Position Description & Qualifications

Serco is seeking a Consumer Experience Manager to join our talented and fast-paced team supporting millions of people applying for healthcare coverage via the federal Health Insurance Marketplace. The ideal candidate is a motivated and results-driven manager who will lead the charge in transforming our verification contact center for CMS Marketplace insurance. This effort will include redesigning notices and scripting to improve consumer-focused conversations and leveraging innovative technologies and strategies to improve quality. Within our Advisory Services practice, you will play a pivotal role in enhancing consumer engagement and driving operational excellence. As a lead manager, you will apply your skills to lead large projects, innovate processes, and maintain operational excellence while interacting with Serco leadership and government clients at a strategic level to drive project success.

You will motivate and coach direct reports to solve complex problems, applying sound judgment and developing high-performing, cross-functional teams. In this role, you will be at the forefront of user interaction engineering - using understanding of consumer behavior utilizing data, analytics, and AI to deliver impactful solutions. Your ability to craft and convey clear, impactful messages will be essential in validating consumer outcomes. By fostering a culture of continuous improvement and innovation, you will contribute to the overall success of the program.

The candidate in this position ideally brings the unique combination of subject matter expertise in using linguistics or consumer marketing that engage consumers as well as experience using AI-tools identify trends in consumer sentiment and engagement to impact resolution of verification issues.

Key Responsibilities:

• Leading the transformation of contact center operations through human innovative strategies and solutions, and human-focused engagement
• Guiding teams in the implementation of AI-powered contact center solutions to enhance customer interactions
• Utilizing Amazon Connect and/or other AI tools to optimize contact center architecture and operations
• Developing and executing contact center strategies that align with client business objectives
• Conducting usability testing and consumer research to inform design improvements and enhance user experience
• Building and maintaining relationships with clients and cross-functional teams to identify and address operational challenges
• Promoting the adoption of omnichannel contact center implementations to improve service delivery
• Analyzing industry trends to provide strategic insights and recommendations for contact center transformation
• Coaching and mentoring teams to foster a culture of continuous improvement and service excellence

Ideal Competencies

• Leading contact center transformation projects with innovative approaches
• Excelling in contact center analytics for data-driven decisions
• Designing human-centered interaction to optimize consumer engagement and interactions
• Demonstrating proficiency in AI-powered contact center solutions
• Utilizing Amazon Connect for seamless contact center operations
• Implementing omnichannel contact center strategies effectively
• Highly adept at managing large and/or complex projects, tasks, and workstreams to support healthcare stakeholders with policy, operational, system, and IT support
• Strong experience in designing and analyzing program production and performance data to understand program impact and solution improvement actions
• Strong leadership and organizational skills
• Exceptional interpersonal and Client management skills
• Strong verbal and written communication skills.
• Enjoy working in fast-paced and collaborative team environment

Required Qualifications

• Bachelor's degree or higher in communications, linguistics, marketing, public health, public administration or other appropriate advanced degree required
• Minimum seven years' experience in implementing or administering call/contact center programs with focus on consumer processes (e.g. application assistance, eligibility verification, call center, casework)
• Minimum five years' experience in people management.

If you are interested in supporting our mission and working with a passionate team - then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance-so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.Benefits - Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco's external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [redacted].