CX Projects Manager (Remote)

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

Job summary

Alignment Health is seeking a Manager, Customer Experience Support Projects in California to lead strategic operational initiatives across the call center. The role focuses on improving FCR, service levels, and member satisfaction through cross‑functional collaboration and data‑driven process design.

The ideal candidate has 5+ years in call center or member services leadership, Medicare Advantage or managed care experience, and a track record of scalable improvements.

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.
• Demonstrated success improving KPIs such as FCR, service level, quality, or member satisfaction.
• Experience in Medicare Advantage or Managed Care environment.
• Experience with CRM implementation or contact center system enhancements.
• Experience in remote or hybrid contact center environments.
• Bilingual English/Spanish preferred.

Responsibilities

• Operational Strategy & Project Leadership: Leads high‑impact operational initiatives that improve service level, quality, FCR, member satisfaction, retention, and regulatory compliance.
• Translates organizational strategy into structured project plans with defined scope, milestones, owners, metrics, and accountability to ensure adoption.
• Develops business cases and ROI analyses for operational enhancements; serves as project lead for cross‑functional initiatives.
• Driving True Ownership & First Call Resolution: Improves FCR and reduces repeat contacts; analyzes drivers and transfer patterns.
• Culture Enablement: Caring Connections; embed empathy and caring connections into workflows; align coaching tools and dashboards.
• Cross‑Functional Collaboration & Matrix Leadership: Partners with SMEs across Claims, Enrollment, Provider Relations, IT, Compliance, QN/WFM.
• Performance Analytics & Reporting: Defines KPIs, builds executive dashboards, translates analytics into improvement plans.
• Process Optimization & Technology Enablement: Participates in CRM development and system implementations; standardizes workflows.
• Direct People Leadership: May include supervising Supervisors and/or Customer Experience Specialists; conducts coaching and performance management.

Skills

Project management

Change management

Root cause analysis

Stakeholder management

CRM systems

Workforce management

Bilingual English/Spanish

Medicare Advantage knowledge

CMS Call Center Metrics

Education

Bachelor's degree in Healthcare Administration

High School Diploma or GED

Tools

CRM software

Microsoft Office

Workforce management tools

Reporting platforms

Job description

Alignment Health is seeking a Manager, Customer Experience Support Projects in California to lead strategic operational initiatives across the call center. The role focuses on improving FCR, service levels, and member satisfaction through cross‑functional collaboration and data‑driven process design.

The ideal candidate has 5+ years in call center or member services leadership, Medicare Advantage or managed care experience, and a track record of scalable improvements.