Director is responsible for overseeing and leading all customer experience functions within a medicare health setting.
The Director will provide strategic leadership, ensure adherence to county and regulatory requirements, and drive best practices across care management operations.
Provide leadership, direction, and oversight of the case management department, including staffing, performance management, and process improvement initiatives
Build the Experience Center
Design internal member Experience Center in Houston, including hiring, onboarding, and developing agents and leads.
Create a high-performing, mission-aligned team from diverse backgrounds, unified around delivering a gold standard in member experience.
Develop SOPs, quality frameworks, agent onboarding programs, and performance infrastructure from the ground up.
Establish and own all KPI baselines: NPS, CSAT, FCR, AHT, and voice-of-customer feedback loops.
Deliver Member Loyalty
Identify, evaluate, and implement AI-driven solutions: sentiment analysis, agent co-pilot tools, IVR optimization, call quality monitoring, and self-service automation.
Leverage AI for training design, simulation-based learning, and knowledge management.
Develop 'Next Best Action' scenarios to proactively enrich the member experience.
Partner with IT to define a 'no wrong door,' channel-agnostic member journey.
Own and rationalize existing third-party call center relationships, both stateside and offshore, with a path toward full insourcing.
Work cross-functionally with Sales, Marketing, Provider Engagement, Clinical Operations, Claims, and Enrollment to cascade clear direction to your team.
Own P&L; accountability for the Experience Center.
This is a Permanent position based out of Houston, TX 77070.
The pay range for this position is $120000.00 - $150000.00/yr.
Comprehensive benefits package including medical coverage options (Aetna and Kaiser), dental and vision plans, and income protection through short- and long-term disability.
Additional offerings include life and AD&D; insurance, accident and critical illness coverage, hospital indemnity insurance, and universal life with long-term care options.
Employees also have access to a Flexible Spending Account (FSA), legal and identity protection services, and supplemental programs such as Genomic Life, along with a variety of additional voluntary benefits.
This is a fully onsite position in Houston,TX 77070.
This position is anticipated to close on May 26, 2026.