Director of Customer Experience Medicare Advantage

At Clover Health we are reinventing health insurance by combining the power of data with human empathy. We provide high-quality affordable Medicare Advantage plans for Americas seniors prioritizing preventive care and leveraging technology to help physicians make more informed decisions. We always put our members first and our success is measured by the quality of life of the people we serve.

We are building an Experience Center not a call center. This is a meaningful distinction. We believe that if we create the most loyal members in Medicare Advantage the financial outcomes will follow. The Director of Customer Experience will be the architect of that loyalty. This is a greenfield build with full operational ownership: standing up Clovers internal Experience Center in Houston retiring existing outsourced relationships and delivering a gold-standard Medicare Advantage member experience that scales. The role is fully onsite in North/NW Houston.

Our North Star: create members so delighted with Clover that they become our best marketers reducing acquisition costs and driving retention through the quality of the experience alone.

Who Were Looking For:

We are deliberately casting a wider net than a traditional call center search. The right candidate may come from retail hospitality service operations or healthcare but what unites all strong profiles is a track record of creating customer loyalty customer delight and customer retention at scale. Call center experience is helpful not required.

What is required:

• A builders instinct youve stood up teams systems and cultures from scratch. You know the difference between running a machine someone else built and building the machine yourself.
• Operational depth you own P&L manage headcount build SOPs and hold people accountable to them.
• Curiosity and a bias toward innovation you dont plug in traditional methods because thats how its always been done. You ask why then build something better.
• A service-first mindset not an efficiency-first mindset you measure success by member loyalty and experience quality and trust that operational efficiency follows great service.
• Scrappiness and energy you are hungry to build a brand and want Clover to be the best thing thats ever happened to a Medicare member.

As Director Customer Experience you will:

Build the Experience Center

• Design and stand up Clovers internal member Experience Center in Houston including hiring onboarding and developing agents and leads.
• Create a high-performing mission-aligned team from diverse backgrounds unified around delivering a gold standard in member experience.
• Develop SOPs quality frameworks agent onboarding programs and performance infrastructure from the ground up.
• Establish and own all KPI baselines: NPS CSAT FCR AHT and voice-of-customer feedback loops.

Deliver Member Loyalty

• Define and execute a winning CX strategy focused on Medicare Advantage members and providers.
• Stand up and manage a concierge service tier for VIP and at-risk members.
• Build a Voice of the Customer feedback loop that drives real-time action and preventive intervention across the business.
• Champion a member-first culture at Clover and across our partners.

Drive Innovation and Technology

• Identify evaluate and implement AI-driven solutions: sentiment analysis agent co-pilot tools IVR optimization call quality monitoring and self-service automation.
• Leverage AI for training design simulation-based learning and knowledge management.
• Develop Next Best Action scenarios to proactively enrich the member experience.
• Partner with IT to define a no wrong door channel-agnostic member journey.

Manage Operations and Compliance

• Own and rationalize existing third-party call center relationships both stateside and offshore with a path toward full insourcing.
• Partner with Clovers Compliance team to ensure regulatory compliance in all member communications CTM response and monthly delegatory reporting.
• Work cross-functionally with Sales Marketing Provider Engagement Clinical Operations Claims and Enrollment to cascade clear direction to your team.
• Own P&L accountability for the Experience Center.

Success in this role looks like:

• Complete a compliance immersion with Clovers Compliance team covering CTM response delegatory reporting and CMS audit readiness.
• Complete stakeholder mapping across Clinical Operations Provider Engagement Enrollment and IT.
• Present a validated Experience Center build plan headcount technology stack SOP framework and quality framework for HM and COO review.
• Establish NPS CSAT FCR and AHT baselines for existing member touchpoints.
• In your first year you will have built a functioning Experience Center that members talk about not because we asked them to but because the service earned it.

This Is Not the Role For You If

We are building an Experience Center. Candidates who approach this role as a traditional call center optimization exercise will not be a fit.

• You believe call centers run a certain way because thats how call centers have always run.
• Your primary lens is efficiency metrics at the expense of experience quality.
• You lead through command and control. Clover operates collaboratively this role requires the ability to build trust rapport and genuine relationships with agents leads and senior stakeholders.
• You cannot demonstrate direct hands-on operational ownership. Advisory or consulting backgrounds without recent P&L accountability will not meet the bar for this role.

Benefits Overview:

• Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally we offer a performance-based bonus program 401k matching and regular compensation reviews to recognize and reward exceptional contributions.
• Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical dental and vision coverage. Your health matters to us and we invest in ensuring you have access to quality healthcare.
• Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this we offer initiatives such as No-Meeting Fridays monthly company holidays access to mental health resources and a generous flexible time-off policy. Additionally we embrace a remote-first culture that supports collaboration and flexibility allowing our team members to thrive from any location.
• 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
• 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 weve 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 Clovers 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 peoples lives. Diversity not only includes race and gender identity but also age disability status veteran status sexual orientation religion and many other parts of ones identity. All of our employees points of view are key to our success and inclusion is everyones responsibility.

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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.