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
• Analy