Customer Experience Program Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $113.3k - $170k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

👻 Ghost score 0%

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Alignment Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

⚕️ Healthcare Insurance

🛡️ Insurance

🏥 Healthcare

💰 $135M Series C on 2020-03

Healthcare Insurance • Insurance • Healthcare

Alignment Health is dedicated to providing comprehensive care for Medicare members, emphasizing the needs of seniors, the chronically ill, and those who are frail. With a mission to transform senior healthcare, Alignment Health leverages a tailored care model and advanced technology to deliver high-quality, low-cost healthcare services. Their 24/7 concierge care team collaborates with trusted local providers to ensure that every member receives personalized care, reflecting the company's commitment to treating all members as valued family members.

📋 Description

• Lead execution of Customer Experience strategic priorities, OKRs, and operational initiatives • Manage project planning, implementation, governance, risk mitigation, and performance tracking • Coordinate cross-functional teams to deliver initiatives on time and achieve measurable outcomes • Provide leadership visibility through project updates, dashboards, and executive reporting • Identify opportunities to improve processes, workflows, systems, and operational performance • Use data, root cause analysis, and stakeholder feedback to develop sustainable solutions • Standardize best practices, documentation, and operational procedures • Monitor and analyze Customer Experience metrics including service levels, member satisfaction, quality, retention, first call resolution, and operational efficiency • Develop dashboards and performance reports to support decision-making and prioritization • Translate insights into actionable recommendations and improvement plans • Measure initiative outcomes and business impact • Partner with Operations, Training, Quality, Workforce Management, Compliance, Clinical, IT, and other business areas • Facilitate stakeholder alignment, drive adoption of change initiatives, and remove execution barriers • Support organizational readiness and implementation of new processes, technologies, and operational strategies • No direct supervision of staff

🎯 Requirements

• 5+ years of experience in Customer Experience, Member Services, Contact Center Operations, Project Management, Operational Excellence, or Continuous Improvement • Demonstrated success leading strategic initiatives and performance improvement efforts • Experience managing complex projects and influencing outcomes across multiple stakeholders • Strong analytical, problem-solving, and communication skills • Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Industrial Engineering, Project Management, Organizational Leadership, or a related field • Reliable internet connectivity • Ability to manage multiple concurrent projects • Strict adherence to HIPAA and confidentiality standards • Strong project and program management capabilities • Advanced analytical and problem-solving skills • Experience developing KPIs, scorecards, dashboards, and business reporting • Proficiency in Microsoft Excel, PowerPoint, Word, and reporting/visualization tools such as Power BI or Tableau • Strong facilitation, presentation, and executive communication skills • Ability to manage multiple priorities in a fast-paced, highly matrixed environment • Knowledge of process improvement methodologies and operational performance management • Strong organizational, planning, and change management skills

🏖️ Benefits

• Ample room for growth and innovation • Remote or hybrid work arrangement • Reasonable accommodations for individuals with disabilities

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