Customer Experience Performance and Enablement Manager (Houston)

The posting, as Clover Health wrote it

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 c

[…]
ocation.

• 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.
Final pay is based on several factors including but not limited to internal equity, market data, and the applicant’s education, work experience, certifications, etc.

A reasonable estimate of the base salary range for this role is:
$107,700 — $140,000 USD