Manager, Member Service Guide
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Job Description
Manager leading Devoted Health member service teams supporting older Americans through healthcare complexities. Driving performance, operational improvements, and AI-enabled service workflows.
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 with Training, Quality, Technology, Workforce Management, Clinical, and Product teams
- 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
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
- 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
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
- Parental leave program
- 401K program
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