Customer Experience Ops Lead: Projects & FCR

Alignment Healthcare USA, LLC; Orange (CA); Hybrid; USD 71,000 - 106,000; Full time

Job summary

Alignment Health USA, LLC is seeking a Manager of Customer Experience Support Projects to drive operational initiatives that strengthen our Customer Experience organization for members. You will lead cross-functional efforts across departments, partner with SMEs, and implement scalable solutions to improve FCR, service levels, and member satisfaction.

The role requires strong project management, change leadership, and the ability to influence without direct authority in a regulated healthcare

Qualifications

• Requires strong leadership to drive cross-functional initiatives.
• Proven ability to design scalable solutions and drive process improvements.
• Experience in Medicare Advantage or regulated healthcare environments is preferred.

Responsibilities

• Lead strategic operational initiatives to improve service levels, FCR, and member satisfaction.
• Translate strategy into structured project plans with defined milestones and owners.
• Partner with senior leaders to ensure accountability and adoption of improvements.
• Develop ROI analyses for operational enhancements with Finance.

Skills

Operational leadership

Cross-functional collaboration

Root cause analysis

Project management

Analytics & reporting

Education

Bachelor’s degree in Healthcare Administration/Business

Tools

CRM systems

Workforce management tools

Reporting platforms

Microsoft Office

Job description

Alignment Health USA, LLC is seeking a Manager of Customer Experience Support Projects to drive operational initiatives that strengthen our Customer Experience organization for members. You will lead cross-functional efforts across departments, partner with SMEs, and implement scalable solutions to improve FCR, service levels, and member satisfaction.

The role requires strong project management, change leadership, and the ability to influence without direct authority in a regulated healthcare