Individual Market Customer Service Manager

Workforce Classification:

Join Our Team: Do Meaningful Work and Improve People’s Lives 

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

Premera is committed to being a workplace where people feel empowered to grow, innovate, and lead with purpose. By investing in our employees and fostering a culture of collaboration and continuous development, we’re able to better serve our customers. It’s this commitment that has earned us recognition as one of the best companies to work for. Learn more about our recent awards and recognitions as a greatest workplace.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog:  https://healthsource.premera.com/.

Are you a strategic, people‑powered leader ready to shape the future of customer service?
Join us as an Individual Market Customer Service Manager, where you will drive operational excellence, inspire high‑performing teams, and bring our organizational vision to life. In this role, you’ll be at the center of connecting people, processes, and performance—fueling engagement, elevating customer experiences, and powering meaningful business impact. If you thrive in a dynamic environment, love turning challenges into opportunities, and are passionate about developing others, this is your opportunity to lead with purpose and make a measurable difference every day.

The Individual Market Customer Service Manager - Operations delivers, executes, and connects the teams and processes to the company’s strategic vision. This role oversees organizational planning, developing work processes within and between work groups using strong leadership and collaborative qualities. Drives employee engagement across the organization through effective communication, sharing the why behind decisions. Manages work assignments and processes to ensure expected performance and service levels are consistently met. Monitors and supports individual performance of assigned staff.

What you will do:

• Manage assigned team including hiring, coaching/mentoring, supporting professional development, and providing appropriate and timely performance feedback to staff, both informally and during formal review processes.
• Identify, design, and implement appropriate solutions to staffing and succession planning, quality and workload problems in a timely and effective manner.  Responsible for the day-to-day operation and strategic planning to consistently achieve monthly and annual performance measures. 
• Anticipate the impact of the changing business environment on assigned work areas and adjust work assignments and processes as necessary.  Use monthly forecasting and planning for multiple areas of responsibility.  Decisions are made with a high level of independence.
• Manage assigned projects, meeting deadlines and assuring results meet the business needs of the organization.
• Responsible for resolving more difficult internal and client issues as they arise.
• Recommend budget requirements for assigned areas using forecasting and planning tools. Manage within approved budgets and requests exceptions as needed.
• Build effective working relationships with employees at multiple layers across the organization gaining insight into business requirements and influencing diverse and sometimes competing agendas to gain alignment. 
• Design, implement and monitor procedures to ensure smooth, accurate and timely work flow within assigned groups and works collaboratively with others throughout Premera to implement cross-team and company-wide procedures and systems changes.
• Identify, design, and implement appropriate solutions to staffing, quality and work load problems in a timely and effective manner.  Establish, monitor, and remediate when needed, performance metrics, including customer facing escalations and standards, and performance guarantees for specific lines of business or scorecard performance.  This may require cross departmental collaboration.
• Develop strategic partnerships to ensure vendors are engaged with the business and contracts are managed ensuring service level agreements are achieved.    
• This position may be the primary contact for government agencies, employer/group, and/or consultant. 
• Perform other duties as assigned.
• As part of this role, you may be assigned internal controls derived from Premera’s internal controls framework. You will be accountable for understanding the controls assigned to you, their impacts on Premera, and to ensure that they are operating effectively.

What you will bring:

• Bachelor's degree or four (4) years of work experience (Required).
• Five (5) years of experience in a multi-functional operations environment, which must include three (3) years of management experience (Required).

• Bachelor's degree in business or related area strongly preferred.
• Familiarity with Premera products and systems.
• Four (4) years of management experience, with at least one in a health insurance setting.
• Experience with quality and production management tools and systems.
• Experience providing innovative solutions and recommendations. 
• Experience in Individual market.

What you will gain:

Advanced Workforce Planning
Deep capability in anticipating resource needs, aligning staffing with business cycles, and adjusting team structures for changing environments.

Cross‑Functional Influence
The ability to align differing priorities, negotiate with stakeholders, and drive unified decision‑making across multiple departments.

Data‑Driven Operational Strategy
Enhanced expertise in using performance metrics, trend analysis, and forecasting tools to guide operational improvements and long‑term planning.

High‑Profile Issue Resolution
Strength in navigating escalations, managing sensitive customer or internal challenges, and restoring confidence across diverse groups.

Vendor and Partnership Management
Experience overseeing external partner relationships, ensuring delivery performance, and integrating vendor capabilities with business goals.

Physical Requirements
The following have been identified as essential physical requirements of this job and must be performed with or without an accommodation:

This is primarily a sedentary role which requires the ability to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body.

This role requires the ability to keyboard and to communicate clearly and understandably in person, and over the telephone.

Premera total rewards

Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including:

• Medical, vision, and dental coverage with low employee premiums.

• Voluntary benefit offerings, including pet insurance for paw parents.

• Life and disability insurance.

• Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.

• Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.

• Generous paid time off to reenergize.

• Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.

• Employee recognition program to celebrate anniversaries, team accomplishments, and more.

For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.

• Commuter perks make your trip to work less impactful on the environment and your wallet.

• Free convenient on-site parking.

• Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.

• Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.

• Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.

• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.

Equal employment opportunity/affirmative action:

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at [email protected] or via phone at 425-918-4785.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin.

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.

The salary range for this role is posted below; we generally target up to and around the midpoint of the range.

National Salary Range:

National Plus Salary Range:

*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.

We’re happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. We’re committed to creating an environment where all employees are celebrated for their unique skills and contributions.