Manager, Member Service Guide

Devoted Health

68d • $75,000 - $90,000

About The Position

At Devoted Health, our Member Service Guides make a difference every day in the complex world of healthcare. Whether helping members understand their benefits, coordinating outreach, resolving issues, or supporting medication needs, our Guides are at the heart of our service. As a Manager, Member Service Guide, you’ll lead and develop a team of Supervisors and Guides to deliver exceptional member experiences that reflect Devoted’s mission: to treat every member like family. You’ll balance people leadership with operational excellence, ensuring your team meets goals, maintains quality, and continuously improves how we serve. You’ll also plan, organize, and coordinate work across your team and cross-functional partners, turning strategy into action through strong project and people management.

Requirements

• 3+ years of experience leading front-line teams in a customer-focused or healthcare setting.
• Demonstrated ability to coach and develop both leaders and front-line staff.
• Proven success driving results through data, metrics, and continuous improvement.
• Strong communication and interpersonal skills, with the ability to motivate, influence, and build strong relationships across teams.
• A proactive, solutions-oriented mindset with the ability to manage multiple priorities.

Nice To Haves

• Experience in Medicare Advantage or healthcare operations.
• Familiarity with contact center metrics and workforce management tools.
• Strong analytical skills and the ability to turn data into actionable insights.
• Comfortable working in cross-functional, matrixed environments.

Responsibilities

• Lead and develop a team of Supervisors and Guides by providing coaching, feedback, and mentorship that supports performance, growth, and engagement.
• Build a culture grounded in trust, care, and accountability, where every team member feels valued and empowered to deliver exceptional service.
• Establish clear standards of excellence by designing frameworks, playbooks, and tools that enable consistent performance and scalable development.
• Set clear goals and expectations, using 1:1s, side-by-sides, and data-driven feedback to guide improvement and recognize success.
• Identify and share best practices that promote consistency, elevate the member experience, and reinforce Devoted’s mission and values.
• Oversee day-to-day operations, ensuring schedules, workflows, and service goals are met through proactive planning and coordination.
• Leverage data, metrics, and trends to anticipate challenges, evaluate performance, and drive ongoing improvement.
• Plan and execute initiatives and projects that improve efficiency, quality, and member outcomes—from pilot design to scaled implementation.
• Collaborate with peers and cross-functional stakeholders (Training, Quality, Technology, Workforce Management, Clinical, and Analytics) to strengthen outcomes and enhance the end-to-end member journey.
• Refine processes, tools, and documentation to support operational effectiveness, compliance, and scalability.

Benefits

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
• Parental leave program
• 401K program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees