CX Performance Optimization Leader

at Clover Health

Houston, United States

At Clover Health, we are committed to providing high-quality, affordable, and easy-to-understand healthcare plans for America’s seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant, a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each member’s complete health history, we ensure better care at a lower cost—delivering the highest value to those who need it most.

As the CX Performance Optimization Leader, you will be responsible for driving operational excellence and continuous improvement across Clover’s customer experience organization. You’ll lead initiatives that elevate quality, optimize workforce capacity, and strengthen learning programs that empower our frontline teams to deliver exceptional, empathetic, and efficient service to our members. This is a full-time, onsite position based in Northwest Houston, TX.

Responsibilities

Lead the design and execution of data-driven performance optimization initiatives across the CX organization.
Serve as a key thought partner to CX and Operations leadership, aligning execution with strategic business goals.
Build and mentor high-performing teams across Quality Assurance (QA), Workforce Management (WFM), and Training functions.
Partner cross-functionally with Product, Engineering, Analytics, and Operations to drive member-centric innovation and process improvement.
Develop and oversee a comprehensive QA framework that measures accuracy, compliance, and empathy in all member interactions.
Establish clear, actionable performance metrics and dashboards to monitor agent, team, and channel performance.
Collaborate with analytics teams to translate insights into targeted performance improvements.
Conduct regular calibration sessions to ensure alignment between quality standards and customer expectations.
Oversee forecasting, scheduling, and staffing strategies to balance efficiency with high member satisfaction.
Implement WFM tools and processes to optimize staffing based on call volume trends, productivity metrics, and channel demand.
Partner with Finance and Operations to align workforce planning with budgets and headcount strategies.
Continuously refine capacity models to support growth, seasonality, and evolving member needs.
Design and champion a continuous learning culture with structured programs that enhance agent performance, leadership capability, and engagement via microlearning, hands-on coaching and consistent feedback loops.
Partner with QA and Operations to identify skill gaps and create targeted training interventions.
Measure training effectiveness using post-training assessments and performance analytics.

Success in This Role Looks Like

A high-performing, technology-enabled CX organization that consistently exceeds quality and satisfaction benchmarks.
Demonstrable improvement in customer satisfaction, QA results, and forecast accuracy.
Increased operational efficiency and reduced handle time and attrition through targeted performance initiatives.
Engaged, empowered agents who deliver a gold-standard experience to every Clover member.

You Should Get in Touch If

You are an experienced CX leader (8+ years) with a proven record in quality, workforce, or training management within a complex, multi-channel environment.
You have a strong analytical mindset and proficiency with WFM tools (e.g., NICE, Verint, Genesys) and performance analytics platforms.
You excel at building scalable processes, leading cross-functional initiatives, and fostering a culture of continuous improvement.
You’re an exceptional communicator and collaborator with the ability to connect strategy, process, and people.
You have a Bachelor’s degree in Business, Operations, or a related field (Master’s preferred) or equivalent.
You are curious about technology and open to leveraging AI-driven tools to improve efficiency and customer experience.
You have strong organizational, communication, and problem-solving skills.

Benefits Overview:

Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy.
Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks:

Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
Paid parental leave for all new parents
And much more!

About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.

We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare.

From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.