Client Experience Ops Manager: Intake & Process

Capitalrx; Denver (CO); On-site; USD 110,400 - 138,000; Full time

Job summary

Judi Health in the United States is seeking a Manager of Client Experience Resolution & Optimization (CERO) to lead intake, triage, and resolution for client-impacting issues within Client Services.

The role establishes governance for intake workflows, ensures issues are validated and routed, and drives consistency in resolving operational challenges. You will coach the CERO Analyst and collaborate with analytics to improve end-to-end client experience.

Qualifications

• Bachelor’s degree is required.
• 5+ years of client services, operations, or workflow/process management.
• Experience establishing governance structures or managing intake of workflows.
• Strong collaboration, communication, and organizational skills.
• Ability to manage complexity in a fast-paced environment.

Responsibilities

• Build and manage a standardized intake and routing process for Client Services issues.
• Govern triage, prioritization, and cross-functional coordination.
• Serve as primary point of contact for intake, validation, and routing.
• Develop and maintain SOPs, workflows, and documentation supporting Client Services operations.
• Establish and monitor high-level performance indicators with analytics teams.
• Lead continuous improvement initiatives to simplify workflows.
• Partner with functional teams to identify process gaps and support improvements.
• Coach, mentor, and support ongoing development of the CERO Analyst.

Skills

Collaboration

Communication

Organizational skills

Problem-solving

Adaptive in fast-paced environments

Education

Bachelor’s degree

Job description

Judi Health in the United States is seeking a Manager of Client Experience Resolution & Optimization (CERO) to lead intake, triage, and resolution for client-impacting issues within Client Services.

The role establishes governance for intake workflows, ensures issues are validated and routed, and drives consistency in resolving operational challenges. You will coach the CERO Analyst and collaborate with analytics to improve end-to-end client experience.