International SOS is in the business of protecting and saving lives, when involved in medical or security situations. Founded in 1985, the International SOS Group of Companies is trusted by over 11,000 global clients, including governments, multi-national corporate clients, such as two-thirds of the Fortune Global 500, mid-size enterprises, educational institutions and NGOs. 

More than 11,000 multi-cultural medical, security and logistics full-time experts stand by to provide support and assistance from over 1,000 locations in 90 countries, in more than 95 languages, giving you and your workforce peace of mind 24/7, every day of the year, be it online, on call or on-site.

The CRM Optimization Manager position is responsible for leveraging the CRM system and business processes to improve and expand service quality for beneficiaries, providers, client and In-Country TRICARE teams in a cost efficient and effective manner.

Key Responsibilities:

• Optimizing operational processes and procedures for maximum efficiency by adopting innovation and automation, while reinforcing and improving quality standards
• Assist with or lead the implementation of new processes and procedures across TRICARE teams, working with cross-functional resources to ensure timely implementation of process changes
• Prioritize, resolving and correct complex operational challenges
• Research and analyze best methods and practices relative to achievement of specified goals and operating objectives; design and develop systems and procedures, as appropriate to the objectives
• Consult, interact, and collaborate with all stakeholders to facilitate the successful implementation of new or revised policies, programs, and procedures, and to ensure the implementation and administration of program objectives
• Supporting the development and maintenance of Standard Operating Procedures (SOP’s)
• Working with cross-functional teams, define the outcome measurements for change processes

Required skills and knowledge

• Skills in analysis and re-engineering of systems, processes, and procedures
• Strong inter-personal skills
• Existing knowledge of Salesforce product and previous Salesforce deployment preferred
• Ability to analyze and improve operational processes in a cost effective and efficient manner
• Excellent communication skills, both written and verbal
• Strong problem-solving and time management skills
• Detail-oriented
• Working knowledge of TRICARE, Salesforce or previous Business Process Optimization experience

Diversity & Collaboration

Our company brings together remarkable people and enables them to be themselves. 

At International SOS, we offer a great working environment, thanks to our commitment to flexible working environment, diversity and development. 

We celebrate diversity on a global scale. We encourage every colleague to bring their personal best by creating an environment of inclusion and equal support. 

Our success is the result of diverse ideas, skills and cross cultural understanding.

International SOS has been recognised as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2019