Manager customer experience

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,…