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Care Team Operations Manager

Sedgwick

1 Positions

ID: R63837

Posted On 07/29/2025

Job Overview

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Care Team Operations Manager

Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:

**Dubuque, IA** : 4141 Westmark Drive, Dubuque, IA 52002

**Dublin, OH** : 5500 Glendon Court Dublin OH 43016

**Irving, TX** : 2201 W. Royal Lane Suite 125 Irving, TX 75063

**Memphis, TN :** 8125 Sedgwick Way, Memphis TN 38125

**Southfield, MI** : 300 Galleria Officentre Southfield MI 48034

**Orlando, FL :** 12650 Ingenuity Dr Orlando FL 32826

**PRIMARY PURPOSE** : To provide leadership and support in meeting day-to-day Service Center objectives including service excellence; and to support continued Service Center growth and development.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

+ Manages day-to-day operations ensuring daily client service objectives are met; ensures workload objectives are met timely and accurately.

+ Provides professional and organizational development direction to Service Center supervisory staff and in their colleague team development role.

+ Produces scheduled reports; maintains reporting databases as instructed.

+ Contributes to development schedules for Service Center functional areas effectively balancing client needs with colleague availability and diversity.

+ Provides effective and constant communication to Service Center Director and key stakeholders; provides effective communication of Service Center processes and procedures change/updates to internal and external colleague staff.

+ Identifies and assists in implementation of various training programs; coordinates training of Service Center colleagues on departmental applications and procedures.

+ Represents the company with industry groups.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

+ Performs other duties as assigned.

+ Travels as required.

SUPERVISORY RESPONSIBILITIES

+ Administers company personnel policies in all areas and follows company staffing standards and training recommendations.

+ Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.

+ Provides support, guidance, leadership and motivation to promote maximum performance.

QUALIFICATIONS

Education & Licensing

Bachelor's degree from an accredited college or university strongly preferred.

Experience

Six (6) years of supervisory/management experience in a multi-site or high volume call center or customer service center environment or equivalent combination of education and experience required to include experience with applicable call center technology tools.

Skills & Knowledge

+ Strong customer service skills

+ Demonstrated cross-functional leadership skills

+ Thorough knowledge of service center processes and procedures

+ Knowledge of claims management processes

+ Excellent oral and written communication, including presentation skills

+ PC literate, including Microsoft Office products and call center software

+ Demonstrated leadership/management/motivational skills

+ Analytical and interpretive skills

+ Strong organizational skills

+ Excellent negotiation skills

+ Excellent interpersonal skills

+ Ability to troubleshoot intake processes and client service issues

+ Ability to prioritize and handle multiple tasks

+ Ability to work in a team environment

+ Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding

Auditory/Visual: Hearing, vision and talking

**NOTE** : Credit security clearance, confirmed via a background credit check, is required for this position.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

Primary Contact

1645458383738

Amanda Strothman

,

Phone

Phone

Phone

Fax

[email protected]

Email

True

False

True

Job Details

Categories

Insurance

Management/Executive

Technical

Location

Dubuque, IA

Job Type

Employee

Full/Part

Full Time

Company ID

8326

Job REQ #

R63837

\# Positions

1

Start Date

20250729

End Date

20250828

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Sedgwick

About the Company

Career Development

Our goal is to make Sedgwick CMS a place where great people can do great things for our clients. This commitment is evidenced by our colleague development program and supported by our multi-dimensional learning resources.

We invest in the education of our colleagues by providing training and learning resources that focus on our culture, procedures, systems and performance expectations. We evaluate the educational needs of our colleagues through performance discussions and evaluations. These needs are filled either through Sedgwick CMS University and through industry certification programs and other external educational resources . Sedgwick CMS University curriculum offerings take colleagues from orientation to technical training to supervisory and managerial development. Through Sedgwick CMS University, we provide our colleagues continuous development of professional skills and the ability to deliver quality service to our clients.

Colleague Orientation

We offer a required colleague orientation program that allows us to verify and document the training provided to new colleagues. This program is called Personal Responsibility in Developing Excellence (PRIDE) and is the first component of our comprehensive career development process. This program introduces and orients new and transitioning colleagues to our company and to their new position. PRIDE will take colleagues through the first 90 days of their new position. Objectives of this program focus on providing colleagues an increased awareness of who we are, where we are going, and how they can help us get there.

Career Paths

Career path options are identified through an ongoing process of discussion and collaboration between colleagues and their managers. On an ongoing basis, our managers counsel colleagues regarding their career path, new opportunities, and additional training and development requirements to help them reach their individual goals.