会员服务指南经理
Manager, Member Service Guide
职位描述
关于这个职位：
你将加入 Devoted Health 的会员服务团队，带领由主管和会员服务顾问组成的团队，以同理心、准确性和关怀，帮助会员应对医疗保健的复杂性。该团队是会员体验的核心，与跨职能团队紧密合作，提供高质量、可扩展的服务。
在这个职位中，你需要在人员领导与运营和战略执行之间取得平衡——负责团队绩效，推动持续改进，并帮助将不断变化的业务重点（包括人工智能驱动的工作流程）转化为有意义的日常影响。你将在快速成长和变化中发挥关键作用，确保你的团队保持高效、积极和适应性强。
你的职责和影响将包括：
- 建设、辅导和发展主管和顾问团队，确保各团队在绩效、参与度和成长方面表现优异。
- 利用数据、趋势和洞察，识别机会，诊断根本原因，并推动在人员、流程和产品方面的显著改进。
- 负责多个团队的绩效，确保服务级别、质量标准和运营目标得到一致达成。
- 从构思到执行，主导关键项目和运营计划，确保它们产生可衡量的影响。
- 与跨职能团队（培训、质量、技术、人力资源管理、临床、产品）合作，加强运营并提升端到端的会员体验。
- 推动人工智能和自动化工具的使用，通过识别机会、试点解决方案，以及帮助团队有效使用工具来实现。
- 将复杂的或不断变化的战略（包括人工智能和运营变更）转化为团队可以有效执行的清晰指导。
- 在快速变化的环境中高效运作，即使在信息不完整的情况下也能做出明智决策，并引导团队应对变化。
- 建立并优化流程和工具，提高团队间的一致性、质量和可扩展性。
所需技能和经验：
- 在以客户为中心或医疗保健环境中有3年以上领导一线团队的经验。
- 有成功辅导和发展人员领导者和个体贡献者，实现可衡量绩效成果的实绩。
- 有使用数据、指标和持续改进方法管理运营并取得成果的证明能力。
- 强大的项目管理和组织协调能力。
查看英文原文
Job Description
A bit about this role:
You’ll be part of Devoted Health’s Member Service organization, leading a team of Supervisors and Member Service Guides who support members through the complexities of healthcare with empathy, accuracy, and care. This team sits at the center of the member experience, partnering closely with cross-functional groups to deliver high-quality, scalable service.
In this role, you’ll balance people leadership with operational and strategic execution—owning team performance, driving continuous improvement, and helping translate evolving business priorities, including AI-enabled workflows, into meaningful day-to-day impact. You will play a critical role in leading through rapid growth and change, ensuring your team remains effective, engaged, and adaptable.
Your Responsibilities and Impact will include:
- 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 (Training, Quality, Technology, Workforce Management, Clinical, Product) to strengthen operations and enhance the end-to-end member journey.
- 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.
Required skills and experience:
- 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.
Desired skills and 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.
Salary Range: $58,000 - $95,000
The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
Our Total Rewards package includes:
- 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....
*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.
Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.
As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Originally posted on Himalayas