Bilingual Customer Experience Learning & Enablement Lead

Clover Health•Houston, TX

4h•Onsite

About The Position

The Customer Experience Learning & Enablement Lead is the on-site learning partner for Clover’s Houston Customer Experience Hub. This role sits at the intersection of Talent Development, Customer Experience, and Quality, responsible for building frontline capability, accelerating readiness, and improving call outcomes through targeted training, coaching, and AI enablement. This role is physically embedded within the CX Floor daily to maintain real-time alignment with call drivers, member needs, and supervisor priorities. Operating with a high degree of autonomy, this role serves as the day-to-day learning leader on the floor, translating CX priorities into actionable development, coaching, and performance interventions. You will build experiences that shift behavior in the flow of work, not classroom-only training. This role reports into the Director, Talent Development and works in close partnership with the Director, Customer Experience. The CX Learning & Enablement Lead must be fluent in both English and Spanish. The role requires a flexible work schedule, including availability Monday through Sunday, aligned with call center operational needs.

Requirements

3–5+ years in CX training, call center coaching, or frontline team development.
Strong facilitation skills, comfortable leading groups ranging from new hires to tenured reps
Fluent in Spanish and English (written and spoken)
Experience analyzing call data, QA insights, and performance metrics.
Ability to translate complex CX processes into simple, teachable content.
Strong stakeholder management skills; able to push back, influence, and collaborate with multiple leaders.

Nice To Haves

Healthcare, regulated environment, or high-volume service experience.
Knowledge of AI tools for frontline productivity, QA automation, or coaching.
Experience with LMS platforms and training governance.
Background in behavior change, performance consulting, or learning experience design
Familiarity with prompt engineering for knowledge retrieval or coaching
Exposure to workforce analytics or data-driven performance enablement

Responsibilities

Training & Facilitation
Curriculum Development & Enablement
Quality & Performance Alignment
Cross-Functional Collaboration
Learning Operations, LMS, & Governance
AI-Enabled Coaching & Readiness

Benefits

Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy.
Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.
Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
Paid parental leave for all new parents
And much more!

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