for taking areas that may be manual, inconsistent, or still developing and creating clear, repeatable ways of working. They will look across the operation to understand what is working, where we are creating unnecessary complexity, and what needs to change to support the next stage of the business.

The Senior Manager will work closely with Managers and Team Leads to ensure the day-to-day operation is performing while also staying focused on longer-term improvements. They will build the systems and expectations that allow leaders to effectively manage performance, quality, capacity, and customer needs.

A significant part of this role will be partnering with our AI Engineering team. The Senior Manager will bring a strong understanding of BVA operations into that partnership—identifying opportunities to automate work, improve workflows, and develop tools that make the team more effective and allow the service to scale.

This person will also help define what a strong BVA customer experience looks like. They will build a consistent approach to onboarding new customers, strengthen ongoing customer partnerships, and ensure what we learn from customers is incorporated into how the service evolves.

What You’ll Do

BUILD AND SCALE THE BVA OPERATION

- Partner with leadership to build and scale the BVA service, translating business priorities into operational plans and execution.

- Develop the processes, workflows, SOPs, ownership models, handoffs, and operating rhythms needed to create a consistent and scalable operation.

- Evaluate how work is being completed today and identify opportunities to simplify, standardize, automate, or redesign processes.

- Build processes with future growth in mind, ensuring solutions can scale as customer volume, team size, and service complexity increase.

- Create clear ownership and accountability across the operation so teams understand who owns what, how work moves between teams, and when issues need to be escalated.

- Identify operational risks and recurring pain points and solve root causes rather than relying on ongoing manual intervention.

- Develop mechanisms to ensure new processes are successfully implemented, adopted, and maintained.

- Continuously evaluate the operating model and adjust as the BVA service and customer needs evolve.

DRIVE OPERATIONAL EXCELLENCE

- Establish clear expectations and measures for quality, productivity, service levels, capacity, and overall operational performance.

- Build reporting and operating cadences that give leadership visibility into how the business is performing and where support or intervention is needed.

- Use operational data to identify trends, understand root causes, prioritize improvements, and measure impact.

- Partner with Managers and Team Leads to identify performance gaps and create sustainable solutions.

- Develop quality assurance and process controls that create consistency while allowing the operation to move efficiently.

- Improve how the team plans for volume and capacity so staffing and resources align with customer needs.

- Create feedback loops between frontline team members, leaders, customers, and cross-functional partners to continuously improve how BVA operates.

- Ensure operational changes are supported by clear documentation, training, and expectations.

PARTNER WITH AI ENGINEERING

- Build a strong working partnership with the AI Engineering team and serve as a key operational partner in the development of tools and automation for BVA.

- Develop a deep understanding of where the team spends time today and identify high-impact opportunities to reduce manual work and improve workflows through AI and automation.

- Translate operational problems into clear use cases and requirements for technical partners.

- Bring frontline and customer context into solution development to ensure tools solve the intended problem and work within BVA operations.

- Partner on testing and piloting new capabilities before broader implementation.

- Lead the operational implementation of new tools and workflows, including process changes, documentation, training, adoption, and feedback.

- Monitor how new solutions are performing and partner with AI Engineering and BVA leaders on continued improvement.

- Help measure the impact of AI and automation on efficiency, capacity, quality, and customer experience.

BUILD THE CUSTOMER EXPERIENCE

- Help define and build the BVA customer experience from initial onboarding through ongoing service delivery.

- Develop a structured and repeatable onboarding process that creates clear expectations, captures the information the team needs, and sets both the customer and BVA team up for success.

- Identify common onboarding challenges and build processes that make implementations more efficient and consistent.

- Establish clear ownership and handoffs throughout the customer journey.

- Build strong ongoing partnership practices with customers, including communication expectations, performance discussions, feedback, and escalation processes.

- Develop mechanisms for gathering customer feedback and ensure that feedback translates into meaningful improvements to the service.

- Look across customers to identify common needs, challenges, and opportunities that should influence how BVA evolves.

- Ensure customers experience BVA as a consistent and reliable partner as the service continues to grow.

LEAD AND DEV

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