Manager, Member Service Guide

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

📋 Description

• Build, mentor, and nurture a team of Supervisors and Guides.

• Utilize data, trends, and insights to uncover opportunities, diagnose underlying issues, and drive enhancements across people, processes, and products.

• Assume responsibility for performance across various teams, ensuring adherence to service levels, quality standards, and operational objectives.

• Lead significant projects and operational initiatives from conception to execution.

• Collaborate across functions with Training, Quality, Technology, Workforce Management, Clinical, and Product teams.

• Advocate for AI and automation by pinpointing opportunities, piloting solutions, and empowering teams to effectively utilize tools.

• Convert complex or evolving strategies, including AI and operational shifts, into clear directives.

• Steer teams through rapid growth and transformation.

• Develop and enhance processes and tools that promote consistency, quality, and scalability.

⛳️ Requirements

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

• Proven track record of coaching and developing both people leaders and individual contributors to achieve measurable performance outcomes.

• Demonstrated capability to manage operations and drive results through data, metrics, and continuous improvement methods.

• Strong project management and organizational abilities, with experience overseeing initiatives from concept to execution.

• Aptitude to function effectively in ambiguous, fast-paced environments, with a history of guiding teams through transitions.

• Excellent communication and interpersonal skills, with the capacity to influence, align, and cultivate relationships across teams and levels.

• A keen interest in 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, especially in a contact center setting.

• Familiarity with AI tools, automation, or digital transformation efforts within operations or service environments.

🏝️ 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 for all employees.

• Bonus eligibility for all roles excluding Director and above.

• Commission eligibility for Sales roles.

• Parental leave program.

• 401K program.