Director - Global Service Center

At Blue Cross Blue Shield Global SolutionsSM (BCBS Global SolutionsSM), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that's simple, efficient, and human.

Whether our customers live, work, travel or study abroad, we give them the confidence and peace of mind to embrace every journey and say "yes" to new possibilities.

What we're looking for in our Director - Global Service Center

You are a proven customer service leader who is excited to create and deliver best-in-class, customer-first strategies. You embrace digital innovation and have proven experience balancing employee satisfaction, member experience and operational efficiency.

You know great service starts with great people, and you're ready to shape a next-generation service model using advanced technology, automation, conversational analytics, and insights from CX and NPS metrics.

Here's a glimpse of the work you'll be doing to shape the customer experience of our global members:

Strategic & Operational Leadership: Lead our Global Service Center (GSC) operations to deliver seamless 24/7 support across time zones and partners, manage key metrics (NPS, CSAT, First Contact Resolution), and shape scalable, personalized service strategies.

People & Culture: Develop and retain a diverse, high-performing team through inclusive leadership, strong recruiting, training and engagement practices that promote collaboration and recognition.

Digital Transformation & Innovation: Drive digital transformation in the GSC through automation, AI self-service, omnichannel platforms, and knowledge systems, fostering innovation with agile practices and trend benchmarking.

Customer Experience & Insights: Leverage analytics and conversational intelligence to enhance customer experience, boost NPS and retention and align service touchpoints with Voice of the Customer insights.

Vendor & BPO Management: Oversee outsourced partnerships to ensure SLA compliance, brand integrity and continuous improvement through seamless integration of systems, training and escalation processes.

This might be the right fit for you if...

• You've got at least 7 years of progressive leadership in service center or customer experience operations (bonus points if your experience is in a Blue Cross Blue Shield plan or health insurance environment).
• You know call centers don't thrive without great and engaged teams -that's why you're a leader who champions your people. You've proven you're a leader of leaders that can develop high-performing and engaged teams.
• You believe that service models should be continuously evolving, and you are excited about how AI, personalization and automation will continue to enhance a customer's experience.
• You take our value of customer first, always to heart and know it means more than words on paper because you know our members around the world are real people who count on us to deliver a seamless experience in the moments when they need us the most.

What you'll get in return:

• Competitive total rewards package including base pay, incentives, tuition reimbursement, and competitive health insurance plans
• Our robust international healthcare coverage
• Emphasis on well-being (Virtual well-being platform, monthly mindfulness events, and giveaways)

Please visit the employee benefits page on our website for more information on our benefits and perks that support your overall well-being.

Client-provided location(s): King of Prussia, PA

Job ID: geoblue-548471

Employment Type: FULL_TIME

Posted: 2025-12-19T19:57:51