Job Description
The Senior Manager, Account Implementation and Sales Effectiveness leads the operational strategy, and performance of the account implementation function, the RFP unit, and contributes to the overall strategy in sales effectiveness. This role oversees teams accountable for both standard and custom group implementations, working in conjunction with the appropriate business areas to ensure new and renewing groups are implemented accurately, efficiently, and in alignment with sales commitments, client expectations, regulatory requirements, and enterprise operating standards. The leader also oversees a proposal support unit that partners with sales and business stakeholders to support new and renewal sales opportunities through timely, accurate, and operationally sound proposal deliverables. In addition, this role will help to drive strategies in sales effectiveness to support the long-term evolution of account implementation process within the organization and will contribute to the overall strategy for sales effectiveness.
At Blue Cross NC, we’re making health care better for all – by listening deeply, challenging what’s possible, and putting care at the heart of everything we do. Join a purpose driven team where ideas spark change, growth is encouraged, collaboration fuels impact, and you’re supported with the flexibility and trust to do meaningful work.
What You'll Do
Account Implementation Leadership
- Lead the account implementation function responsible for standard and custom group implementations, ensuring operational readiness, timely execution, and a consistent experience for clients, brokers, and internal stakeholders.
Standard and Custom Implementation Oversight
- Establish operating procedures, prioritization frameworks, quality controls, and escalation processes that support accurate account setup, implementation milestones, benefit configuration coordination, and cross-functional execution.
Proposal Support Leadership
- Oversee the proposal support team that partners with Sales, Account Management, Underwriting, Product, Operations, and other stakeholders to deliver accurate, timely, and compelling proposal responses for new and renewal business opportunities.
Sales Effectiveness Strategy
- Partner with sales leadership to develop and execute initiatives that improve sales productivity, enhance operational support, optimize sales processes, and drive greater efficiency across the customer acquisition and retention lifecycle.
Sales Process Optimization
- Evaluate and improve sales and implementation workflows to streamline operations, reduce friction points, improve handoffs, and create a more effective end-to-end experience for customers and internal partners.
Data, Analytics, and Insights
- Leverage operational and sales performance data to identify trends, measure effectiveness, evaluate process performance, and provide actionable insights that support strategic decision-making and continuous improvement.
Cross-Functional Business Operations
- Serve as a key operational leader connecting Sales, Client Management, Implementation, Product, Operations, IT, Legal, Compliance, and other enterprise partners to align expectations, resolve barriers, and ensure successful execution of implementation and proposal commitments.
Performance Management and Reporting
- Define, monitor, and communicate key performance indicators, service-level metrics, quality measures, workload trends, implementation cycle times, proposal performance metrics, and sales effectiveness outcomes to identify risks and drive continuous improvement.
Process Optimization and Standardization
- Identify opportunities to streamline workflows, improve proposal intake and response processes, reduce rework, strengthen documentation, enhance scalability, and support evolving business needs.
Risk Management and Compliance
- Ensure implementation and proposal processes comply with regulatory requirements, contractual obligations, internal policies, and operational risk controls. Proactively manage escalations and lead issue resolution efforts.
Resource and Capacity Planning
- Manage staffing strategies, workload distribution, budget inputs, technology requirements, and resource planning to support implementation demand, proposal volume, renewal activity, and changing business priorities.
People Leadership
- Lead, coach, and develop team members and leaders by establishing clear goals, fostering accountability, supporting change adoption, and promoting a collaborative, customer-focused culture of operational excellence.
Strategic Planning and Execution
- Develop and execute the long-term strategy for account implementation, proposal support, and sales effectiveness capabilities. Partner with sales leadership and key business stakeholders to understand evolving needs, identify improvement opportunities, and drive initiatives that support future-state operational capabilities and business growth.
Key Responsibilities
- Lead account implementation operations for all new and renewing group business, ensuring accuracy, timeliness, and service excellence.
- Oversee proposal support operations, including intake, prioritization, development, quality review, and delivery of proposal responses.
- Develop and execute operational strategies that improve implementation outcomes, proposal effectiveness, and overall sales support capabilities.
- Partner with sales leadership to identify and implement initiatives that enhance sales productivity, efficiency, and effectiveness.
- Establish and manage performance metrics, reporting frameworks, and governance processes to measure operational and business outcomes.
- Drive continuous improvement initiatives focused on process optimization, automation, scalability, and customer experience.
- Lead cross-functional initiatives that support business growth, operational readiness, and strategic organizational objectives.
- Ensure compliance with applicable regulatory requirements, contractual obligations, and enterprise policies.
- Manage operational risk, issue resolution, and escalation processes across implementation and proposal functions.
- Develop resource plans, staffing models, and budget recommendations to support changing business demands.
- Mentor, coach, and develop leaders and team members while fostering a culture of accountability, collaboration, innovation, and continuous improvement.
- Serve as a strategic advisor and operational partner to sales leadership and key enterprise stakeholders.
What You Bring
- Bachelor's degree required
- Eight (8) or more years of experience in business operations, sales operations, account implementation, client implementation, proposal management, project management, program management, or a related field.
- Demonstrated experience leading teams, managing complex operational processes, and driving cross-functional initiatives.
- Experience supporting sales enablement, sales effectiveness, implementation operations, proposal management, or operational excellence functions preferred.
- Proven ability to influence stakeholders, drive organizational change, and execute strategic business initiatives.
- Strong analytical, problem-solving, communication, and leadership skills.
- In lieu of a degree, ten (10) or more years of relevant professional experience may be considered.
At this time, Blue Cross NC will not sponsor employment authorization for this position.
What We Like
- Background working for an insurer managing implementation teams with custom national clients
- Awareness around tools within the market including Salesforce, etc.
- Prior experience working with large customer RFPs
- Ability to manage teams and complex work; management of teams in size of 30+ FTEs
- Standard and custom market implementation experience, ideal
What You’ll Get
- The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community
- Work-life balance, flexibility, and the autonomy to do great work
- Medical, dental, and vision coverage along with numerous health and wellness programs
- Parental leave and support plus adoption and surrogacy assistance
- Career development programs and tuition reimbursement for continued education
- 401k match including an annual company contribution
Where You’ll Work
Our Hybrid-Flex approach is built on presence with a purpose – giving you flexibility to work remotely with intentional in-person connection – that supports a workplace that’s flexible, connected, and future focused.
In a Hybrid-Flex role, you’ll work in the office at least two days a week for collaboration and connection. In a Remote-Flex role, you’ll work virtually, with a few in-office visits each year for meaningful moments that matter.
Whether your role is Hybrid-Flex or Remote-Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any states listed on this job posting. Onsite expectations will be discussed during the interview process.
Salary Range
At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs.
*Based on annual corporate goal achievement and individual performance.
$143,616.00 - $229,786.00
Skills
Budgeting, Business Development, Business Processes, Key Performance Indicators (KPI), Leadership, Operational Efficiency, Operations Management, Performance Metrics, Process Improvements, Project Management, Resource Management, Risk Management, Strategic Planning, Team Management, Workflow Management, Workflow Optimization
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