Director Of Customer Experience

Cloverhealth

Houston, United States
Competitive base salary; performance-based bonus p...
On-site
Build experience center from scratch
Own p&l and operational accountability
Develop sops and quality frameworks
The role involves architecting a new internal Experience Center in Houston to replace outsourced relationships and deliver a gold-standard member experience

Job Summary

  • The role involves architecting a new internal Experience Center in Houston to replace outsourced relationships and deliver a gold-standard member experience.
  • Success is measured by creating member loyalty that drives retention and reduces acquisition costs through exceptional service quality.
  • The position offers competitive base salary, equity opportunities, performance bonuses, and comprehensive health and mental well-being benefits.

Matching Summary

The role involves architecting a new internal Experience Center in Houston to replace outsourced relationships and deliver a gold-standard member experience.

Salary

Competitive base salary; Performance-based bonus program and equity opportunities; 401k matching and regular compensation reviews

Skills & Requirements

Must-have

  • Build experience center from scratch
  • Own P&L and operational accountability
  • Develop SOPs and quality frameworks
  • Manage headcount and agent onboarding
  • Establish NPS CSAT FCR AHT baselines
  • Implement AI-driven customer solutions

Nice-to-have

  • Background in retail or hospitality
  • Bias toward innovation over tradition
  • Service-first mindset over efficiency
  • Experience with Medicare Advantage plans
  • Collaborative leadership style

Key Requirements

  • Direct hands-on operational ownership
  • P&L accountability experience
  • Compliance immersion capability

Work Rights

Not specified

Tailored Resume

Cover Letter