New Business and Customer Care Director of MMSD, Digital Operations
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MMSD New Business and Customer Care Team will be:
- Initially will lead a team of ~10 New Business professionals processing New Business applications, completing contractual requirements and following various state regulations while engaging with end clients, brokerage advisors and their back-office support teams.
- Centralized in two hubs: Springfield, MA and Phoenix, AZ complimented with an extensive virtual/remote staff across the country.
- Over the initial ~2 years, this team ?will transition to a ~15 seat Contact Center team (M-F 8am - 8pm EST) with interactions coming through chat, phone, email, and operations tasks.
- Expected to grow significantly in headcount commensurate with the growth in businesses supported.
As the leader of the MMSD New Business and Customer Care team you will be responsible for:
- Supporting startup New Business and Customer Care team servicing a growing number of Strategic Distributors, BGAs and Third Party firms
- Partnering closely with our internal sales leadership teams to position your team and the organization to support sales growth throughout the channel
- Develop cross-functional relationships with leaders in sales, compliance, product, training, scheduling and Workforce Management (WFM), Quality Assurance (QA), and documentation to:
- Support key MMSD sales relationships
- Advocate for users
- Building relationships and partner with our technology teams to prioritize enhancements? and tools via agile deployments
- Assist in the development of analytics and key performance indicators
- Improving the team?s proficiency, keeping abreast of latest industry development through continuing education, conferences and industry events
- Communicating with customers and partners directly through phone and email
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