Director, Customer and Product Operations Support at Experian

Experian

United States, UNITED STATES, us·7h ago

DirectorFull-timeAI

Salary Range

$102,000 - $138,000 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are seeking a Director, Customer and Product Operations Support to join Claim Source, reporting to Experian Health. This role oversees advanced technical support, client satisfaction, and process optimization for Experian's Claims Source product.

Key Responsibilities

→Ensure resolution of Claim Source issues
→Use Salesforce to support customer satisfaction and resolve system and payer-related issues
→Review, evaluate, and interpret payer notifications
→Guide customer optimization processes and edit reviews
→Identify customer needs and align them with Experian product capabilities
→Communicate complex solutions to clients and our teams
→Participate in client calls and provide status updates
→Recommend enhancements to improve automation, efficiency, and product scalability, including AI and Copilot
→Monitor accuracy and completeness of all assigned jobs
→Provide technical support including testing, troubleshooting, and implementing changes
→Collaborate with internal and external teams on process requirements
→Track change requests and oversee high-severity incidents
→Support solutions during internal Health or claims issues
→Maintain project plans and schedules
→Participate in pre-sales and CBR activities
→Build relationships with clients and internal partners
→Mentor team members
→Ensure accuracy and completeness of all team deliverables

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About Experian

Experian is a global information services company that specializes in providing data and analytics solutions to businesses and consumers. Headquartered in Dublin, Ireland, with a presence in over 44 countries, Experian has been a leader in the information services industry since its inception in 1996. The company leverages advanced technology and extensive data resources to help organizations make informed decisions, mitigate risk, and identify growth opportunities. Its services are integral to sectors such as finance, retail, telecommunications, and healthcare, where accurate data is critical for operational efficiency and strategic planning. Experian offers a comprehensive suite of products and services, including credit reporting, fraud detection, marketing analytics, and decision automation. Key features of their solutions include real-time data processing, predictive analytics, and customizable reporting tools that enable clients to gain actionable insights. The company primarily targets financial institutions, retailers, and telecommunications providers, helping them manage credit risk, combat fraud, and enhance customer engagement. Additionally, Experian provides consumer credit reports and identity protection services, catering to individuals seeking financial transparency and security. Experian has established itself as a market leader, recognized for its innovative use of data and technology to solve complex business challenges. The company holds a significant market share in the information services industry, supported by its robust global infrastructure and commitment to data accuracy and compliance. Experian’s unique value proposition lies in its ability to integrate vast datasets with cutting-edge analytics, providing clients with unparalleled insights that drive business success and regulatory compliance. Its dedication to data privacy and ethical practices further reinforces its reputation as a trusted partner in the information services sector.