Customer Experience Manager

Oklahoma AG; Oklahoma City (OK); On-site; USD 65,000 - 79,000; Full time

Benefits offered by this job

State health benefits

Flexible spending accounts

Retirement plan with employer matching

11 paid holidays annually

15 days vacation

15 days sick leave

Job summary

Oklahoma Health Care Authority (OHCA) seeks a Customer Experience Manager to oversee call center operations, mail and training processes, and ensure HIPAA compliance. The role emphasizes leadership, time management, and cross‑functional collaboration to improve customer experience and service outcomes.

Responsibilities include monitoring call metrics, scheduling, and implementing continuous improvement initiatives; a Master’s or Bachelor's degree with related experience is required.

Qualifications

• Master’s degree and 2 years of professional experience OR a bachelor’s degree and 3 years of professional experience, or equivalent combination.
• Certifications: CCCM, CCXP, CHP, PMP, Six Sigma Green Belt or Lean.
• Advanced degrees in management are a plus.

Responsibilities

• Monitor and improve call performance, including quality, response time, and abandon rate.
• Ensure HIPAA compliance and conduct annual training/reviews.
• Oversee internal mail operations, inventory, and interaction with printing services.
• Provide adequate call center coverage; track attendance and time accrual reports.
• Develop training opportunities based on call quality; conduct audits for improvements.

Skills

Call center operations

HIPAA compliance

Leadership

Training & auditing

Time management

Communication

Education

Master’s degree

Bachelor’s degree

Equivalent combination of education and experience

Tools

HIPAA compliance tools

Phone systems

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 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. Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub. If you are needing any extra assistance or have any questions relating to a job you have applied for, please click the link below and find the agency for which you applied for additional information: Agency Contact Oklahoma State Government is the largest employer in the state of Oklahoma, employing over 35,000 diverse and talented employees in more than 100 state agencies, boards and commissions. Our workplaces can be found across the state from Boise City to Idabel, Hollis to Miami, and everywhere in between. To learn more about our state agencies, visit here.

Industries

Government Administration

Worker Size

10,001+ Employees

Headquarters

Oklahoma City, Oklahoma

Utilizing the Office of Veterans Placement provides eligible veterans additional services and interview opportunities for State of Oklahoma employment. Visit the webpage for additional details and information on how to apply.