Customer Experience Performance and Enablement Manager (Houston)

At Clover Health, we are committed to providing high-quality, affordable, and easy-to-understand healthcare plans for America’s seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant, a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each member’s complete health history, we ensure better care at a lower cost, delivering the highest value to those who need it most.

We’re looking for a CX Performance and Enablement Manager to own the systems, data, and quality programs that allow our Houston Member Engagement Center to perform at its best. Reporting to the Director, you will lead Quality Assurance and Workforce Management and hold functional oversight of Operational Improvements, Product, Tools, and AI Champion work for the center. You will make sure the right people are scheduled at the right time, every interaction is measured and coached to a consistent standard, and the center’s tools and processes keep getting better.

Our member experience center operates between 8:00am and 8:00pm local time. Coverage planning must support these hours on a rotating basis, including weekend coverage during our peak season:

• Monday–Friday (April 1 – October 1)
• Monday–Sunday (October 1 – March 31)

As our CX Performance and Enablement Manager, you will:

Quality Assurance 

• Lead the QA team, including the QA Lead and QA Analysts, and own the Houston QA program, rubric, and scoring standards.
• Ensure the team completes the required number of QA evaluations each week and month, with consistent coverage across agents, supervisors, and call types.
• Run regular calibration sessions with supervisors, trainers, and QA to keep scoring consistent and fair.
• Report QA results and trends to leadership and partner with supervisors and Learning & Development to turn findings into coaching and training.

Workforce Management 

• Own forecasting, scheduling, and real-time management so the center has adequate coverage for every use case, seven days a week.
• Plan for holidays, peak season, planned and unplanned absences, PTO, and campaign-driven volume, and adjust staffing and schedules proactively.
• Balance inbound call volume against outbound campaign demand in partnership with the Senior Manager.
• Measure and improve forecast and coverage accuracy; publish intraday and weekly staffing reports and flag gaps early.
• Maintain schedule adherence and attendance definitions and reporting (including breaks, lunches, and exceptions) used by supervisors.

Functional oversight

• Operational Improvements: Identify, prioritize, and lead process improvements that reduce handle time, errors, and rework and improve the member and agent experience. Document processes and track the impact of changes.
• Product: Act as the center’s voice to Product and Engineering. Gather and prioritize agent and member feedback, write requirements, test releases, and communicate product changes to the floor.
• Tools: Own the center’s toolset, including telephony and CRM, WFM, QA, and reporting tools. Manage configuration, access, vendor and IT relationships, KPI definitions and dashboards, and data accuracy.
• AI Champion: Lead the center’s use of AI. Identify and pilot use cases, support responsible adoption by agents and supervisors, train the team, measure results, and partner with compliance and IT on governance.

Leadership and Partnership

• Partner with the Director, Senior Manager, supervisors, Learning & Development, and teams outside Member Engagement to translate data into action.
• Hire, coach, and develop your direct reports and build clear ownership and documentation for each functional area.

Success in this role looks like:

• QA evaluations completed per week and per month
• WFM accuracy: adequate coverage for all use cases, seven days a week, including holidays, absences, and peak periods
• Product Prioritization List: Comprehensive and product prioritization list with completed items every quarter and is up to date.

AI Enhancement List: AI functionality deployments that show efficiency gains every quarter and up to date list.

You should get in touch if:

• You have 5+ years of experience in a contact center environment, including hands-on experience in quality assurance, workforce management, or operations, and 2+ years leading a team.
• You have experience with forecasting, scheduling, and real-time management tools, and with QA programs, rubrics, and calibration.
• You are comfortable owning tools, process improvement, and product feedback, and translating data into clear recommendations.
• You are curious about AI and have experience introducing new technology to frontline teams.
• You have excellent analytical, written, and verbal communication skills and work well with senior stakeholders.
• You have bilingual proficiency in English and Spanish is a plus.

Benefits Overview: 

• Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
• Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
• Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location. 
• Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks:

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Paid parental leave for all new parents
• And much more!

About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.

We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare.

From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.

#LI-HYBRID

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.