Manager, Member Service Guide

This is a fully remote position, open to applicants in United States.

📋 Description

• Build, mentor, and cultivate a team of Supervisors and Guides, ensuring robust performance, engagement, and development across teams.

• Utilize data, trends, and insights to spot opportunities, diagnose root causes, and implement significant enhancements across people, processes, and products.

• Take ownership of performance across multiple teams, ensuring that service levels, quality standards, and operational objectives are consistently achieved.

• Lead critical projects and operational initiatives from conception to execution, ensuring they yield measurable results.

• Collaborate cross-functionally with Training, Quality, Technology, Workforce Management, Clinical, and Product teams.

• Advocate for the utilization of AI and automation by identifying opportunities, piloting solutions, and empowering teams to effectively use tools.

• Translate complex or evolving strategies, including AI and operational changes, into clear guidance that teams can implement effectively.

• Function efficiently in a rapidly changing environment, making informed decisions with incomplete information while guiding teams through transitions.

• Establish and fine-tune processes and tools that enhance consistency, quality, and scalability across teams.

⛳️ Requirements

• 3+ years of experience managing front-line teams in a customer-centric or healthcare setting.

• Proven track record of successfully coaching and developing both people leaders and individual contributors toward measurable performance results.

• Demonstrated ability to manage operations and drive outcomes using data, metrics, and continuous improvement methodologies.

• Strong project management and organizational capabilities, with experience leading initiatives from concept through to execution.

• Ability to operate effectively in uncertain, fast-paced environments, with a history of guiding teams through change.

• Excellent communication and interpersonal skills, with the capacity to influence, align, and build relationships across teams and various levels of the organization.

• A strong interest and enthusiasm for AI and emerging technologies, with the ability to quickly learn and apply tools to enhance team effectiveness and member experience.

• Experience in Medicare Advantage or healthcare operations, particularly within a contact center environment.

• Familiarity with AI tools, automation, or digital transformation initiatives within operational or service contexts.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plan with low or no premium.

• Generous paid time off.

• $100 monthly mobile or internet stipend.

• Stock options available for all employees.

• Bonus eligibility for all roles, excluding Director and above.

• Parental leave program.

• 401K program.