Senior Manager of Grievances and Medicare Complaints

Job Description

A Bit About This Role:

As the Senior Manager of Grievances and Medicare Complaints at Devoted Health, you will lead one of the most operationally complex and highest-stakes functions in the company — and help transform it. This role is equal parts execution and reinvention. You will own end-to-end performance across our Grievance and Medicare Complaints operations, drive regulatory compliance, and deliver meaningful outcomes for members at scale.

What makes this role different is the opportunity ahead. We are actively building AI-enabled workflows, embedding agents into how we resolve complaints and identify risk, and shifting from reactive operations to proactive prevention. You don't need to have done this before, but you need to be the kind of leader who figures it out, leans into it, and brings others along with you.

Your Responsibilities and Impact Will Include:

• Own end-to-end CTM and Grievance performance — KPIs, compliance, QA strategy, and execution across the full ecosystem

• Lead complex problem solving, using data and structured thinking to identify root causes and build scalable, enterprise-level solutions

• Drive adoption of new tools and ways of working — including AI-enabled workflows — across teams that may be skeptical or stretched

• Translate complaint, audit, and operational data into insights that drive upstream improvements and reduce risk before it reaches CMS

• Build and standardize operating models, processes, and reporting that enable consistent, scalable, and audit-ready execution

• Partner cross-functionally with Product, Engineering, Clinical, and Operations to influence benefit design, claims processes, and member experience based on what the complaint data is telling us

• Lead large-scale operations while driving transformation — balancing near-term execution with longer-term process and technology improvements

• Develop and coach leaders, building capability, accountability, and organizational strength in a fast-moving environment

• Lead resource and capacity strategy, including budgeting and technology investments to improve efficiency and outcomes

Required Skills and Experience:

• Education/Experience: Bachelor’s degree or 7+ years of experience in healthcare, operations management, or a related field.

• Operational Excellence: Proven ability to lead large, complex operations and deliver measurable performance outcomes.

• Strategic Leadership: Experience building leaders and aligning diverse stakeholders to set direction in dynamic environments.

• Analytical Problem-Solving: Ability to turn ambiguous data into structure and clear, actionable plans.

• Tech-Forward Mindset: Early adopter of AI and automation tools with experience building, using, or partnering to deploy solutions that improve speed and accuracy in regulated settings.

Desired Skills and Experience:

• Regulatory Experience: Supporting or responding to regulatory audits — CMS experience a plus

• Domain Familiarity: Complaint resolution, grievance workflows, or service operations

• Transformation Experience: Leading operational transformations — process redesign, technology adoption, or workflow automation — even outside of AI specifically

• Operations Background: Call center, service operations, or member experience environments

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Salary Range: $105,000-$135,000

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium