Senior Vice President of Customer Experience

Job Summary

Leading the Customer Care, Grievance and Appeals, and Digital Strategy functions, the full-time Senior Vice President of Customer Experience will develop departmental strategies to enhance service delivery and operational effectiveness in a remote environment.

Key responsibilities:

• Manage and oversee the Customer Care and Digital Strategy functions to ensure compliance and operational effectiveness
• Develop strategies that align technology with business needs to enhance digital experiences for members and providers
• Conduct performance evaluations and cost/benefit analyses to drive departmental efficiencies and meet corporate service level agreements

Required qualifications:

• Bachelor's degree in business, healthcare, management, or a related field; MBA or MPA preferred
• Minimum of ten years of experience in a call center environment, with at least five years in a leadership role
• Experience in managed care organizations (MCO) is preferred
• Proficiency in Microsoft Office tools and strong analytical skills
• Ability to influence organizational culture and drive digital transformation initiatives