Manager, Member Service Guide

Devoted Health•Waltham, MA

1d•$58,000 - $95,000

About The Position

You’ll be part of Devoted Health’s Member Service organization, leading a team of Supervisors and Member Service Guides who support members through the complexities of healthcare with empathy, accuracy, and care. This team sits at the center of the member experience, partnering closely with cross-functional groups to deliver high-quality, scalable service. In this role, you’ll balance people leadership with operational and strategic execution—owning team performance, driving continuous improvement, and helping translate evolving business priorities, including AI-enabled workflows, into meaningful day-to-day impact. You will play a critical role in leading through rapid growth and change, ensuring your team remains effective, engaged, and adaptable.

Requirements

3+ years of experience leading front-line teams in a customer-focused or healthcare environment.
Demonstrated success coaching and developing both people leaders and individual contributors toward measurable performance outcomes.
Proven ability to manage operations and drive results using data, metrics, and continuous improvement methodologies.
Strong project management and organizational skills, with experience leading initiatives from concept through execution.
Ability to operate effectively in ambiguous, fast-changing environments, with a track record of leading teams through change.
Strong communication and interpersonal skills, with the ability to influence, align, and build relationships across teams and levels.
Curiosity and enthusiasm for AI and emerging technologies, with the ability to learn quickly and apply tools to improve team effectiveness and member experience.

Nice To Haves

Experience in Medicare Advantage or healthcare operations, particularly in a contact center environment.
Exposure to AI tools, automation, or digital transformation efforts within operations or service environments.

Responsibilities

Build, coach, and develop a team of Supervisors and Guides, ensuring strong performance, engagement, and growth across teams.
Leverage data, trends, and insights to identify opportunities, diagnose root causes, and drive meaningful improvements across people, process, and product.
Own performance across multiple teams, ensuring service levels, quality standards, and operational goals are consistently met.
Lead key projects and operational initiatives from ideation through execution, ensuring they drive measurable impact.
Partner cross-functionally (Training, Quality, Technology, Workforce Management, Clinical, Product) to strengthen operations and enhance the end-to-end member journey.
Champion the use of AI and automation by identifying opportunities, piloting solutions, and enabling teams to use tools effectively.
Turn complex or evolving strategies—including AI and operational changes—into clear guidance that teams can execute effectively.
Operate effectively in a fast-changing environment, making informed decisions with incomplete information while guiding teams through change.
Establish and refine processes and tools that improve consistency, quality, and scalability across teams.