Director, Customer Experience - Medicare Advantage

Clover Health • Houston, TX

89d • $135,000 - $175,000

About The Position

At Clover Health, we are committed to providing high-quality, affordable, and easy-to-understand healthcare plans for America’s seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant, a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each member’s complete health history, we ensure better care at a lower cost—delivering the highest value to those who need it most. As the Director of Customer Experience, you will lead the execution of Clover’s customer engagement strategy and ensure a seamless, high-quality experience for our Medicare Advantage members. You’ll champion a customer-first culture across Clover and our partners, using automation and AI to surface insights, streamline processes, and amplify the voice of the customer. Through this work, you’ll shape how members connect with Clover, driving meaningful improvements in satisfaction, trust, and overall experience. This is a full-time, onsite position based in North/NW Houston, TX.

Requirements

• 7+ years of call center experience in a 'best in class' environment.
• Demonstrated experience owning the outcomes of a call center, scaling teams, and developing strategy from concept to implementation.
• Experience in IVR, multi-customer environments serving both inbound and outbound calls.
• Strong understanding of AI technologies and their application in customer experience, particularly within a call center environment.
• Advanced proficiency in data analysis and spreadsheet software (e.g., Microsoft Excel, Google Sheets) with experience handling large datasets.

Responsibilities

• Deliver a world class customer experience and build a team of high performing, motivated and quality driven Agents and Leads.
• Define a winning Cx strategy, focusing on Medicare Advantage members and providers.
• Stand up and manage a concierge call center for VIP and at-risk members.
• Identify and implement AI-driven solutions to enhance customer experience, such as leveraging AI for call center agents, customer self-service solutions, call quality monitoring, and sentiment analysis.
• Leverage AI to collect and analyze the voice of the customer resulting in preventative measures and real-time 'Next Best Action' scenarios to enrich the experience.
• Establish an integrated and holistic feedback loop of the Voice of the Customer to the business.
• Be accountable for understanding the direction of the company and its associated service needs.
• Work cross-functionally with peers in Sales, Marketing, Provider Engagement, Clinical Operations, Claims, Enrollment, etc. to coordinate and grow together, and cascade down to your team for a clear direction.
• Oversee and optimize the unification of our third party call center services, both stateside and offshore.
• Spearhead the creation, refinement, and oversight of Standard Operating Procedures and onboarding programs for customer service agents.
• Leverage AI to optimize training design, develop realistic simulation-based learning and role-play experiences, and implement co-pilot tools that empower agents to deliver exceptional service to members, providers, and brokers while maintaining consistency across training materials and knowledge repositories.
• Lead the design, development, and governance of all Standard Operating Procedures and agent onboarding programs.
• Utilize AI to enhance curriculum design, create synthetic training simulations for immersive learning and role-play, and deploy co-pilot (agent-in-the-loop) tools to elevate member, provider, and broker experiences across training content and DLP repositories.
• Work with Clover's Compliance Team to ensure regulatory compliance in our communications, research and respond to CTMs, and update monthly delegatory reporting.
• Work with IT operations to define a 'no wrong door' approach and consistent, channel agnostic member journey.

Benefits

• Competitive base salary and equity opportunities.
• Performance-based bonus program.
• 401k matching.
• Comprehensive medical, dental, and vision coverage.
• No-Meeting Fridays.
• Monthly company holidays.
• Access to mental health resources.
• Generous flexible time-off policy.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees