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Salary: USD 58,000 - 95,000 / annual
Devoted Health is seeking a Manager, Member Service Guide to lead a team of Supervisors and Member Service Guides within the Member Service organization. This role sits at the center of the member experience, partnering with cross-functional teams to deliver high-quality, scalable service to older Americans enrolled in Medicare Advantage plans.
You will balance people leadership with operational and strategic execution, owning team performance, driving continuous improvement, and translating evolving business priorities—including AI-enabled workflows—into meaningful day-to-day impact. You'll lead through rapid growth and change, ensuring your team remains effective, engaged, and adaptable.
Key responsibilities include:
- Build, coach, and develop a team of Supervisors and Guides, ensuring strong performance, engagement, and growth.
- Leverage data, trends, and insights to identify opportunities, diagnose root causes, and drive 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 measurable impact.
- Partner cross-functionally (Training, Quality, Technology, Workforce Management, Clinical, Product) to strengthen operations and enhance the member journey.
- Champion the use of AI and automation by identifying opportunities, piloting solutions, and enabling teams to use tools effectively.
- Translate complex or evolving strategies into clear guidance that teams can execute.
- Operate effectively in fast-changing environments, making informed decisions with incomplete information.
- Establish and refine processes and tools that improve consistency, quality, and scalability.
Devoted Health was founded in 2017 and operates a robust, integrated care platform that merges advanced data and AI with clinical and service experiences to improve health outcomes for older Americans. The company values diversity, collaboration, and a supportive work environment.
REQUIREMENTS:
- 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:
- 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
