Hybrid CX Leader - Customer Experience Supervisor

Alignment Healthcare USA, LLC in; Orange (CA); Hybrid; USD 59,000 - 88,000; Full time

Job summary

Alignment Health in Orange, CA is seeking a Customer Experience Supervisor for a Hybrid role to lead a team of Customer Experience Specialists responsible for compassionate, seamless, and accountable member support.

You will coach for empathy, ownership, and first-call resolution, manage performance against KPIs, and ensure HIPAA-compliant service. This leadership position supports a 365-day operation and requires onsite presence at least two days per week.

Qualifications

• Minimum 3 years of customer service experience in healthcare, insurance, or Medicare Advantage.
• Minimum 2 years of supervisory or team lead experience in a contact center or member services environment.
• Required: High School Diploma or GED.
• Preferred: Associate's or Bachelor's degree.

Responsibilities

• Directly supervises and develops a team of Customer Experience Specialists.
• Monitors KPIs including quality, FCR, schedule adherence, productivity, and member satisfaction.
• Conducts live call monitoring, coaching, and feedback sessions focused on empathy, ownership, and resolution.
• Oversees onboarding, training, and performance improvement plans for direct reports.
• Ensures compliance with HIPAA and data privacy requirements.
• Drives continuous improvement and accountability across the operation.

Skills

Empathy coaching

KPIs focus on FCR

Data interpretation

Problem solving

Ownership mindset

Education

High School Diploma or GED

Associate's or Bachelor's degree (Preferred)

Tools

MS Office

CRM systems

Contact center technologies

Job description

Alignment Health in Orange, CA is seeking a Customer Experience Supervisor for a Hybrid role to lead a team of Customer Experience Specialists responsible for compassionate, seamless, and accountable member support.

You will coach for empathy, ownership, and first-call resolution, manage performance against KPIs, and ensure HIPAA-compliant service. This leadership position supports a 365-day operation and requires onsite presence at least two days per week.