Senior Program Manager, Member Experience

Description

The Senior Program Manager of Member Experience partners closely with the Director of Medicare Product Development & Bids to shape and lead the member experience strategy across all Medicare Advantage products. This role focuses on making sure members feel supported at every step of their journey, helping improve satisfaction, engagement, and long-term loyalty, while also strengthening CMS Star Ratings performance.

Working across teams, the Senior Program Manager identifies and addresses the root causes of member concerns to ensure issues are resolved quickly and effectively. They also lead proactive improvements, using AI/ML tools and industry best practices to create a smoother, more positive experience for every member.

Salary Range: $105,700-$234,700/annually

We are seeking a strategic, member-focused professional with:

Required:

• A Bachelor’s degree in Healthcare Administration, Business Administration or related field and/or equivalent experience
• 8 or more years of progressively responsible experience in Medicare Advantage member experience, quality improvement, or health plan operations, including direct work with CAHPS, Star Ratings, grievances/appeals, or member engagement/retention initiatives
• Ability to lead initiatives across multiple business units and influence without authority
• Experience in managing large-scale, multi-stakeholder projects to successful completion
• Proficient in analyzing complex data sets and convert insights into actionable strategies that improve satisfaction and retention
• Strong project management ability to lead multi-stakeholder initiatives and deliver results within established timelines
• Excellent communication and facilitation skills, able to present complex concepts clearly to executives and cross-functional teams
• Ability to design, implement, and evaluate member engagement, onboarding, and retention programs
• Strong problem-solving abilities to identify root causes of member pain points and develop sustainable solutions
• Ability to influence without formal authority and drive alignment across diverse business units
• Skill in developing and maintaining member-facing forums such as Member Advisory Councils to capture insights and guide improvements
• Ability to apply industry best practices and innovation mindset to enhance digital and non-digital member experience touchpoints
• Strong organizational skills to manage competing priorities and adapt to evolving regulatory and operational needs
• Commitment to a member-centered approach, ensuring decisions reflect empathy, accessibility, and service excellence

Preferred:

• A Master’s degree in Healthcare Administration, Public Administration, or Business Administration
• Experience using data or digital tools to improve member engagement and predict churn or dissatisfaction
• Skill in leveraging AI, predictive analytics, and digital tools to identify at-risk members and guide targeted interventions