Director of Customer Experience - Medicare Advantage at Cloverhealth

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 America's 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 Clover's 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 We're 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 builder's instinct — you've 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 don't plug in traditional methods because that's how it's 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 that's ever happened to a Medicare member. As Director, Customer Experience, you will: Build the Experience Center • Design and stand up Clover's 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 Clover's 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 Clover's 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 that's 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 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-ONSITE 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.