Manager, Member Service Guide

Job Description

A bit about this role:
At Devoted Health, our Member Service Guides make a difference every day in the complex world of healthcare. Whether helping members understand their benefits, coordinating outreach, resolving issues, or supporting medication needs, our Guides are at the heart of our service.

As a Manager, Member Service Guide, you’ll lead and develop a team of Supervisors and Guides to deliver exceptional member experiences that reflect Devoted’s mission: to treat every member like family. You’ll balance people leadership with operational excellence, ensuring your team meets goals, maintains quality, and continuously improves how we serve.

You’ll also plan, organize, and coordinate work across your team and cross-functional partners, turning strategy into action through strong project and people management.

Your Responsibilities and Impact will include:

People and Performance Leadership:

• Lead and develop a team of Supervisors and Guides by providing coaching, feedback, and mentorship that supports performance, growth, and engagement.
   

• Build a culture grounded in trust, care, and accountability, where every team member feels valued and empowered to deliver exceptional service.
   

• Establish clear standards of excellence by designing frameworks, playbooks, and tools that enable consistent performance and scalable development.
   

• Set clear goals and expectations, using 1:1s, side-by-sides, and data-driven feedback to guide improvement and recognize success.
   

• Identify and share best practices that promote consistency, elevate the member experience, and reinforce Devoted’s mission and values.
   

Operational & Strategic Execution:

• Oversee day-to-day operations, ensuring schedules, workflows, and service goals are met through proactive planning and coordination.
   

• Leverage data, metrics, and trends to anticipate challenges, evaluate performance, and drive ongoing improvement.
   

• Plan and execute initiatives and projects that improve efficiency, quality, and member outcomes—from pilot design to scaled implementation.
   

• Collaborate with peers and cross-functional stakeholders (Training, Quality, Technology, Workforce Management, Clinical, and Analytics) to strengthen outcomes and enhance the end-to-end member journey.
   

• Refine processes, tools, and documentation to support operational effectiveness, compliance, and scalability.

Attributes for Success

• You’re a reliable and present leader who shows up for your team and our members.
   

• You’ve successfully coached and developed others toward measurable outcomes.
   

• You thrive in a fast-paced, evolving environment and proactively solve problems.
   

• You’re adaptable and open to change, always willing to iterate as we grow.
   

• You lead with empathy and curiosity, driven to improve experiences for both members and colleagues.

Required Skills and Experience

• 3+ years of experience leading front-line teams in a customer-focused or healthcare setting.
   

• Demonstrated ability to coach and develop both leaders and front-line staff.
   

• Proven success driving results through data, metrics, and continuous improvement.
   

• Strong communication and interpersonal skills, with the ability to motivate, influence, and build strong relationships across teams.
   

• A proactive, solutions-oriented mindset with the ability to manage multiple priorities.

Preferred Skills and Experience

• Experience in Medicare Advantage or healthcare operations.
   

• Familiarity with contact center metrics and workforce management tools.
   

• Strong analytical skills and the ability to turn data into actionable insights.
   

• Comfortable working in cross-functional, matrixed environments.
  
  Salary Range:  $75,000-90,000 / year
  
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Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for th