Manager, Member Service Guide

Devoted Health Services, Inc; Waltham (MA); On-site; USD 58,000 - 95,000; Full time

Benefits offered by this job

Health, dental, vision plan

Paid time off

$100 monthly stipend for mobile/intern

Stock options for all employees

Bonus eligibility

Job summary

Devoted Health in Waltham, MA is seeking a people-focused leader to guide a team of Supervisors and Member Service Guides, delivering empathetic, accurate support to members and partnering with cross-functional teams.

You will own team performance, drive improvements with data and AI-enabled workflows, and lead multiple initiatives during our rapid growth, keeping the member experience central and the team engaged.

Qualifications

• 3+ years of experience leading front-line teams in customer-focused or healthcare environments.
• Proven ability to coach and develop both leaders and individual contributors toward performance goals.
• Experience managing operations and driving results using data and continuous improvement methods.
• Strong project management and organizational skills from concept to execution.
• Ability to navigate ambiguous, fast-changing environments and guide teams through change.
• Excellent communication and relationship-building across teams and levels.
• Curiosity and enthusiasm for AI and emerging technologies to improve team effectiveness.

Responsibilities

• Build, coach, and develop a team of Supervisors and Guides with a focus on performance and engagement.
• Leverage data and insights to diagnose root causes and drive improvements across people, processes, and product.
• Own performance across multiple teams, ensuring service levels and quality standards are met.
• Lead projects from ideation to execution with measurable impact.
• Partner with Training, Quality, Technology, Workforce Management, Clinical, and Product teams to enhance the member journey.

Skills

Team leadership

Coaching

Operations management

Project management

Data-driven

Change management

Communication

AI curiosity

Job description

Job Description A bit about this role: You’ll be part of Devoted Health’s Member Service organization, leading a team of Supervisors and Member Service Guides who support members through the complexities of healthcare with empathy, accuracy, and care. This team sits at the center of the member experience, partnering closely with cross-functional groups to deliver high-quality, scalable service. In this role, you’ll balance people leadership with operational and strategic execution—owning team performance, driving continuous improvement, and helping translate evolving business priorities, including AI-enabled workflows, into meaningful day-to-day impact. You will play a critical role in leading through rapid growth and change, ensuring your team remains effective, engaged, and adaptable.

Responsibilities and Impact

• Build, coach, and develop a team of Supervisors and Guides, ensuring strong performance, engagement, and growth across teams.
• Leverage data, trends, and insights to identify opportunities, diagnose root causes, and drive meaningful improvements across people, process, and product.
• Own performance across multiple teams, ensuring service levels, quality standards, and operational goals are consistently met.
• Lead key projects and operational initiatives from ideation through execution, ensuring they drive measurable impact.
• Partner cross-functionally (Training, Quality, Technology, Workforce Management, Clinical, Product) to strengthen operations and enhance the end-to-end member journey.
• Champion the use of AI and automation by identifying opportunities, piloting solutions, and enabling teams to use tools effectively.
• Turn complex or evolving strategies—including AI and operational changes—into clear guidance that teams can execute effectively.
• Operate effectively in a fast-changing environment, making informed decisions with incomplete information while guiding teams through change.
• Establish and refine processes and tools that improve consistency, quality, and scalability across teams.

Required skills and experience

• 3+ years of experience leading front-line teams in a customer-focused or healthcare environment.
• Demonstrated success coaching and developing both people leaders and individual contributors toward measurable performance outcomes.
• Proven ability to manage operations and drive results using data, metrics, and continuous improvement methodologies.
• Strong project management and organizational skills, with experience leading initiatives from concept through execution.
• Ability to operate effectively in ambiguous, fast-changing environments, with a track record of leading teams through change.
• Strong communication and interpersonal skills, with the ability to influence, align, and build relationships across teams and levels.
• Curiosity and enthusiasm for AI and emerging technologies, with the ability to learn quickly and apply tools to improve team effectiveness and member experience.

Desired skills and experience

• Experience in Medicare Advantage or healthcare operations, particularly in a contact center environment.
• Exposure to AI tools, automation, or digital transformation efforts within operations or service environments.

Salary Range

$58,000 - $95,000 The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
• Parental leave program
• 401K program
• And more.... *Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business. As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.