Service Recovery Program Manager

Job Summary

A company is looking for a Service Recovery Program Manager to lead the development and implementation of a service recovery program aimed at enhancing member satisfaction and retention.

Key Responsibilities

• Design and build a scalable, data-driven service recovery program for Medicare Advantage members
• Develop a multi-year service recovery roadmap that aligns with enterprise goals
• Establish success metrics, SLAs, and KPIs for service recovery across various channels

Required Qualifications

• Bachelor's Degree or equivalent experience required
• 3-5+ years of experience in service operations, program management, or member experience, preferably in healthcare
• Demonstrated leadership ability to influence and drive others without authority
• Experience with service recovery principles, root cause analysis, and performance measurement
• Proficiency in quantitative and qualitative analysis, as well as service recovery tools and platforms