Customer Experience Support Manager

Job Summary

Leading strategic operational initiatives, the full-time remote Customer Experience Support Manager will enhance call center performance, drive first call resolution, and ensure member satisfaction while managing teams and collaborating cross-functionally.

Key responsibilities

• Oversee high-impact operational initiatives to improve service levels, quality, and member satisfaction
• Analyze call patterns and design workflow improvements to enhance first call resolution and reduce repeat contacts
• Develop operational standards that embed empathy and caring connections into customer interactions

Required qualifications

• Minimum five years of experience in Call Center or Member Services
• At least three years of experience leading operational initiatives in a compliance-driven industry
• Demonstrated success in improving KPIs such as first call resolution and member satisfaction
• Experience in a Medicare Advantage or Managed Care environment
• High School Diploma or GED; Bachelor's degree preferred in a related field