manager customer experience support

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 is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.The Manager, Customer Experience Support Projects leads strategic operational initiatives that strengthen the Customer Experience organization serving our valued members. This role drives scalable improvements across call center performance, first call resolution (FCR), caring connections, and true ownership of member issues.The primary focus of this role is operational leadership through cross-functional collaboration, Subject Matter Expert (SME) partnership, and matrixed project execution. The Manager identifies process optimization, root cause analysis driving design sustainable solutions, and ensures disciplined implementation across departments.This role may also directly manage Supervisors and/or frontline Customer Experience Specialists, assuming full accountability for team performance, engagement, and results. Whether leading through influence or direct reporting relationships, this leader builds scalable systems that elevate accountability and organizational capability.Job Duties/Responsibilities:Operational Strategy & Project LeadershipLeads high-impact operational initiatives that improve service level, quality, FCR, member satisfaction, retention, and regulatory complianceTranslates organizational strategy into structured project plans with defined scope, milestones, owners, metrics, and accountability to ensure adoptionDevelop business cases and collaborates with Finance to create ROI analyses for operational enhancementsServes as project lead for cross-functional initiatives impacting the Customer Experience organizationEnsures initiatives are scalable, repeatable, measurable, and sustainableDriving True Ownership & First Call ResolutionLeads enterprise focus on improving first call resolution and reducing repeat contactsAnalyzes repeat call drivers, transfer patterns, grievance trends, and systemic barriersDesigns workflow improvements that promote end-to-end issue resolution rather than task completionPartners with department leaders to eliminate friction points across systems, policies, and handoffsEstablishes accountability mechanisms that reinforce ownership behaviors at all levelsCulture Enablement: Caring ConnectionsDevelop operational standards and service frameworks that embed empathy and caring connections into workflowsPartners with Training and leadership to align coaching tools, quality scorecards/dashboards, and performance expectations with ownership and service excellence behaviorsEnsure operational processes support compassionate, seamless member interactionsReinforces behaviors that reduces member effort and builds trustCross-Functional Collaboration & Matrix LeadershipPartners with SMEs across Claims, Enrollment, Provider Relations, Appeals & Grievances, IT, Compliance, Quality, and Workforce ManagementLeads with strong influence and collaboration to drive alignment, remove barriers, and achieve measurable outcomesFacilitates structured and action focused documented working sessions to address systemic issues impacting member experienceEstablishes clear accountability matrices (RACI models) for operational initiativesEscalate barriers requiring executive alignment while maintaining solution ownershipPerformance Analytics & ReportingDefines and monitors KPIs including:First Call Resolution (FCR)CMS service level standardsQuality and documentation accuracyMember Satisfaction / CAHPS and Stars outcomesRepeat contact rateCall drivers and transfer trendsDevelops executive-level dashboards and performance summariesTranslates analytics into structured improvement plansIdentifies emerging risks and proactively recommends mitigation strategiesProcess Optimization & Technology EnablementParticipates in CRM development, optimization, and system implementation initiativesEvaluates contact center technology enhancements that improve leadership tools, resolution and efficiencyStandardizes workflows to reduce variability and improve consistencyEnsure documentation, training, and adoption plans are in place for new processesAligns operational improvements with scalability and future growth needsRegulatory & Compliance AlignmentEnsure operational initiatives align with CMS Call Center Metrics and Medicare Managed Care regulationsPartners with Compliance and Quality to support audit readiness and monitoring controlsReviews grievance and complaint trends to identify systemic gapsDesigns process controls that reinforce documentation accuracy and HIPAA compliance and regulatory requirementsDirect People LeadershipWhen assigned direct reports, responsibilities include:Directly managing Supervisors and/or Customer Experience SpecialistsEstablishing clear and documented performance expectations aligned to FCR, quality, KPI ex. service level, adherence, and member satisfactionConducting regular 1:1 meetings focused on performance outcomes and professional development with clearly defined actionsProviding timely and documented coaching, feedback, recognition, and performance management as necessary.Overseeing hiring selection, onboarding, engagement, and succession planning.Reinforcing a culture of caring connections and true ownership across all levels of the teamEnsuring consistent application of policies, regulatory standards, and accountability practicesLeadership ModelPrimary: Operational and matrix leadership driving cross-functional executionSecondary: Direct people leadership of Supervisors and/or frontline staffAccountable for initiative outcomes, performance improvement, scalability, and sustainable implementation regardless of reporting structureSupervisory Responsibilities:May include Direct people leadership of Supervisors and/or frontline staffJob Requirements:Experience:Required:Minimum five (5) years of Call Center or Member Services experienceMinimum three (3) years leading operational initiatives or managing teams in a compliance-driven industryDemonstrated success improving KPIs such as FCR, service level, quality, or member satisfactionExperience in Medicare Advantage or Managed Care environmentPreferred:Experience leading matrixed teams without direct authorityExperience managing Supervisors and layered leadership structuresExperience in grievance and appeals operationsExperience with CRM implementation or contact center system enhancementsExperience in remote or hybrid contact center environmentsEducation:• Required: High School Diploma or GED.• Preferred: Bachelor’s degree in Healthcare Administration, Business, Operations Management, or related fieldSpecialized Skills & CompetenciesStrong knowledge of Medicare Advantage and CMS Call Center MetricsAdvanced analytical and performance interpretation skillsStrong project management and change management capabilitiesDemonstrated ability to lead through influence and, when required, through direct authorityExpertise in root cause analysis and process improvementStrong stakeholder management and executive communication skillsProficiency in CRM systems, workforce management tools, reporting platforms, and Microsoft Office SuiteBilingual (English/Spanish) preferredLanguage SkillsAbility to analyze regulatory documents, prepare executive-ready reports, and communicate complex operational insights clearly and effectively to diverse audiencesMathematical & Analytical SkillsAbility to calculate and interpret call center metrics, trends, forecasts, and performance improvement impactsReasoning SkillsAbility to manage complex operational challenges involving multiple stakeholders and systems, identify root causes, and implement scalable solutions within a regulated environmentWork EnvironmentMay be remote or hybrid. Requires:Reliable internet connectivityAbility to manage multiple concurrent projectsStrict adherence to HIPAA and confidentiality standardsReasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Essential Physical Functions:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.Pay Range: $70,823.00 - $106,234.00Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [e-mail].