Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Profile Summary:

As a Manager, Customer Operations you will lead and support a team of customer success specialists for our production customers.  The Customer Operations team specializes in providing our customers across the Public Sector market and solutions with excellent service related to issue resolution, consultation and overall technical support functions. In this role you will be the leader for overall support execution including support initiatives, process improvements, and communication.

Profile Description:

• Direct the Customer Operations team to effectively respond to and resolve issues/requests in a timely manner.

• Ensure the team effectively communicates, implements, and interprets customer service policies and procedures.

• Govern, adhere to and report on established SLAs for the Service Support organization.

• Develop key metrics and performance indicators to measure success of the Customer Operations team.

• Evaluate the effectiveness of the Customer Operations team and drive continuous process improvements; implement adjustments and/or system enhancements working cross-functionally to ensure customer satisfaction exceeds expected service levels.

• Ensure the delivery of reporting necessary for day-to-day operations of the team.

• Direct the optimization and coordination of project hand-off and change control with Professional Services and Customer Success Management.

• Develop effective working relationships with key internal and external customer contacts and work to understand business conditions and future needs; work closely with the Customer Success Managers and Regional Directors to ensure exceptional support is provided.

• Responsible for department management including staffing, training, performance management and career development of Associates and Managers while developing and monitoring goals.

• Identify revenue opportunities through expansion of the current support model offering.

• Other duties as assigned.

Knowledge & Experience:

• Fanatical about customer success and long-term relationship building. 

• Eager to contribute beyond the job description and lead strategic initiatives to improve the customer experience. 

• Demonstrated history of data-enabled decision making and prioritization. Experience establishing and measuring Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). 

• 10+ years in Service Delivery with 5+ in a leadership position. 

• Experience with various IT Service Management (ITIL) process and execution functions, including: Knowledge, Request, Incident, Event and Change management functions.

Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya may offer incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$84,930 - $106,160 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.