Senior Manager - Customer Experience

About Aptia

Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence.​

With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind.​

Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best.

And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues.

Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. 

Job requirements

Aptia is seeking to hire a Senior Manager-Customer Experience based in Lake Mary, FL. The purpose of this position is to manage the successful delivery of contact center operations across all Aptia Services for a team of service professionals, including leading a team of agents, focusing on daily operations, performance, and customer satisfaction by handling escalations, providing coaching, monitoring calls, managing schedules, and implementing procedures to meet targets and ensure quality service. Key duties include training, motivating staff, resolving complex issues, reporting on metrics, and maintaining a positive environment, requiring strong leadership, communication, and problem-solving skills. This role will be accountable for multiple lines of business.
Location: Location: This role is hybrid from our Lake Mary office (3 days a week minimum).What You'll Do:

Operational Oversight

• Ensure a consistent approach for training, quality management, and SLAs / KPIs
• Responsible for monitoring and partnering with Workforce Management to meet customer facing SLA’s
• Supervise daily call flow, monitor calls, and ensure adherence to quality standards and procedures
• Support Benefit Counselors and leaders through complex or escalated customer complaints and disputes, providing guidance. 
• Monitor key performance indicators (KPIs) and implement strategies to improve efficiency and satisfaction.
• Analyze call data, report on team performance, and collaborate with other departments.

Operational Leadership

• Provides coaching, training and development needs to identify solutions.
• Interaction with peers and management on policies and internal operations
• Understand the current level of client satisfaction regarding the overall customer service levels and statistics.
• Effectively communicate with clients to address and correct any escalated customer service concerns
• Works with Workforce Management team and Business Leaders to ensure team and client needs are met.
• Carry out managerial responsibilities regarding employee issues.
• Assigning, directing, and evaluating work.
• Conducting performance evaluations, progressive counseling and career development discussions
• Ensuring appropriate on-going education/training is completed
• Provides critical input to the following people management responsibilities:
  • Hiring and input into terminating employees
  • Promotion, salary and bonus actions
  • Demonstrate leadership, decision-making and relationship management skills.

Budget/Best Practices

• Formulate and review the strategy for continuity and risk management of the entire contact center operation
• Oversees and monitors team productivity, efficiencies and performance
• Works to maintain high level of team morale.
• Create and share intellectual capital and suggestions from colleagues for the benefit of the clients.
• Present to all levels of employees, leadership and clients.

What You Bring

• Minimum 7 years of experience leading multiple contact center teams, with additional 5 years of specific industry experience
• Benefits administrations, COBRA, Spending Accounts experience required 
• Proven management experience required, with a focus on goal setting and coaching
• Ability to work well under pressure, handle multiple deadlines, and work efficiently under tight deadlines
• Experience building effective relationships
• Track record of building diverse teams and managing a dynamic workforce
• Strong verbal and interpersonal skills
• Deep understanding of customer service principles

How to apply

If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.

If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.