Customer Experience Manager - Call Center & Compliance

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

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.