manager customer experience support

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 Leadership
Leads high-impact operational initiatives that improve service level, quality, FCR, member satisfaction, retention, and regulatory compliance
Translates organizational strategy into structured project plans with defined scope, milestones, owners, metrics, and accountability to ensure adoption
Develop business cases and collaborates with Finance to create ROI analyses for operational enhancements
Serves as project lead for cross-functional initiatives impacting the Customer Experience organization
Ensures initiatives are scalable, repeatable, measurable, and sustainable
Driving True Ownership & First Call Resolution
Leads enterprise focus on improving first call resolution and reducing repeat contacts
Analyzes repeat call drivers, transfer patterns, grievance trends, and systemic barriers
Designs workflow improvements that promote end-to-end issue resolution rather than task completion
Partners with department leaders to eliminate friction points across systems, policies, and handoffs
Establishes accountability mechanisms that reinforce ownership behaviors at all levels
Culture Enablement: Caring Connections
Develop operational standards and service frameworks that embed empathy and caring connections into workflows
Partners with Training and leadership to align coaching tools, quality scorecards/dashboards, and performance expectations with ownership and service excellence behaviors
Ensure operational processes support compassionate, seamless member interactions
Reinforces behaviors that reduces member effort and builds trust
Cross-Functional Collaboration & Matrix Leadership
Partners with SMEs across Claims, Enrollment, Provider Relations, Appeals & Grievances, IT, Compliance, Quality, and Workforce Management
Leads with strong influence and collaboration to drive alignment, remove barriers, and achieve measurable outcomes
Facilitates structured and action focused documented working sessions to address systemic issues impacting member experience
Establishes clear accountability matrices (RACI models) for operational initiatives
Escalate barriers requiring executive alignment while maintaining solution ownership
Performance Analytics & Reporting
Defines and monitors KPIs including:
First Call Resolution (FCR)
CMS service level standards
Quality and documentation accuracy
Member Satisfaction / CAHPS and Stars outcomes
Repeat contact rate
Call drivers and transfer trends
Develops executive-level dashboards and performance summaries
Translates analytics into structured improvement plans
Identifies emerging risks and proactively recommends mitigation strategies
Process Optimization & Technology Enablement
Participates in CRM development, optimization, and system implementation initiatives
Evaluates contact center technology enhancements that improve leadership tools, resolution and efficiency
Standardizes workflows to reduce variability and improve consistency
Ensure documentation, training, and adoption plans are in place for new processes
Aligns operational improvements with scalability and future growth needs
Regulatory & Compliance Alignment
Ensure operational initiatives align with CMS Call Center Metrics and Medicare Managed Care regulations
Partners with Compliance and Quality to support audit readiness and monitoring controls
Reviews grievance and complaint trends to identify systemic gaps
Designs process controls that reinforce documentation accuracy and HIPAA compliance and regulatory requirements
Direct People Leadership
When assigned direct reports, responsibilities include:
Directly managing Supervisors and/or Customer Experience Specialists
Establishing clear and documented performance expectations aligned to FCR, quality, KPI ex. service level, adherence, and member satisfaction
Conducting regular 1:1 meetings focused on performance outcomes and professional development with clearly defined actions
Providing 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 team
Ensuring consistent application of policies, regulatory standards, and accountability practices
Leadership Model
Primary: Operational and matrix leadership driving cross-functional execution
Secondary: Direct people leadership of Supervisors and/or frontline staff
Accountable for initiative outcomes, performance improvement, scalability, and sustainable implementation regardless of reporting structure
Supervisory Responsibilities:
May include Direct people leadership of Supervisors and/or frontline staff
Job Requirements:
Experience:
Required:
Minimum five (5) years of Call Center or Member Services experience
Minimum three (3) years leading operational initiatives or managing teams in a compliance-driven industry
Demonstrated success improving KPIs such as FCR, service level, quality, or member satisfaction
Experience in Medicare Advantage or Managed Care environment
Preferred:
Experience leading matrixed teams without direct authority
Experience managing Supervisors and layered leadership structures
Experience in grievance and appeals operations
Experience with CRM implementation or contact center system enhancements
Experience in remote or hybrid contact center environments
Education:
• Required: High School Diploma or GED.
• Preferred: Bachelor’s degree in Healthcare Administration, Business, Operations Management, or related field
Specialized Skills & Competencies
Strong knowledge of Medicare Advantage and CMS Call Center Metrics
Advanced analytical and performance interpretation skills
Strong project management and change management capabilities
Demonstrated ability to lead through influence and, when required, through direct authority
Expertise in root cause analysis and process improvement
Strong stakeholder management and executive communication skills
Proficiency in CRM systems, workforce management tools, reporting platforms, and Microsoft Office Suite
Bilingual (English/Spanish) preferred
Language Skills
Ability to analyze regulatory documents, prepare executive-ready reports, and communicate complex operational insights clearly and effectively to diverse audiences
Mathematic