Customer Experience Manager

Job Posting

Title:

Customer Experience Manager Agency 807 HEALTH CARE AUTHORITY Supervisory Organization EGID

Job Posting End Date Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note:

Applications will be accepted until 11:59 PM on the day prior to the posting end date above. Estimated Appointment End Date (Continuous if Blank) Full/Part-Time Full time Job Type Regular Compensation $72,000/annually

At the Oklahoma Health Care Authority (OHCA), your work matters. Every day, our team helps ensure Oklahomans have access to better health and better care. Guided by our core values, Passion for Purpose, Trust & Transparency, Empowerment & Accountability, Best-in-Class, Outcome-Driven, and Servant Leadership, we foster a workplace where people feel supported, respected, and empowered to make an impact. Learn more about OHCA.

• Generous state‑paid benefit allowance to offset insurance premiums.
• A wide selection of insurance plans with no pre‑existing condition exclusions.
• Flexible Spending Accounts for health care and dependent care.
• Retirement Savings Plan with employer contributions.
• 11 paid holidays annually.
• 15 days of vacation and 15 days of sick leave in the first year.
• Longevity Bonus recognizing years of public service.
• Public Service Loan Forgiveness eligibility and tuition reimbursement.
• Wellness benefits, including an on‑site gym and fitness center discounts.

Location:

4345 N Lincoln Blvd, Oklahoma City, OK 73105

Salary: $72,000/annually

Work Schedule:

Monday - Friday Primary

Hours:

8:00 a.m.

- 5:00 p.m.

Agency/Division Information:
The Oklahoma Health Care Authority (OHCA) works to ensure Oklahomans have access to better health and better care. The agency’s core values include passion for purpose, trust and transparency, empowerment and accountability, best in class and outcome‑driven, and servant leadership. As part of the interview process, candidates may be required to attend an in‑person interview at our Oklahoma City office.

The Customer Experience Manager is responsible for overseeing various operations within the organization, ensuring efficiency and effectiveness in areas such as customer experience, compliance, mail and copy center, time management, and training and auditing. This role requires strong leadership, communication, and organizational skills to drive performance and achieve organizational goals.

• Ensure call performance standards are monitored and met, including telephone call quality, response time, and call abandonment rate.
• Ensure compliance with HIPAA regulations and internal policies, including annual training and reviews.
• Oversee internal mail operations, inventory management, and coordination with printing services.
• Assure adequate phone coverage for the call center, monitor employee attendance, and manage time accrual reports.
• Develop training opportunities based on call quality measurements and conduct focus audits to ensure continuous improvement.
• Other duties as assigned.

This position has supervisory responsibilities.

This position requires in-depth knowledge of call center operations, performance metrics, HIPAA and regulatory compliance, inventory and internal mail operations, employee scheduling, training, and auditing practices. The role must be able to analyze high volumes of complex or competing information, evaluate call performance data, identify opportunities for improvement, and ensure operational and regulatory requirements are consistently met. Strong leadership, communication, collaboration, and conflict resolution skills are essential for effectively directing work, building teams, developing employees, and working with diverse stakeholders.

The position also requires strong time management, sound decision‑making, accountability, self‑awareness, and the ability to take on new challenges with urgency and a results‑oriented approach. Key competencies include Manages Complexity, Drives Results, Decision Quality, Builds Effective Teams,…