Member Experience Operations Manager

Job Summary

A company is looking for a Manager, Member Experience Operations.

Key Responsibilities

• Lead, coach, and develop Customer Experience Leaders managing frontline teams
• Own team performance and ensure BPO teams operate to company standards
• Design and implement scalable workflows and knowledge tools for consistent support

Required Qualifications

• 5+ years of experience in customer support, patient experience, or service operations
• 2+ years managing BPO/offshore support partners
• 1+ year of people management experience
• Hands-on experience with CRM platforms, macros, and automations
• Strong data fluency and experience with performance metrics analysis