Manager, Member Service Guide

Jobtailor; Deutschland; Remote; EUR 65.000 - 95.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks a results-driven leader to build, coach, and scale a front-line team in healthcare operations. You will drive data-informed improvements, own multi-team performance, and lead cross-functional initiatives from concept to impact.

The role emphasizes AI and automation adoption, change management, and collaboration with Training, Quality, Tech, and Product teams to enhance member experience and service levels.

Qualifikationen

• 3+ years of experience leading front-line teams in a customer-focused or healthcare environment.
• Proven ability to coach and develop both people leaders and individual contributors toward performance goals.
• Experience using data, metrics, and continuous improvement methodologies to drive results.
• Strong project management and organizational skills with end-to-end initiative delivery.
• Ability to operate effectively in ambiguous, fast-changing environments and guide teams through change.
• Excellent communication, influence across teams and organizational levels.
• Interest in AI and emerging technologies to boost team effectiveness and member experience.
• Exposure to Medicare Advantage or healthcare operations, especially in contact centers.
• Experience with AI tools or digital transformation in operations or service settings.

Aufgaben

• Build, coach, and develop a team of Supervisors and Guides for strong performance and growth.
• Leverage data and insights to diagnose root causes and drive improvements across processes and product.
• Own performance across multiple teams to meet service levels and quality standards.
• Lead projects from ideation to execution with measurable impact.
• Partner with Training, Quality, Technology, Workforce Management, Clinical, and Product teams.
• Champion AI and automation; pilot solutions and empower teams to use tools.
• Translate evolving strategies into clear, actionable guidance for teams.
• Navigate fast-changing environments and guide teams through change.
• Refine processes and tools to improve consistency, quality, and scalability.

Kenntnisse

Team Leadership

Data-Driven Decision Making

Project Management

Change Management

Healthcare Operations Experience

AI & Automation Awareness

Communication & Influence

Tools

Data Analytics Tools

AI Tools

Workforce Management Systems

Project Management Software

Jobbeschreibung

• Build, coach, and develop a team of Supervisors and Guides, ensuring strong performance, engagement, and growth across teams
• Leverage data, trends, and insights to identify opportunities, diagnose root causes, and drive meaningful improvements across people, process, and product
• Own performance across multiple teams, ensuring service levels, quality standards, and operational goals are consistently met
• Lead key projects and operational initiatives from ideation through execution, ensuring they drive measurable impact
• Partner cross-functionally with Training, Quality, Technology, Workforce Management, Clinical, and Product teams
• Champion the use of AI and automation by identifying opportunities, piloting solutions, and enabling teams to use tools effectively
• Turn complex or evolving strategies, including AI and operational changes, into clear guidance that teams can execute effectively
• Operate effectively in a fast-changing environment, making informed decisions with incomplete information while guiding teams through change
• Establish and refine processes and tools that improve consistency, quality, and scalability across teams

Requirements

• 3+ years of experience leading front-line teams in a customer-focused or healthcare environment
• Demonstrated success coaching and developing both people leaders and individual contributors toward measurable performance outcomes
• Proven ability to manage operations and drive results using data, metrics, and continuous improvement methodologies
• Strong project management and organizational skills, with experience leading initiatives from concept through execution
• Ability to operate effectively in ambiguous, fast-changing environments, with a track record of leading teams through change
• Strong communication and interpersonal skills, with the ability to influence, align, and build relationships across teams and levels
• Curiosity and enthusiasm for AI and emerging technologies, with the ability to learn quickly and apply tools to improve team effectiveness and member experience
• Experience in Medicare Advantage or healthcare operations, particularly in a contact center environment
• Exposure to AI tools, automation, or digital transformation efforts within operations or service environments

Core Competencies

Demonstrates strong leadership in coaching and developing teams to achieve measurable performance outcomes while leveraging data and insights to drive operational improvements. Proficient in managing projects and navigating fast-changing environments, with a focus on AI and automation to enhance team effectiveness.

Highest-signal resume keywords

• Team Leadership
• Data-Driven Decision Making
• Project Management
• Change Management
• Healthcare Operations Experience

ATS Optimization Keywords

Hard Skills

• Performance Management
• Continuous Improvement Methodologies
• Operational Goal Achievement
• Process Improvement
• AI Implementation
• Automation Tools
• Metrics Analysis
• Quality Standards Management
• Customer-Focused Operations
• Healthcare Compliance

Soft Skills

• Coaching and Development
• Strong Communication
• Interpersonal Skills
• Influencing and Aligning
• Relationship Building

Industry Keywords

• Medicare Advantage
• Healthcare Operations
• Contact Center Environment
• Digital Transformation
• Service Level Standards

Tools & Technologies

• AI Tools
• Automation Solutions
• Data Analytics Tools
• Project Management Software
• Workforce Management Systems