Manager, Customer Experience

I. Manager Definition

A Healthcare Operations Manager is responsible for leading multiple teams through their supervisors, ensuring operational excellence, client satisfaction, financial performance, and compliance with all contractual and organizational requirements. The Operations Manager provides strategic leadership, develops leaders, drives continuous improvement initiatives, and partners with internal and client stakeholders to achieve all Statement of Work (SOW) objectives and Key Performance Indicators (KPIs).

II. Job Scope & Expectations

a. Operations

• Lead multiple Healthcare Supervisor teams to consistently achieve operational and client performance objectives. 

• Provide strategic direction to Supervisors while fostering accountability, collaboration, and continuous development. 

• Ensure all operations are executed in accordance with the Statement of Work (SOW), internal KPIs, compliance requirements, and company policies. 

• Own overall operational performance including Service Level, Quality, Productivity, Attendance, Adherence, Customer Satisfaction, NPS, and Financial metrics. 

• Partner closely with Workforce Management (WFM), Training, Quality Assurance (QA), Human Resources (HR), IT, Recruiting, and Client Services to ensure operational readiness. 

• Develop staffing strategies that support business demand while maximizing productivity and cost efficiency. 

• Lead daily operational reviews with Supervisors to evaluate performance, identify risks, and establish mitigation plans. 

• Review operational dashboards including AWS, Krisp, IEX, EMBER, Power BI, and client reporting tools to identify trends and opportunities. 

• Oversee escalation management and provide executive support for high-impact member or client concerns. 

• Ensure timely resolution of Immediate Action Required (IAR), CTM cases, Executive Escalations, and other critical business issues. 

• Serve as the primary operational liaison between Conduent leadership and Centene operational partners. 

• Lead Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), calibration sessions, and client governance meetings. 

• Drive execution of operational initiatives that improve efficiency, quality, customer experience, and employee engagement. 

• Ensure proper execution of coaching strategies, performance management processes, disciplinary actions, recognition programs, and development plans. 

• Monitor staffing plans, hiring progress, attrition, absenteeism, shrinkage, and overtime utilization. 

• Oversee operational readiness for new initiatives, launches, training waves, and process implementations. 

• Support business continuity planning and execute contingency strategies during operational disruptions. 

• Ensure all operational reports, executive summaries, and client deliverables are completed accurately and on time. 

b. Quality

• Drive a culture of quality, accountability, and continuous improvement across all operational teams. 

• Review quality trends, compliance findings, customer satisfaction metrics, and audit results to identify improvement opportunities. 

• Partner with QA leadership to ensure coaching effectiveness and calibration consistency. 

• Monitor corrective action plans and ensure sustainable improvements in performance. 

• Promote healthcare compliance and patient-centered service excellence throughout the operation. 

• Lead root cause analysis for recurring quality or operational issues and oversee implementation of corrective actions. 

c. Systems

• Ensure operational systems, reporting tools, workforce applications, and client platforms are functioning effectively. 

• Partner with IT to resolve system issues impacting production. 

• Validate accuracy of operational reporting and performance dashboards. 

• Ensure supervisors properly utilize workforce management tools, reporting applications, and operational systems. 

• Support implementation of new technologies and operational automation initiatives.  

d. Process

• Lead continuous improvement initiatives utilizing Lean, Six Sigma, and operational excellence methodologies. 

• Identify process improvement opportunities through trend analysis, reporting, customer feedback, and operational observations. 

• Standardize best practices across all teams. 

• Ensure process documentation remains accurate, current, and aligned with client expectations. 

• Lead implementation of new operational procedures and process changes while minimizing business disruption. 

• Drive productivity improvements while maintaining compliance and quality standards. 

e. Engagement

• Develop Supervisors through coaching, mentoring, succession planning, and leadership development. 

• Foster a culture of accountability, inclusion, recognition, and continuous learning. 

• Conduct regular leadership meetings to communicate priorities, operational updates, and organizational objectives. 

• Partner with HR on employee relations, performance management, talent reviews, and retention initiatives. 

• Promote employee engagement initiatives that improve morale, retention, and organizational culture. 

• Identify future leaders and build succession pipelines within the operation. 

• Maintain strong communication with Senior Leadership regarding operational risks, achievements, business opportunities, and strategic initiatives. 

III. Leadership Responsibilities

• Develop annual operational plans aligned with business objectives. 

• Manage departmental budgets and operational expenses. 

• Monitor profitability, revenue, productivity, and financial performance. 

• Participate in capacity planning, forecasting, and strategic workforce planning. 

• Present operational performance during executive business reviews. 

• Build and maintain strong client relationships through proactive communication and operational transparency. 

• Lead cross-functional projects that support business growth, operational transformation, and client satisfaction. 

• Drive innovation through automation, analytics, and process optimization. 

• Ensure compliance with regulatory requirements, HIPAA standards, company policies, and client contractual obligations. 

IV. Core Competencies

The Operations Manager is expected to demonstrate:

• Strategic Leadership 

• Client Relationship Management 

• Operational Excellence 

• Financial Acumen 

• Data Analysis & Decision Making 

• Change Management 

• Talent Development 

• Executive Communication 

• Problem Solving 

• Cross-functional Collaboration 

• Healthcare Compliance Knowledge 

• Continuous Improvement Mindset 

• Customer-Centric Leadership 

• Risk Management 

• Business Planning & Execution

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.