CX Program & Communications Manager

Government Employees Health Association•Summit, NJ

5d•Remote

About The Position

Government Employees Health Association, Inc. (G.E.H.A) is a nonprofit member association that provides health and dental benefits that millions of federal employees and retirees, military retirees and their families have counted on since 1937. Offering one of the largest health and dental benefit provider networks available to federal employees in the United States, G.E.H.A empowers health and wellness by meeting its members where they are, when they need care. G.E.H.A has one mission: To empower federal workers to be healthy and well. The Customer Experience Program & Communications Manager reports to the Director of CX and Retention. The position will manage the effective program design and implementation of our CX initiatives including related communications and digital content. The position will typically oversee 2-4 programs at any given time. The CX Manager will ensure that any new programs align with the CX strategy and new communications, assets or content comply with the communications governance process.

Requirements

Bachelor’s degree in business related field, additional years of direct work experience in CX program oversight may be considered in lieu of formal education.
3-5 years of successful experience managing multiple CX programs from design to launch leading cross-functional program efforts including status reporting.
Experience and expertise in identifying relevant communications and content in support of CX programs.
Ability to work collaboratively with others and effectively influence and generate results through those within and outside of one’s reporting structure.
A bility to multi-task effectively, responding to changing business priorities and deadlines.
Requires guiding individuals from other departments which includes articulating a vision, inspiring and coaching using influence and effective communication skills.
Requires a proven record of meeting commitments and achieving goals through the encouragement, guidance and influencing of others.
Requires a self-starter personality, highly effective verbal, written and interpersonal communication skills.
Requires flexibility and willingness to work with a wide range of personalities on a variety of projects while prioritizing effectively.
Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office. A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required. Latency (ping) response time lower than 80 ms Hotspots, satellite and wireless internet service is NOT allowed for this role.

Nice To Haves

Formal project or process execution training and/or certification (PMP, etc.)

Responsibilities

Design, develop and manage CX program initiatives to launch date.
Lead and collaborate with key internal functional teams or subject matter experts that are key to success of the program and generate results that align with the program objectives.
Work with the CX Analysts to identify, measure, and monitor CX or other success metrics to quantify the impact of new initiatives and ongoing business processes.
Collaborate with the Director of CX to identify necessary content and communications in support of the initiatives.
Oversee the creation of program-specific communications, digital assets, and member awareness campaigns working with copy team and digital execution team.
Develop program plans, milestone and status reporting and escalation process for each CX strategic initiative.
Adapt to changing business priorities, effectively multitasking to meet deadlines and deliver results.

Benefits

Competitive pay/salary ranges
Incentive plan
Health/Vision/Dental benefits effective day one
401(k) retirement plan: company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
Robust employee well-being program
Paid Time Off
Personal Community Enrichment Time
Company-provided Basic Life and AD&D
Company-provided Short-Term & Long-Term Disability
Tuition Assistance Program