Product Operations Manager, Member Experience

The posting, as Clover Health wrote it

At Clover, the Business Enablement team leads our technological advancement while ensuring robust security and compliance. We deliver user-friendly corporate applications, manage complex data ecosystems, and provide efficient tech solutions across the organization.

Our goal is simple: we make it easy for the business to do what’s right for Clover.

Clover Health's Member Experience organization is the front door to Clover for our Medicare Advantage members. Through our Houston-based service team, we are replacing the transactional, transfer-you-around call center model that seniors have tolerated for decades with a relationship-based one: a dedicated advocate who knows the member, follows their care, and can actually resolve things. We've proven the model works, and we are now investing heavily in the technology — including frontier AI capabilities — that will let us scale it to our full membership.

Our mission is to improve the lives of Medicare Advantage members by making every interaction with Clover feel personal, competent, and resolved.

We are seeking a Product Operations Manager to own the loop between our Houston service floor (Team Leads, Supervisors, and Advocates) and the teams building the technology it runs on.

In this role, you'll work at the intersection of service operations, product delivery, and change management — sitting alongside the advocates, team leads, and supervisors who deliver our member experience every day. You'll be the person who:

• Continuously evaluates the Houston Floor Team’s enabling technologies to determine what is actually broken and how badly.
• Carries that to engineering with the context they need to fix it.
• Ensures the fix lands on the floor instead of quietly going unused.

This is deliberately a proximity role, and much of the job is human rather than technical. A service floor absorbs change constantly — new tooling, new workflows, new AI capabilities — while the phones keep ringing. Whether any of it works depends on whether advocates understand it, trust it, and can get a fix when it breaks. That is what you own. When their tools are good, members get taken care of. When their tools are bad, members feel it on the phone that day. Your work sits directly on that line.

As a Product Operations Manager, Member Experience, you will

• Embed with the Houston service team, building the direct relationships with advocates, team leads, and supervisors that make honest feedback possible.
• Own the problem statement, its severity, and its timing. When something surfaces on the floor, you define what is actually broken, how much damage it is doing, and when it has to be fixed — grounded in observed impact on advocates and members rather than on who complained loudest.
• Make the triage call and defend it. Sort need-to-have from nice-to-have from backlog, and explain those decisions face to face to the supervisors and managers whose requests didn't make the cut. Your credibility depends on you

[…]
pment funding, and regular performance feedback and reviews.

Additional Perks

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Reimbursement for office setup expenses
• Monthly cell phone & internet stipend
• Remote-first culture, enabling collaboration with global teams
• 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:
$134,600 — $175,000 USD