Remote Customer Experience Program Manager

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Customer Experience Program Manager serves as a strategic partner to Customer Experience leadership, responsible for driving execution of key operational priorities, strategic initiatives, and departmental objectives. This role leads cross-functional efforts that improve operational performance, member experience, employee engagement, quality, compliance, and organizational effectiveness.

Through project management, performance analytics, process optimization, and stakeholder collaboration, the Customer Experience Program Manager ensures Customer Experience initiatives are identified and successfully implemented, measured, and sustained while supporting achievement of departmental goals and business outcomes building Caring Connections and best in class member experiences.

Job Duties/Responsibilities:

Strategic Initiatives & Project Leadership

• Lead execution of Customer Experience strategic priorities, OKRs, and operational initiatives.

• Manage project planning, implementation, governance, risk mitigation, and performance tracking.

• Coordinate cross-functional teams to ensure timely delivery of initiatives and achievement of measurable outcomes.

• Provide leadership visibility through project updates, dashboards, and executive reporting.

Operational Excellence & Continuous Improvement

• Identify opportunities to improve processes, workflows, systems, and operational performance.

• Utilize data, root cause analysis, and stakeholder feedback to develop sustainable solutions.

• Standardize best practices, documentation, and operational procedures to improve consistency and scalability.

• Promote a culture of accountability, operational discipline, and continuous improvement.

Performance Analytics & Business Insights

• Monitor and analyze key Customer Experience metrics, including service levels, member satisfaction, quality, retention, first call resolution, and operational efficiency.

• Develop dashboards and performance reporting to support decision-making and prioritization.

• Translate insights into actionable recommendations and improvement plans.

• Measure initiative outcomes and business impact.

Cross-Functional Collaboration & Change Management

• Partner with Operations, Training, Quality, Workforce Management, Compliance, Clinical, IT, and other business areas to resolve operational challenges and improve the member experience.

• Facilitate stakeholder alignment, drive adoption of change initiatives, and remove barriers to execution.

• Support organizational readiness and successful implementation of new processes, technologies, and operational strategies.

Supervisory Responsibilities:

• No direct supervision of staff

Job Requirements:

Experience:

Required

• 5+ years of experience in Customer Experience, Member Services, Contact Center Operations, Project Management, Operational Excellence, or Continuous Improvement.

• Demonstrated success leading strategic initiatives and performance improvement efforts.

• Experience managing complex projects and influencing outcomes across multiple stakeholders.

• Strong analytical, problem-solving, and communication skills.

Preferred

• Medicare Advantage, Managed Care, or Healthcare Operations experience.

• Experience supporting OKR execution and operational performance management.

• Project Management (PMP), Lean, Six Sigma, or related certifications.

Education:

Required

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Industrial Engineering, Project Management, Organizational Leadership, or a related field.

Preferred

• Master's degree (MBA, MHA, MPH, or related discipline).

• Formal training in Project Management, Continuous Improvement, Lean Operations, Change Management, or Business Analytics.

Specialized Skills & Competencies

• Strong project and program management capabilities.

• Advanced analytical and problem-solving skills with the ability to interpret complex operational data.

• Experience developing KPIs, scorecards, dashboards, and business reporting.

• Proficiency in Microsoft Excel, PowerPoint, Word, and reporting/visualization tools (Power BI, Tableau, or similar).

• Strong facilitation, presentation, and executive communication skills.

• Ability to manage multiple priorities in a fast-paced, highly matrixed…