Customer Experience Manager

Role overview

This remote operations leadership role is focused on running day-to-day service activities, improving process efficiency, and guiding a direct-report team to deliver a high-quality patient experience. The position is tied to healthcare operations and emphasizes service excellence, compliance, and continuous improvement. The role is listed for Greater Orlando, while the detailed work location noted in the source is Pittsburgh, PA.

What you will do

• Lead, coach, and support a team of direct reports so patient service remains consistent and effective.
• Handle onboarding for new team members, identify development needs, and work with training leaders on skill-building.
• Use KPIs and performance data to review team output, conduct regular feedback discussions, set goals, and maintain compliance with internal policies and healthcare rules such as HIPAA.
• Coordinate with business partners to meet program objectives, build SOPs, and ensure operational compliance.
• Oversee staffing schedules, protect data-quality standards, and improve processes for greater accuracy and efficiency.
• Help create and roll out SOPs, work instructions, and job aids with leadership.
• Review and refresh call guides for assigned programs when needed.
• Support quality-assurance efforts that reinforce process adherence and patient confidentiality.
• Resolve escalated patient issues and operational/logistical concerns in a timely manner to preserve satisfaction.
• Monitor operational results, prepare recurring reports, and share updates with management and stakeholders.
• Suggest workflow, system, and process enhancements that improve productivity and overall program performance.
• Partner with cross-functional teams to implement new approaches and best practices.
• Be available for up to 10% travel if required.
• Carry out other responsibilities as assigned.

What the employer is looking for

• A bachelor’s degree in Healthcare Administration, Business Management, or a closely related discipline.
• At least 4 years of professional experience, including 3 years in a supervisory capacity within a call center setting, preferably in healthcare.
• Strong knowledge of call center operations, performance metrics, and healthcare compliance requirements.
• Demonstrated leadership ability with a talent for motivating teams while holding them accountable.
• Comfort using call center platforms, CRM systems, and Microsoft Office tools.
• Ability to make sound independent decisions.
• Capability to manage priorities and deliverables in a busy, fast-moving environment.

Ideal fit

The best candidate will be highly customer-focused, collaborative, proactive, outcomes-driven, and skilled at finding practical business solutions.

Additional information

This position is fully remote. The source also mentions a remote Operations Supervisor role located in Pittsburgh, PA. Travel may be required up to 10%.