Remote Customer Experience Program Manager

Alignment Health•California Corporate Office, CA

1d•$113,332 - $169,999

About The Position

The Customer Experience Program Manager serves as a strategic partner to Customer Experience leadership, driving execution of operational priorities, strategic initiatives, and departmental objectives. The role leads cross-functional efforts to improve operational performance, member experience, employee engagement, quality, compliance, and organizational effectiveness. Through project management, performance analytics, process optimization, and stakeholder collaboration, the manager ensures Customer Experience initiatives are identified, implemented, measured, and sustained. The role also supports departmental goals and business outcomes, helping build Caring Connections and best-in-class member experiences.

Requirements

At least 5 years of experience in Customer Experience, Member Services, Contact Center Operations, Project Management, Operational Excellence, or Continuous Improvement.
Demonstrated success leading strategic initiatives and performance improvement efforts.
Experience managing complex projects and influencing outcomes across multiple stakeholders.
Strong analytical, problem-solving, and communication skills.
Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Industrial Engineering, Project Management, Organizational Leadership, or a related field.
Strong project and program management capabilities.
Advanced analytical and problem-solving skills, including the ability to interpret complex operational data.
Experience developing KPIs, scorecards, dashboards, and business reporting.
Proficiency in Microsoft Excel, PowerPoint, Word, and reporting or visualization tools such as Power BI, Tableau, or similar.
Strong facilitation, presentation, and executive communication skills.
Ability to manage multiple priorities in a fast-paced, highly matrixed environment.
Knowledge of process improvement methodologies and operational performance management.
Strong organizational, planning, and change management skills.
Reliable internet connectivity.
Ability to manage multiple concurrent projects.
Strict adherence to HIPAA and confidentiality standards.

Nice To Haves

Medicare Advantage, Managed Care, or Healthcare Operations experience.
Experience supporting OKR execution and operational performance management.
Project Management (PMP), Lean, Six Sigma, or related certifications.
Master's degree (MBA, MHA, MPH, or related discipline).
Formal training in Project Management, Continuous Improvement, Lean Operations, Change Management, or Business Analytics.

Responsibilities

Lead execution of Customer Experience strategic priorities, OKRs, and operational initiatives.
Manage project planning, implementation, governance, risk mitigation, and performance tracking.
Coordinate cross-functional teams to deliver initiatives on time and achieve measurable outcomes.
Provide leadership visibility through project updates, dashboards, and executive reporting.
Identify opportunities to improve processes, workflows, systems, and operational performance.
Use data, root cause analysis, and stakeholder feedback to develop sustainable solutions.
Standardize best practices, documentation, and operational procedures to improve consistency and scalability.
Promote accountability, operational discipline, and continuous improvement.
Monitor and analyze Customer Experience metrics, including service levels, member satisfaction, quality, retention, first call resolution, and operational efficiency.
Develop dashboards and performance reporting to support decision-making and prioritization.
Translate insights into actionable recommendations and improvement plans.
Measure initiative outcomes and business impact.
Partner with Operations, Training, Quality, Workforce Management, Compliance, Clinical, IT, and other business areas to resolve operational challenges and improve the member experience.
Facilitate stakeholder alignment, drive adoption of change initiatives, and remove barriers to execution.
Support organizational readiness and implementation of new processes, technologies, and operational strategies.