Customer Experience Manager

okgov; Oklahoma; On-site; USD 61,000 - 83,000; Full time

Benefits offered by this job

State benefit allowance

Insurance plans

Flexible Spending Accounts

Retirement plan

Holidays

Vacation leave

Sick leave

Loan forgiveness

Tuition reimbursement

Wellness program

Job summary

The Oklahoma Health Care Authority (OHCA) is seeking a Customer Experience Manager to oversee customer experience operations, HIPAA compliance, mail and copy center logistics, and training audits. This leadership role requires strong organizational and communication skills to drive performance in a public service setting.

You will guide a team across call center operations, ensure regulatory compliance, and develop training opportunities based on quality metrics.

Qualifications

• Master's degree with 2 years of professional experience or
• Bachelor's degree with 3 years of professional experience or equivalent combination.

Responsibilities

• Oversee call center performance, including metrics like response time and call quality.
• Ensure HIPAA compliance and regular training/reviews.
• Manage internal mail operations and coordination with printing services.
• Lead training initiatives and conduct audits for continuous improvement.

Skills

Call center operations

HIPAA compliance

Leadership

Training

Auditing

Time management

Regulatory compliance

Education

Master's degree

Bachelor's degree

Job description

Job Posting Title

Customer Experience Manager

Agency

807 HEALTH CARE AUTHORITY

Supervisory Organization

EGID

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank. Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date

Continuous if Blank

Full/Part-Time

Full time

Job Type

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 hea l th 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 Competenc y 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.

Education and/or Experience

• A Master's degree and 2 year s of professional experience OR
• A bachelor's degree and 3 years of professional experience OR
• A n 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