Customer Experience Manager

Company Description WHO IS GUIDEHEALTH? Guidehealth is a data-powered, performance-driven healthcare company dedicated to operational excellence. Our goal is to make great healthcare affordable, improve the health of patients, and restore the fulfillment of practicing medicine for providers. Driven by empathy and powered by AI and predictive analytics, Guidehealth leverages remotely-embedded Healthguides™ and a centralized Managed Service Organization to build stronger connections with patients and providers. Physician-led, Guidehealth empowers our partners to deliver high-quality healthcare focused on outcomes and value inside and outside the exam room for all patients.

Job Description We believe in accountability, continuous learning, innovation, and ensuring every voice is heard—all while leading with empathy.

We’re looking for a Manager of CX Training, Quality Assurance & Customer Satisfaction who is passionate about building frontline capability, driving service excellence, and turning insights into action. In this role, you’ll design and deliver training programs, own our quality assurance framework, manage SOPs and documentation standards, and analyze customer feedback to continuously improve the member experience.

This is a strategic, hands-on role where you’ll shape how our Customer Experience team learns, grows, and delivers exceptional service.

What You’ll Be Doing Training Program Development & Delivery

• Assess training needs using data and performance trends.
• Design, develop, and facilitate New Hire Training for Customer Guides, Guide Coaches, and CX Managers.
• Build cross-training, upskill, and refresher programs aligned with operational priorities.
• Maintain a structured training roadmap based on product changes, seasonality, and skill gaps.
• Create engaging content—presentations, simulations, job aids, videos, and workflow guides.
• Measure training effectiveness through assessments, QA outcomes, and performance metrics.
• Partner with CX Managers and Guide Coaches to identify emerging training needs.

Quality Assurance Ownership & Calibration

• Own the CX Quality Assurance framework to ensure interaction quality meets evolving customer expectations.
• Partner with Guide Coaches to calibrate QA scoring and unify coaching insights.
• Refine QA rubrics and conduct deep dives to identify behavioral, procedural, and systemic improvements.
• Use QA trends to inform training updates and policy enhancements.

Standards, Policies & Procedures Documentation

• Create and maintain CX Standards, SOPs, workflows, scripts, and knowledge documents.
• Translate complex processes into clear, simple instructions for frontline teams.
• Ensure documentation is accurate, up-to-date, and version-controlled.

Customer Satisfaction Insights & Experience Improvement

• Monitor CSAT survey performance and identify drivers of satisfaction and dissatisfaction.
• Translate feedback into actionable improvements for scripts, SOPs, training, and workflows.
• Produce regular CSAT and QA insight reports for CX leadership.

Cross-Functional Collaboration & Change Enablement

• Serve as the CX training and QA subject matter expert for product, workflow, and technology initiatives.
• Ensure frontline readiness for new launches through training and documentation updates.
• Champion a coaching-first culture centered on empathy, capability building, and continuous improvement.

Qualifications

What You’ll Need To Have For Success

• 5+ years of experience in CX training, quality assurance, or service operations.
• Experience designing and facilitating training in a contact center or high-volume service environment.
• Strong understanding of QA frameworks, scoring rubrics, calibrations, and coaching techniques.
• Excellent written and verbal communication skills for SOPs, scripts, and workflows.
• Strong analytical skills with the ability to interpret QA, CSAT, and performance data.
• Ability to work independently and cross-functionally.

Preferred:

• Healthcare experience (payer or provider).
• Experience with AI QA, sentiment analytics, or automated coaching insights.
• Familiarity with LMS platforms and digital learning tools.
• Formal training or certification in instructional design or adult learning.

KEY COMPETENCIES

• Instructional Design & Facilitation
• Quality & Coaching Frameworks
• Analytical Insight & Problem Solving
• Documentation Excellence & Process Clarity
• Cross-Functional Influence & Collaboration
• Continuous Improvement & Change Readiness
• Empathy, Communication & Service Orientation

How We Measure Success

• CSAT & Customer Effort Scores
• First Call Resolution (FCR)
• QA Scores & Scoring Consistency
• New Hire Training Graduation & Ramp-to-Competency Rates
• Reduction in Escalations & Repeat Contacts
• SOP Accuracy & Update Timeliness
• Training Satisfaction & Knowledge Retention
• Measurable Behavior Change Post-Coaching

WORK MODEL Fully remote with occasional travel for workshops, training, or team alignment.

Additional Information

ALIVE with Purpose: How We Thrive at Guidehealth At Guidehealth, our values come to life in everything we do.

• We are Driven by Accountability — grounded in transparency, reliability, and integrity as we navigate challenges and opportunities alike.
• Always Growing, Always Learning — staying curious and continuously improving inspires us to shape a better future for healthcare.
• With Collaborative Innovation, we solve problems creatively, making every experience better for our employees and the patients we serve.
• At Guidehealth, Every Voice Matters — we believe our collective strength is rooted in the unique perspectives of each team member.
• And through Empathy in Action, we build stronger connections with those who count on us.
• This is what it means to be ALIVE with purpose. This is how we thrive — together — at Guidehealth.

BENEFITS: All full-time employees of Guidehealth who work 30 hours per week or more are eligible for our comprehensive benefits package. While you are hard at work advancing value-based healthcare, we are here to ensure YOU have the care you and your family need and the opportunities for growth and development. Our commitments to you include:

• Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs.
• Keep Health a Priority: We offer comprehensive Medical, Dental, and Vision plans to keep you covered.
• Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution.
• Have Peace of Mind: We provide Life and Disability insurance for those "just in case" moments. Additionally, we offer voluntary Life options to keep you and your loved ones protected.
• Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times.
• Take Time for Yourself: We offer paid time off plans helping you achieve work-life balance and meet your personal goals.
• Support Your New Family: Welcoming a new family member takes time and commitment. Guidehealth offers paid parental leave to give you the time you need.
• Learn and Grow: Your professional growth is important to us. Guidehealth offers various resources dedicated to your learning and development to advance your career with us.

COMPENSATION: The listed compensation range listed is paid bi-weekly per our standard payroll practices. Final base pay decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.

OUR COMMITMENT TO EQUAL OPPORTUNITY EMPLOYMENT Diversity, inclusion, and belonging are at the core of Guidehealth’s values. We are an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation and identity, national origin, citizenship, religion, marital status, familial status, physical, sensory, or medical disability, Family and Medical Leave, military or veteran status, pregnancy, childbirth or other related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Our management is fully dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

Our Comittment To Protection Of Patient And Company Data This position is responsible for following all Security policies and procedures in order to protect all PHI and PII under Guidehealth’s custodianship as well as Guidehealth Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.

Remote Work Technical Requirements Guidehealth is a fully remote company. We provide new employees with the necessary equipment to function in their role at no charge to the employee. Employees provide their own internet connection, capable of conducting video calls on camera and connecting to various internal and external systems. The required internet speed is a minimum of 100 mbps download, 10 mbps upload. Please run a speed test here to confirm your internet connection meets these requirements.