Manager, Member Experience (Remote-Bilingual)

About the Role: Reporting to the VP of Customer Experience, you'll oversee daily operations and drive key initiatives across Screening & Navigation, Social Care Coordination, and Member Support — guiding the full Medicaid member journey from activation through retention.

What You'll Do: Oversee daily operations of a multi-functional contact center supporting NYS 1115 Waiver Medicaid services, ensuring service quality, efficiency, and compliance across all member-facing functions Lead, coach, and develop a team of Social Care Coordinators, Screeners, Navigators, Intake Coordinators, Member Case Managers, Care Management staff, and Retention Coordinators Partner with Team Leads to monitor performance, provide real-time guidance, and keep workflows, productivity targets, and quality standards consistent Manage staff scheduling to ensure adequate coverage across all functions and member service hours Track KPIs across teams, spot trends, and implement corrective action plans that improve outcomes and member experience Ensure full compliance with Medicaid, HIPAA, NYS DOH, and NYS 1115 Waiver requirements, including documentation and privacy standards Collaborate with clinical, operations, and network partners to support closed-loop referrals, member engagement, and continuity of care Serve as the primary point of resolution for complex member and operational escalations Support onboarding, training, and ongoing development of contact center staff alongside HR and program leadership Prepare and present operational reports to senior leadership on team performance, capacity, member outcomes, and program trends

What We're Looking For: Required High school diploma (Associate degree preferred)5–7 years in customer service, call centers, social services, care navigation, or a related field Experience managing a team of 10+Experience in a virtual contact center environment (Five 9 preferred)Strong communication and member engagement skills Ability to manage high-volume interactions in a compliance-driven setting Preferred Experience with Medicaid, Social Care Networks (SCNs), or health-related social needs (HRSN) programs Background in healthcare, care coordination, patient support, or community-based services Bilingual English/Spanish or multilingual candidates encouraged to apply (Spanish, French, Mandarin, Hindi)

Compensation & Benefits: $60,000–$65,000/year, based on experience 401(k)Medical, dental, and vision insurance