Service Oversight & Insights Manager

Devoted Health

2d • $76,000 - $110,000

About The Position

A Bit About This Role: As the Manager, Service Oversight & Insights, you will provide enterprise oversight of member service experiences across complaints, grievances, and call center interactions, with a strong emphasis on governance, risk identification, and consistency of execution. This role focuses on identifying trends, risks, and opportunities that inform how member issues are identified, resolved, escalated, and prevented across the organization, helping reduce downstream experience, compliance, and audit risk. Blending operational oversight with an insights-driven, program-oriented approach, you will connect people, processes, and data to drive continuous improvement, experience reliability, and audit readiness. You will partner closely with Call Center Operations, Complaint and Grievance teams, Compliance, Quality, Data, Technology, and other stakeholders to translate insights into prioritized initiatives and drive improvements from concept through implementation, while balancing member experience, regulatory expectations, and operational risk.

Requirements

• 5+ years of experience in Medicare Advantage operations, service experience oversight, call center operations, complaints/grievances, or related roles
• Working knowledge of CMS complaint and grievance requirements
• Experience supporting audit readiness, quality programs, or compliance-related initiatives
• Experience working cross-functionally in dynamic or ambiguous environments
• Strong organizational, analytical, and problem-solving skills

Nice To Haves

• Experience supporting cross-functional programs or initiatives
• Comfort working with data, dashboards, and analytics tools
• Exposure to internal or external audits, quality assurance programs, or corrective action planning

Responsibilities

• Service Experience Oversight (Complaints & Call Center): Provide ongoing oversight of member complaints and grievance activity, ensuring alignment with call center workflows, regulatory requirements, internal standards, and audit expectations.
• Review call center interactions and complaint data to ensure member issues are accurately identified, documented, categorized, and routed, reducing experience gaps and misclassification risk.
• Act as a point of coordination between Call Center Operations and Complaint/Grievance teams to support seamless handoffs, risk awareness, and a consistent, member-centered experience.
• Trend Identification & Risk Insights: Analyze complaint and call center data holistically to identify trends, emerging risks, and systemic experience issues.
• Conduct root cause analysis to distinguish individual case issues from enterprise-level opportunities or risks.
• Surface early warning signals from call drivers, repeat contacts, complaint narratives, and escalation behavior to inform proactive action, experience improvement, and audit risk mitigation.
• Program & Initiative Leadership: Support cross-functional initiatives tied to service experience improvement, complaint reduction, call center performance, audit readiness, or risk mitigation.
• Help define initiative scope, objectives, timelines, success metrics, and dependencies with a focus on member impact and risk reduction.
• Coordinate work across teams, track progress, address barriers, and communicate status and outcomes to stakeholders while maintaining flexibility as priorities evolve.
• Audit Readiness, Reporting & QA Support: Support program-level audit readiness for complaints, grievances, and call center processes, with attention to documentation accuracy, experience consistency, and control effectiveness.
• Partner with Compliance and Quality teams to support internal and external audits, including documentation, reporting, and response coordination.
• Review quality assurance findings and audit observations to help drive corrective actions, risk mitigation, and sustainable process improvements.
• Cross-Functional Partnership & Enablement: Work collaboratively across Operations, Compliance, Quality, Data, Technology, Product, and Provider teams to address experience gaps and risk areas.
• Facilitate working sessions to align stakeholders on problem definition, solution design, ownership, and next steps.
• Ensure follow-through on agreed-upon actions and document decisions, outcomes, and lessons learned.
• Analytics, Tools & Continuous Improvement: Partner with Data and Technology teams to leverage analytics and language models to analyze call transcripts, complaint narratives, and member feedback for experience and risk insights.
• Support the development of dashboards, reporting, and tools that improve visibility into service experience performance, quality outcomes, and audit risks.
• Identify opportunities for process improvements, automation, or workflow enhancements while balancing speed, governance, and experience consistency.
• Reporting & Leadership Support: Prepare clear, concise updates and readouts for leadership on service experience trends, risks, quality findings, and initiative progress.
• Translate complex operational, analytical, and audit insights into decision-ready summaries.
• Escalate emerging risks appropriately and provide thoughtful recommendations and options.

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
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees