Customer Experience Operations Leader (FCR & Insights)

Alignment Healthcare Inc.; Orange (CA); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Alignment Health seeks a Manager, Customer Experience Support Projects to lead strategic operational initiatives that strengthen the Customer Experience organization serving our valued members. You will drive scalable improvements across call center performance, first call resolution (FCR), caring connections, and true ownership of member issues.

The role requires cross-functional collaboration, SME partnership, and matrixed project execution to deliver measurable outcomes while ensuring

Qualifications

• Minimum five (5) years of Call Center or Member Services experience.
• Minimum three (3) years leading operational initiatives or managing teams in a compliance-driven industry.
• Proven ability to improve KPIs such as FCR, service level, quality, or member satisfaction.
• Experience in Medicare Advantage or Managed Care environment preferred.

Responsibilities

• Lead high-impact operational initiatives to improve service levels, FCR, and member satisfaction.
• Translate strategy into structured project plans with defined scope, milestones, owners and ROI.
• Develop business cases with Finance to create ROI analyses for enhancements.
• Own cross-functional initiatives impacting the Customer Experience organization.
• Establish accountability mechanisms and scalable, repeatable processes.
• Drive cross-functional collaboration across Claims, Enrollment, IT, Compliance and Quality.

Skills

Medicare knowledge

CMS Call Center Metrics

Analytics

Performance interpretation

Project management

Change management

Stakeholder management

Executive communication

CRM systems

Workforce management tools

Reporting platforms

Microsoft Office

Education

High School Diploma or GED

Bachelor's degree in Healthcare Administration, Business, Operations Management, or related field

Tools

CRM systems

Workforce management tools

Reporting platforms

Microsoft Office

Job description

Alignment Health seeks a Manager, Customer Experience Support Projects to lead strategic operational initiatives that strengthen the Customer Experience organization serving our valued members. You will drive scalable improvements across call center performance, first call resolution (FCR), caring connections, and true ownership of member issues.

The role requires cross-functional collaboration, SME partnership, and matrixed project execution to deliver measurable outcomes while ensuring