Customer Experience Manager

State of Oklahoma; Oklahoma; On-site; USD 65,000 - 79,000; Full time

Benefits offered by this job

State-paid benefit allowance

Insurance plans with no pre-existing条件

Flexible Spending Accounts

Retirement Savings Plan with employer"

Job summary

The Oklahoma Health Care Authority is seeking a Customer Experience Manager to lead call center operations, HIPAA compliance, and customer service excellence. You will oversee time management, audits, training programs, and mail/inventory processes to support efficient daily operations.

Ideal candidates have a relevant degree and leadership experience with strong analytical and communication skills, and a commitment to service delivery across the organization.

Qualifications

• Master’s degree with 2+ years of professional experience, or equivalent combination.
• Bachelor’s degree with 3+ years of professional experience.
• Strong leadership, communication, and organizational skills.
• Experience with HIPAA and regulatory compliance.

Responsibilities

• Monitor and improve call performance metrics (quality, response time, abandon rate).
• Ensure HIPAA compliance and annual training.
• Oversee internal mail operations and inventory coordination.
• Manage call center coverage, attendance, and time accrual reports.
• Develop training based on quality measurements and conduct audits.
• Perform additional duties as assigned.

Skills

Call center operations

HIPAA compliance

Team leadership

Time management

Training and auditing

Education

Master’s degree

Bachelor’s degree

Job description

Customer Experience Manager

Agency: 807 HEALTH CARE AUTHORITY

Supervisory Organization: EGID

Full time

Regular

Compensation: $72,000/annually

Why You’ll Love Working Here

At the Oklahoma Health Care Authority (OHCA), your work matters. Every day, our team helps ensure Oklahomans have access to better health and better care. Guided by our core values, Passion for Purpose, Trust & Transparency, Empowerment & Accountability, Best-in-Class, Outcome-Driven, and Servant Leadership, we foster a workplace where people feel supported, respected, and empowered to make an impact. Learn more about OHCA.

Let’s Talk Benefits

• Generous state-paid benefit allowance to offset insurance premiums.
• A wide selection of insurance plans with no pre-existing condition exclusions.
• Flexible Spending Accounts for health care and dependent care.
• Retirement Savings Plan with employer contributions.
• 11 paid holidays annually.
• 15 days of vacation and 15 days of sick leave in the first year.
• Longevity Bonus recognizing years of public service.
• Public Service Loan Forgiveness eligibility and tuition reimbursement.
• Wellness benefits, including an on-site gym and fitness center discounts.

Job Description

Location: 4345 N Lincoln Blvd, Oklahoma City, OK 73105

Salary: $72,000/annually

Work Schedule: Monday – Friday

Primary Hours: 8:00 a.m. – 5:00 p.m.

Agency/Division Information

The Oklahoma Health Care Authority (OHCA) works to ensure Oklahomans have access to better health and better care. The agency’s core values include passion for purpose, trust and transparency, empowerment and accountability, best in class and outcome-driven, and servant leadership. As part of the interview process, candidates may be required to attend an in-person interview at our Oklahoma City office.

Position Purpose

The Customer Experience Manager is responsible for overseeing various operations within the organization, ensuring efficiency and effectiveness in areas such as customer experience, compliance, mail and copy center, time management, and training and auditing. This role requires strong leadership, communication, and organizational skills to drive performance and achieve organizational goals.

Essential Functions May Include

• Ensure call performance standards are monitored and met, including telephone call quality, response time, and call abandonment rate.
• Ensure compliance with HIPAA regulations and internal policies, including annual training and reviews.
• Oversee internal mail operations, inventory management, and coordination with printing services.
• Assure adequate phone coverage for the call center, monitor employee attendance, and manage time accrual reports.
• Develop training opportunities based on call quality measurements and conduct focus audits to ensure continuous improvement.
• Other duties as assigned.

Supervisory Responsibilities: This position has supervisory responsibilities.

Knowledge, Skills, Abilities And Competency Requirements

This position requires in-depth knowledge of call center operations, performance metrics, HIPAA and regulatory compliance, inventory and internal mail operations, employee scheduling, training, and auditing practices. The role must be able to analyze high volumes of complex or competing information, evaluate call performance data, identify opportunities for improvement, and ensure operational and regulatory requirements are consistently met. Strong leadership, communication, collaboration, and conflict resolution skills are essential for effectively directing work, building teams, developing employees, and working with diverse stakeholders. The position also requires strong time management, sound decision-making, accountability, self-awareness, and the ability to take on new challenges with urgency and a results-oriented approach. Key competencies include Manages Complexity, Drives Results, Decision Quality, Builds Effective Teams, Ensures Accountability, Demonstrates Self-Awareness, and Action Oriented.

To be considered for this position your application must include a resume/CV with complete work and education history.

Education And/or Experience

• A Master’s degree and 2 years of professional experience OR
• A bachelor’s degree and 3 years of professional experience OR
• An equivalent combination of education and experience, substituting 1 year of professional level experience for each year of the required education.

Preference Qualifications Include

• Certifications in any of these areas: Certified Call Center Manager (CCCM), Certified Customer Experience Professional (CCXP), Certified HIPAA Professional (CHP), Project Management Professional (PMP), Six Sigma Green Belt or Lean Certification
• Advanced degrees in Business Administration or Management

Physical Demands and Work Environment

Work is typically performed in an office setting with climate-controlled settings and exposure to moderate noise levels. In the course of performing job duties, employees are required to speak, stand, walk, and reach with their hands and arms. This position requires extended periods of sitting and daily use of computers and phones. Employees must be willing to complete all job-related travel associated with this position. Being present at the office is an essential function of this position.

Accommodation Statement

The Oklahoma Health Care Authority complies with applicable State and Federal civil rights laws and does not discriminate. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, disability, age, national origin, or genetic information. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Civil Rights Coordinator at 405-522-7335.

Notice To Applicants

Please add [e-mail] to the address book or “safe-senders” list in your email. All correspondence will come from this address. Be sure to check your junk folder. If you have questions about the status of your application, you can contact the HR team at 405-522-7093.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Current State of Oklahoma employees must apply for open positions internally through Workday Jobs Hub.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.