Senior Manager – Grievances, Medicare Complaints
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Job Description
Senior Manager of Grievances and Medicare Complaints at Devoted Health. Leading complex operations and implementing AI-driven solutions to improve member experience and compliance.
Responsibilities:
- Own end-to-end CTM and Grievance performance — KPIs, compliance, QA strategy, and execution across the full ecosystem
- Lead complex problem solving, using data and structured thinking to identify root causes and build scalable, enterprise-level solutions
- Drive adoption of new tools and ways of working — including AI-enabled workflows — across teams that may be skeptical or stretched
- Translate complaint, audit, and operational data into insights that drive upstream improvements and reduce risk before it reaches CMS
- Build and standardize operating models, processes, and reporting that enable consistent, scalable, and audit-ready execution
- Partner cross-functionally with Product, Engineering, Clinical, and Operations to influence benefit design, claims processes, and member experience based on what the complaint data is telling us
- Lead large-scale operations while driving transformation — balancing near-term execution with longer-term process and technology improvements
- Develop and coach leaders, building capability, accountability, and organizational strength in a fast-moving environment
- Lead resource and capacity strategy, including budgeting and technology investments to improve efficiency and outcomes
Requirements:
- Bachelor’s degree or 7+ years of experience in healthcare, operations management, or a related field.
- Proven ability to lead large, complex operations and deliver measurable performance outcomes.
- Experience building leaders and aligning diverse stakeholders to set direction in dynamic environments.
- Ability to turn ambiguous data into structure and clear, actionable plans.
- Early adopter of AI and automation tools with experience building, using, or partnering to deploy solutions that improve speed and accuracy in regulated settings.
- Supporting or responding to regulatory audits — CMS experience a plus
- Complaint resolution, grievance workflows, or service operations
- Leading operational transformations — process redesign, technology adoption, or workflow automation.
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
- And more....
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