Customer Experience Operations Leader (FCR & Care)

E2E Alignment Healthcare USA, LLC

California (MO)

Hybrid

USD 71,000 - 106,000

Full time

5 days ago

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Job summary

Alignment Health in the United States is seeking a Manager, Customer Experience Support Projects to lead strategic operational initiatives across call center performance, first call resolution, and member experience. You will drive cross‑functional collaboration, develop ROI analyses, and implement scalable improvements with accountability for outcomes and care quality.

Strong leadership, analytics, and change management are required to inspire teams in a regulatory environment.

Qualifications

Minimum five years in Call Center or Member Services.
Minimum three years leading operational initiatives in regulated environments.
Experience in Medicare Advantage or Managed Care.
Experience with CRM implementation or contact center systems.
Bilingual English/Spanish is preferred.

Responsibilities

Lead strategic operational initiatives to improve service levels, FCR, and member satisfaction.
Translate strategy into structured project plans with milestones, owners, and metrics.
Develop ROI analyses for operational enhancements with Finance.
Drive cross-functional collaboration across Claims, Enrollment, IT, and Compliance.
Provide direct leadership to Supervisors and Customer Experience Specialists.