Product Operations Manager, Member Experience
Core
Bridge between the Houston service floor and engineering teams to ensure operational tools are fixed, adopted, and iterated upon to improve Medicare Advantage member experiences.
Role type
Product Operations Manager (Service Operations)
Builds
Internal tools, workflows, and AI capabilities for a contact center serving seniors
Domain
Health insurance / Medicare Advantage / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Change management, backlog prioritization, stakeholder management, feedback loop design, KPI tracking, requirements translation, systems thinking
Preferred skills
Field research, AI integration strategy, internal tool adoption, clinical/healthcare operations experience
Technologies
CRM, case management, tel
Responsibilities
Embed with the Houston service team to gather direct feedback; define problem severity and timing for engineering; manage change management including training and adoption; build feedback loops and pilot cohorts; track KPIs for adoption and impact; translate frontline signal into a prioritized roadmap.
Seniority
Mid-level, hands-on operator
