Customer Experience & Operations Manager Strategic Leadership for AIPowered

About careerzynithcareerzynith is on a mission to transform the way consumers interact with the healthcare system. By harnessing cuttingedge artificial intelligence and leveraging new regulations that demand price transparency and data access, careerzynith delivers an allinone service that saves time, money, and stress related to health insurance and medical bills. In a landscape where medical billing errors affect more than 40% of statements, insurance denials affect 17% of claims, and medical debt burdens 100million Americans, careerzynith provides a lifeline that empowers people to take control of their healthrelated finances. Founded by veterans of a pioneering healthtech company, careerzynith brings deep industry expertise, a culture of relentless member focus, and a proven track record of scaling technology platforms from inception through IPO. Backed by visionary investors and a robust funding runway, careerzynith is positioned to make a lasting impact on the entire healthcare journeyfrom selecting insurance plans to negotiating medical billswhile always standing on the side of the consumer. Why This Role Matters At the heart of careerzyniths value proposition is a dedicated team of healthcare advocates who translate complex insurance language into clear, actionable guidance for members. As the Customer Experience & Operations Manager, you will be the strategic architect who ensures that this team operates at peak efficiency, delivers exceptional service quality, and continuously evolves through datadriven insights and automation. Your work will directly influence the speed and accuracy of case resolutions, the tone and clarity of customer communications, and the scalability of the operation as careerzynith expands its reach. Key Responsibilities Team Leadership & Management Recruit, onboard, and mentor a highperforming cohort of healthcare advocates, fostering a culture of accountability, empathy, and continuous improvement.Set clear performance metrics, conduct regular coaching sessions, and implement recognition programs that celebrate both individual and team successes.Facilitate crossfunctional collaboration with product, engineering, and compliance teams to ensure advocates have the tools and knowledge they need.Process Optimization Map endtoend case workflows, identify bottlenecks, and redesign processes to reduce average handling time while maintaining or improving resolution quality.Develop and maintain a library of SOPs, templates, and knowledgebase articles that empower advocates to handle a wide variety of claim scenarios efficiently.Leverage AIdriven insights to automate repetitive tasks, such as data extraction from medical statements, claim status tracking, and routine followups.Product & Strategy Collaboration Partner with product managers and engineers to translate frontline feedback into feature enhancements, new automation opportunities, and userexperience improvements.Participate in sprint planning, backlog grooming, and product roadmapping sessions to align operational priorities with product development cycles.Champion the voice of the customer within careerzynith, ensuring that every product decision is grounded in realworld advocacy challenges.DataDriven Decision Making Design and monitor dashboards that track key performance indicators (KPIs) such as case resolution time, firstcontact resolution rate, customer satisfaction (CSAT), and net promoter score (NPS).Conduct rootcause analyses on recurring issues, presenting actionable recommendations to senior leadership.Run A/B tests on communication scripts, workflow changes, and automation features to validate impact before full rollout.Essential Qualifications Strategic & Analytical Mindset:Demonstrated ability to dissect complex processes, uncover inefficiencies, and design scalable solutions. CustomerCentric Focus:Proven track record of elevating customer experience through thoughtful communication and service design. Leadership Experience:47 years of experience managing teams in operations, consulting, customer success, or related fields, with a reputation for building hightrust environments. Educational Background:Bachelors degree in Business Administration, Engineering, Mathematics, Operations Management, or a closely related discipline. Data Literacy:Comfortable working with analytics tools (e.g., SQL, Tableau, Looker) and translating data insights into operational improvements. Preferred Qualifications (Not Mandatory) Experience in the healthcare or he .