Manager, Speech Analytics, Insights

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

📋 Description

• Work in collaboration with the Service Excellence team to enhance the experience for both customers (Members & Providers).

• Foster innovation and greater efficiency within the call center environment.

• Investigate and implement AI capabilities to refine the process of collecting, analyzing, and acting on customer insights.

• Advance the enterprise Voice of the Customer (VoC) and Customer Experience (CX) initiatives across all business lines.

• Research and test novel methods, tools, and automation techniques for sentiment collection.

• Establish and prioritize the AI roadmap for initiatives within the call center.

• Define success metrics, assess outcomes, and monitor the impact of AI initiatives over time.

• Keep abreast of the latest AI trends and best practices related to customer research.

• Oversee call center analysis efforts that facilitate measurement, prioritization, and the implementation of identified opportunities.

• Create materials for stakeholders, including demos and summaries of use cases.

• Serve as the liaison with the call monitoring vendor.

• Lead and mentor the Voice of the Customer Insights Analysts.

⛳️ Requirements

• A Bachelor's degree in Marketing, Business, Communications, a healthcare field, or a related discipline is required.

• A minimum of five (5) years of customer service experience in healthcare payer roles, interacting with both members and providers, is essential.

• At least three (3) years of leadership experience is required.

• Proficiency in Microsoft Excel and PowerPoint is a must.

• Strongly preferred skills include critical thinking, creative problem-solving, and knowledge of journey mapping and storytelling (personas, journey mapping).

• Excellent communication and stakeholder engagement abilities are necessary.

• A strong capacity to communicate and collaborate with stakeholders at various levels is essential.

• Familiarity with crafting agentic experiences that proactively address user needs, adapt in real-time, and provide personalized healthcare solutions is strongly preferred.

• Capability to analyze processes and generate recommendations for improvement is required.

• Ability to set, prioritize, and achieve goals, along with the capacity to work independently.

• A commitment to staying current on technologies through self-directed learning is necessary.

• Exceptional written and verbal communication skills, with a keen attention to detail, are required.

• Strong leadership, interpersonal, and active listening skills are essential.

• Proven ability to coach and motivate direct reports to meet established goals and key performance indicators.

🏝️ Benefits

• Comprehensive total rewards package.

• Bonus linked to both company and individual performance.