Director of Customer Experience - Medicare Advantage

Clover Health•Houston, TX

12h•Onsite

About The Position

At Clover Health, we are reinventing health insurance by combining the power of data with human empathy. We provide high-quality, affordable Medicare Advantage plans for America's seniors — prioritizing preventive care and leveraging technology to help physicians make more informed decisions. We always put our members first, and our success is measured by the quality of life of the people we serve. We are building an Experience Center — not a call center. This is a meaningful distinction. We believe that if we create the most loyal members in Medicare Advantage, the financial outcomes will follow. The Director of Customer Experience will be the architect of that loyalty. This is a greenfield build with full operational ownership: standing up Clover's internal Experience Center in Houston, retiring existing outsourced relationships, and delivering a gold-standard Medicare Advantage member experience that scales. The role is fully onsite in North/NW Houston. Our North Star: create members so delighted with Clover that they become our best marketers, reducing acquisition costs and driving retention through the quality of the experience alone.

Requirements

A builder's instinct — you've stood up teams, systems, and cultures from scratch. You know the difference between running a machine someone else built and building the machine yourself.
Operational depth — you own P&L, manage headcount, build SOPs, and hold people accountable to them.
Curiosity and a bias toward innovation — you don't plug in traditional methods because that's how it's always been done. You ask why, then build something better.
A service-first mindset, not an efficiency-first mindset — you measure success by member loyalty and experience quality, and trust that operational efficiency follows great service.
Scrappiness and energy — you are hungry to build a brand and want Clover to be the best thing that's ever happened to a Medicare member.
Candidates who approach this role as a traditional call center optimization exercise will not be a fit.
You believe call centers run a certain way because that's how call centers have always run.
Your primary lens is efficiency metrics at the expense of experience quality.
You lead through command and control. Clover operates collaboratively — this role requires the ability to build trust, rapport, and genuine relationships with agents, leads, and senior stakeholders.
You cannot demonstrate direct, hands-on operational ownership. Advisory or consulting backgrounds without recent P&L accountability will not meet the bar for this role.

Nice To Haves

Call center experience is helpful, not required.

Responsibilities

Design and stand up Clover's internal member Experience Center in Houston, including hiring, onboarding, and developing agents and leads.
Create a high-performing, mission-aligned team from diverse backgrounds, unified around delivering a gold standard in member experience.
Develop SOPs, quality frameworks, agent onboarding programs, and performance infrastructure from the ground up.
Establish and own all KPI baselines: NPS, CSAT, FCR, AHT, and voice-of-customer feedback loops.
Define and execute a winning CX strategy focused on Medicare Advantage members and providers.
Stand up and manage a concierge service tier for VIP and at-risk members.
Build a Voice of the Customer feedback loop that drives real-time action and preventive intervention across the business.
Champion a member-first culture at Clover and across our partners.
Identify, evaluate, and implement AI-driven solutions: sentiment analysis, agent co-pilot tools, IVR optimization, call quality monitoring, and self-service automation.
Leverage AI for training design, simulation-based learning, and knowledge management.
Develop 'Next Best Action' scenarios to proactively enrich the member experience.
Partner with IT to define a 'no wrong door,' channel-agnostic member journey.
Own and rationalize existing third-party call center relationships, both stateside and offshore, with a path toward full insourcing.
Partner with Clover's Compliance team to ensure regulatory compliance in all member communications, CTM response, and monthly delegatory reporting.
Work cross-functionally with Sales, Marketing, Provider Engagement, Clinical Operations, Claims, and Enrollment to cascade clear direction to your team.
Own P&L accountability for the Experience Center.