The Customer Experience Program Manager serves as a strategic partner to Customer Experience leadership, responsible for driving execution of key operational priorities, strategic initiatives, and departmental objectives. This role leads cross-functional efforts that improve operational performance, member experience, employee engagement, quality, compliance, and organizational effectiveness.
Through project management, performance analytics, process optimization, and stakeholder collaboration, the Customer Experience Program Manager ensures Customer Experience initiatives are identified and successfully implemented, measured, and sustained while supporting achievement of departmental goals and business outcomes building Caring Connections and best in class member experiences.
Job Duties/Responsibilities:
Strategic Initiatives & Project Leadership- 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 ensure timely delivery of initiatives and achievement of measurable outcomes.
- Provide leadership visibility through project updates, dashboards, and executive reporting.
Operational Excellence & Continuous Improvement- Identify opportunities to improve processes, workflows, systems, and operational performance.
- Utilize data, root cause analysis, and stakeholder feedback to develop sustainable solutions.
- Standardize best practices, documentation, and operational procedures to improve consistency and scalability.
- Promote a culture of accountability, operational discipline, and continuous improvement.
Performance Analytics & Business Insights- Monitor and analyze key Customer Experience metrics, including service levels, member satisfaction, quality, retention, first call resolution, and operational efficiency.
- Develop dashboards and performance reporting to support decision-making and prioritization.
- Translate insights into actionable recommendations and improvement plans.
- Measure initiative outcomes and business impact.
Cross-Functional Collaboration & Change Management- Partner with Operations, Training, Quality, Workforce Management, Compliance, Clinical, IT, and other business areas to resolve operational challenges and improve the member experience.
- Facilitate stakeholder alignment, drive adoption of change initiatives, and remove barriers to execution.
- Support organizational readiness and successful implementation of new processes, technologies, and operational strategies.
Supervisory Responsibilities:
- No direct supervision of staff
Job Requirements:
Experience:
Required- 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.
Preferred- Medicare Advantage, Managed Care, or Healthcare Operations experience.
- Experience supporting OKR execution and operational performance management.
- Project Management (PMP), Lean, Six Sigma, or related certifications.
Education:
Required- Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Industrial Engineering, Project Management, Organizational Leadership, or a related field.
Preferred- Master's degree (MBA, MHA, MPH, or related discipline).
- Formal training in Project Management, Continuous Improvement, Lean Operations, Change Management, or Business Analytics.
Specialized Skills & Competencies- Strong project and program management capabilities.
- Advanced analytical and problem-solving skills with the ability to interpret complex operational data.
- Experience developing KPIs, scorecards, dashboards, and business reporting.
- Proficiency in Microsoft Excel, PowerPoint, Word, and reporting/visualization tools (Power BI, Tableau, or similar).
- 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.
Work EnvironmentMay be remote or hybrid. Requires:
- Reliable internet connectivity
- Ability to manage multiple concurrent projects
- Strict adherence to HIPAA and confidentiality standards
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Essential Physical Functions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Pay Range: $113,332.00 - $169,999.00
Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.
