CX Operations & Process Improvement Manager

Alignment Health; Orange (CA); Hybrid; USD 71,000 - 106,000; Full time

Job summary

Alignment Health in the United States seeks a Manager, Customer Experience Support Projects to lead strategic initiatives enhancing call center performance, FCR, and member satisfaction. You will drive cross-functional collaboration, partner with SMEs, and oversee matrixed project execution to deliver scalable, accountable improvements across departments.

Responsibilities include developing business cases with Finance, leading enterprise initiatives, and ensuring documentation, training, and

Qualifications

• Minimum five years in Call Center or Member Services.
• Three years leading operational initiatives or teams in regulated environments.
• Proven track record improving KPIs (FCR, service level, quality, satisfaction).
• Experience in Medicare Advantage or Managed Care is preferred.

Responsibilities

• Lead operational initiatives to improve service level, FCR, and satisfaction.
• Translate strategy into project plans with scope, milestones, metrics.
• Develop ROI analyses for operational enhancements with Finance.
• Serve as project lead for cross-functional initiatives.
• Ensure initiatives are scalable, repeatable, and measurable.

Skills

Call Center Leadership

Project Management

Change Management

Root Cause Analysis

CRM Systems

Workforce Management Tools

Executive Communication

Bilingual English/Spanish

Quality & Compliance

Education

High School Diploma or GED

Bachelor’s Degree in Healthcare Administration / Business / Operations

Tools

CRM platforms

MS Office Suite

Job description

Alignment Health in the United States seeks a Manager, Customer Experience Support Projects to lead strategic initiatives enhancing call center performance, FCR, and member satisfaction. You will drive cross-functional collaboration, partner with SMEs, and oversee matrixed project execution to deliver scalable, accountable improvements across departments.

Responsibilities include developing business cases with Finance, leading enterprise initiatives, and ensuring documentation, training, and