Senior Program Manager, Member Experience

General Information

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Work Location: Los Angeles, CA, USA Onsite or Remote Flexible Hybrid Work Schedule Monday - Friday, 8:00am - 5:00pm PST Posted Date 02/19/2026 Salary Range: $105700 - 234500 Annually Employment Type 2 - Staff: Career Duration Indefinite Job # 28733

Primary Duties and Responsibilities

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The Senior Program Manager of Member Experience partners closely with the Director of Medicare Product Development & Bids to shape and lead the member experience strategy across all Medicare Advantage products. This role focuses on making sure members feel supported at every step of their journey, helping improve satisfaction, engagement, and long-term loyalty, while also strengthening CMS Star Ratings performance.

Working across teams, the Senior Program Manager identifies and addresses the root causes of member concerns to ensure issues are resolved quickly and effectively. They also lead proactive improvements, using AI/ML tools and industry best practices to create a smoother, more positive experience for every member.

Salary Range: $105,700-$234,700/annually

Job Qualifications

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We are seeking a strategic, member-focused professional with:

Required:

• A Bachelor’s degree in Healthcare Administration, Business Administration or related field and/or equivalent experience
• 8 or more years of progressively responsible experience in Medicare Advantage member experience, quality improvement, or health plan operations, including direct work with CAHPS, Star Ratings, grievances/appeals, or member engagement/retention initiatives
• Ability to lead initiatives across multiple business units and influence without authority
• Experience in managing large-scale, multi-stakeholder projects to successful completion
• Proficient in analyzing complex data sets and convert insights into actionable strategies that improve satisfaction and retention
• Strong project management ability to lead multi-stakeholder initiatives and deliver results within established timelines
• Excellent communication and facilitation skills, able to present complex concepts clearly to executives and cross-functional teams
• Ability to design, implement, and evaluate member engagement, onboarding, and retention programs
• Strong problem-solving abilities to identify root causes of member pain points and develop sustainable solutions
• Ability to influence without formal authority and drive alignment across diverse business units
• Skill in developing and maintaining member-facing forums such as Member Advisory Councils to capture insights