Service Recovery Manager

Healthequity, Inc. Louisville , KY 40202

Posted 1 week ago


We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.

How you can make a difference

HealthEquity is looking for a service recovery manager that will create and maintain a cross-functional service recovery plan and manage recovery projects as required. This position will need to create a collection of procedures to identify business impact and respond appropriately to disruptions in service. This will require someone that is able to quickly jump into action and coordinate a collaborative effort to provide the best experience possible for our impacted external groups and internal service teams.

What you'll be doing

  • Define recovery processes and general tasks/owners to address potential business issues.

  • Coordinate with an internal cross-functional team to resolve issues and provide the best client experience.

  • Create projects and track needed deliverables for each business issue and ensure they are completed in a timely fashion

  • Research issues and policies to effectively resolve negative client experiences.

  • Communicate business impacts and root cause to leadership and be the point person for business questions/concerns.

  • Document each disruption and what was done to address the situation.

  • Create and maintain reporting around the quantified business impacts of each service disruption.

  • Streamline the process so that it can be used by other teams and be as efficient as possible.

  • Work with servicing teams to determine if mitigations can be in place to help increase external satisfaction.

  • Continue to improve response procedures based on lessons learned.

  • Identify tools to enhance cross-functional communication and streamline processes.

What you will need to be successful

  • BS in Business Management or equivalent.

  • Three or more years of experience leading projects and/or managing service delivery teams.

  • Experience creating and managing processes that impact multiple teams and functions.

  • Healthcare or finance industry experience preferred.

  • Project management experience preferred.

  • Deadline conscious and detail-oriented

  • Self-driven

  • Organizational skills

  • Leadership ability

  • Ability to deal with high-stress situations

Benefits and perks

  • Medical, Dental, Vision

  • 401(k) match

  • Paid Maternity/Paternity leave

  • Ongoing education

  • Tuition Assistance

  • Gym/Fitness Reimbursement

  • Purple with Purpose (paid volunteer time off)

  • HSA contribution and match

  • On site Lunch and Learns

  • Award winning Wellness Program

  • Consumer Driven Healthcare (CDH) education

Why work for HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth and build health savings for life. Through our innovative technology and superior service delivery, our members gain valuable insights to better save and spend their healthcare dollars.

We firmly believe that our team members drive the success of this company. We hire passionate contributors who enjoy the thrill of pioneering their positions to their full potential. Join us and discover a work experience where the person is valued more than the position, and where are our purple culture drives a remarkable experience.

Our advice to you

HealthEquity is fiercely focused on hiring passionate individuals to contribute to our purple culture. If you speak passion, excellence, service, ambition, fun we want to speak with you! We believe that your personality is as important as your experience and qualifications so when we do have the opportunity to speak together, be authentic, be genuine, be you! Showcase your experience and your passion.

HealthEquity, Inc. is a proud promoter of equal opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees. HealthEquity, Inc. support Equal Employment Opportunities without regard to sex, race, color, religion, national origin, age, disability, sexual orientation or veteran status when hiring - under federal, state and local laws.

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