Manager, Member Service Guide

Devoted Health • Waltham, MA

3d • $58,000 - $95,000

About The Position

Devoted Health is hiring a Manager, Member Service Guide to lead Supervisors and Member Service Guides in its Member Service organization. The team helps members navigate healthcare with empathy, accuracy, and care, while partnering with cross-functional groups to deliver high-quality, scalable service. The manager will combine people leadership with operational and strategic execution, owning team performance, continuous improvement, and the translation of evolving business priorities—including AI-enabled workflows—into day-to-day practices. The role will help the organization navigate growth and change while keeping teams effective, engaged, and adaptable.

The position requires building and developing teams, managing performance across multiple teams, and using data and insights to improve people, processes, and products. It also involves leading projects, collaborating across operational and clinical functions, piloting AI and automation opportunities, and refining processes and tools to improve consistency, quality, and scalability.

The salary range is $58,000–$95,000 per year. Actual base salary depends on factors including qualifications, relevant experience, skills, education, certifications or licenses, and location. Devoted Health’s total rewards package for full-time employees includes employer-sponsored health, dental, and vision plans with low or no premiums; generous paid time off; a $100 monthly mobile or internet stipend; stock options; bonus eligibility except for Director and above (and commission eligibility for Sales roles); parental leave; and a 401(k) program. Intern and contract positions are not eligible for the total rewards package.

Requirements

• At least 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, including experience leading initiatives from concept through execution.
• Ability to operate effectively in ambiguous, fast-changing environments and a track record of leading teams through change.
• Strong communication and interpersonal skills, including 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 Member Service Guides, supporting performance, engagement, and growth.
• Use data, trends, and insights to identify opportunities, diagnose root causes, and drive improvements across people, processes, and products.
• Own performance across multiple teams and ensure service levels, quality standards, and operational goals are consistently met.
• Lead projects and operational initiatives from ideation through execution, with a focus on measurable impact.
• Partner with Training, Quality, Technology, Workforce Management, Clinical, and Product teams to strengthen operations and improve the end-to-end member journey.
• Identify opportunities for AI and automation, pilot solutions, and help teams use tools effectively.
• Translate complex or evolving strategies, including AI and operational changes, into clear, actionable guidance for teams.
• Make informed decisions in a fast-changing environment, including when information is incomplete, and guide teams through change.
• Establish and refine processes and tools to improve consistency, quality, and scalability across teams.

Benefits

• Employer-sponsored health, dental, and vision plans with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for roles below Director level; commission eligibility for Sales roles
• Parental leave program
• 401(k) program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed