Product Operations Manager, Member Experience

Clover Health•Houston, TX

9d•$134,600 - $175,000•Hybrid

About The Position

The Member Experience organization at Clover Health is the primary point of contact for its Medicare Advantage members. This team aims to move beyond the traditional call center model by providing members with a dedicated advocate who understands their needs, monitors their care, and resolves issues effectively. The organization is scaling this relationship-based model through significant investment in technology, including advanced AI capabilities, to enhance the member experience and make every interaction personal, competent, and resolved. The Product Operations Manager will bridge the gap between the Houston service floor and the technology development teams, working at the intersection of service operations, product delivery, and change management. This role requires close proximity to the service advocates, team leads, and supervisors to ensure the technology effectively supports their daily work and, consequently, the member experience. The core responsibility is to ensure that the enabling technologies are functional, understood, trusted, and that issues are resolved promptly, directly impacting the quality of care members receive.

Requirements

Bachelor's degree required.
3–6 years of relevant experience in product operations, program management, product management, or operations in a technology-enabled environment.
Experience supporting internal tools, operational software, or workflow products (e.g., contact center, clinical, logistics, claims, support, or field operations).
Comfortable saying no and managing stakeholder expectations effectively.
Strong change management skills, understanding the importance of communication, training, and follow-through for adoption.
Instinct for field research, preferring hands-on observation over theoretical study.
Systems thinking ability to understand the interaction of data, technology, and human workflows in a live operation.
Collaborative communication skills, able to hold a clear point of view in a fast-moving environment.
Must be based in the Houston metro area.
This is not an entry-level role.
Not a role for someone who has only worked from a fully specified backlog.

Nice To Haves

Medicare Advantage or health plan operations experience.
Experience with contact center technology (CRM, case management, telephony, routing, workforce management).
Experience with conversational or voice AI products.
SQL or comparable comfort pulling own data.

Responsibilities

Continuously evaluate the Houston Floor Team’s enabling technologies to identify and assess issues.
Translate identified issues to engineering with necessary context for resolution.
Ensure that technology fixes are successfully implemented and adopted by the floor team.
Embed with the Houston service team to build relationships and gather honest feedback.
Own the problem statement, its severity, and timing, grounding decisions in observed impact on advocates and members.
Make and defend triage calls, prioritizing needs and explaining decisions to stakeholders.
Manage change for the floor, coordinating training, communication, and enablement for new releases.
Build the floor's capacity for rapid iteration through feedback loops, pilot cohorts, and advocate champions.
Close the feedback loop by informing stakeholders about the status of their raised issues.
Shape the integration of AI in the member experience, defining appropriate use cases and human-AI collaboration boundaries.
Develop and track KPIs to measure feature adoption, task completion, handle time, first-contact resolution, advocate confidence, and member outcomes.
Convert frontline feedback into a prioritized product roadmap.
Collaborate with engineering, product, service operations, workforce management, quality, compliance, and clinical teams.
Translate operational realities into requirements and technical constraints into actionable information for team leads.