Customer Experience Manager

Customer Experience Strategy

• Implement CX strategies utilizing AI technologies to support and achieve customer experience goals.
• Track, analyze, and report customer feedback to identify improvement opportunities.
• Build and maintain strong relationships with customers and clients.
• Empower Customer Advocates to provide timely, effective issue resolution.
• Monitor KPIs and CX metrics using Excel and analytical tools to evaluate performance and impact.
• Champion and embed a customer-first culture within Guidehealth.
• Manage performance, development, and growth of team members aligned with Guidehealth’s THRIVE program and ALIVE values.

• Conduct regular performance check-ins and 30/30s with Customer Guides, providing coaching and meaningful feedback using Guidehealth Performance and Recognition software.
• Foster a culture of accountability, transparency, collaboration, and continuous learning.
• Manage escalations and complex customer issues efficiently and in alignment with Guidehealth guidelines.
• Promote employee engagement, recognition, and a growth mindset weekly through structured reward and recognition initiatives.
• Utilize expertise in talent acquisition to interview and hire Customer Guides using predictive performance tools.

• Oversee day-to-day operations of the Customer Experience team to ensure SLAs and KPIs are consistently met or exceeded.
• Monitor call volume, wait times, resolution rates, CSAT, and related behavioral and performance metrics.
• Analyze performance data to identify trends, root causes, and improvement opportunities.
• Deliver fast, proactive performance feedback; maintain documentation and follow-up.
• Develop and implement strategies to optimize efficiency, service quality, and customer satisfaction.
• Ensure adherence to company policies, procedures, and regulatory standards.
• Assist with scheduling and workforce management to maintain appropriate coverage.
• Monitor real-time call queues and Customer Advocate availability.
• Complete administrative tasks including timekeeping and reporting.

• Implement quality standards and best practices for all customer interactions.
• Identify training needs and partner with the Training Manager to develop and deliver relevant training programs.
• Continuously identify opportunities to improve processes, systems, and tools to enhance the customer experience.

• Prepare and deliver performance reports to the Senior Manager using Excel and tracking software.
• Communicate and collaborate cross-functionally with departments such as Claims, UM, IT, CBMs, BD, and VBC to support customer needs and resolve issues.
• Proactively communicate updates, changes, and critical information.
• Ensure ongoing improvement in Guide–customer interactions, promoting clarity, empathy, and engagement.

• Assist in managing the Customer Experience department budget.
• Monitor expenses and identify opportunities for cost savings.

• A bachelor's degree in business, healthcare administration, communications, or a related field is preferred.
• Minimum of 5+ years of experience in customer service, with at least 2+ years in a supervisory or management role.
• Proven experience managing and developing teams, preferably in a call center or high-volume customer service environment.
• Strong understanding of customer service principles, best practices, and metrics.
• Exceptional communication skills (written and verbal) with full command of English language use and competence.
• Excellent communication, interpersonal, and leadership skills.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Proficiency with CRM software, call center technology, and Microsoft Office Suite, including Excel.
• Experience with quality assurance programs and coaching techniques.
• Ability to work effectively in a fast-paced, dynamic environment.
• Healthcare industry knowledge and experience preferred.

• CSAT & Customer Effort Scores
• First Call Resolution (FCR)
• QA Scores & Scoring Consistency
• New Hire Training Graduation & Ramp-to-Competency Rates
• Reduction in Escalations & Repeat Contacts
• SOP Accuracy &…