Director, Customer Experience - Medicare Advantage

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 Director of Customer Experience, you will lead the execution of Clover’s customer engagement strategy and ensure a seamless, high-quality experience for our Medicare Advantage members. You’ll champion a customer-first culture across Clover and our partners, using automation and AI to surface insights, streamline processes, and amplify the voice of the customer. Through this work, you’ll shape how members connect with Clover, driving meaningful improvements in satisfaction, trust, and overall experience.This is a full-time, onsite position based in North/NW Houston, TX.

Responsibilities:

Strategy and Leadership:
- Deliver a world class customer experience and build a team of high performing, motivated and quality driven Agents and Leads.
- Define a winning Cx strategy, focusing on Medicare Advantage members and providers.
- Stand up and manage a concierge call center for VIP and at-risk members.
- Identify and implement AI-driven solutions to enhance customer experience, such as leveraging AI for call center agents, customer self-service solutions, call quality monitoring, and sentiment analysis.
- Leverage AI to collect and analyze the voice of the customer resulting in preventative measures and real-time “Next Best Action” scenarios to enrich the experience.
- Establish an integrated and holistic feedback loop of the Voice of the Customer to the business.
Operational Oversight:
- Be accountable for understanding the direction of the company and its associated service needs.
- Work cross-functionally with peers in Sales, Marketing, Provider Engagement, Clinical Operations, Claims, Enrollment, etc. to coordinate and grow together, and cascade down to your team for a clear direction.
- Oversee and optimize the unification of our third party call center services, both stateside and offshore.
- Spearhead the creation, refinement, and oversight of Standard Operating Procedures and onboarding programs for customer service agents.
- Leverage AI to optimize training design, develop realistic simulation-based learning and role-play experiences, and implement co-pilot tools that empower agents to deliver exceptional service to members, providers, and brokers while maintaining consistency across training materials and knowledge repositories.
- Lead the design, development, and governance of all Standard Operating Procedures and agent onboarding programs. Utilize AI to enhance curriculum design, create synthetic training simulations for immersive learning and role-play, and deploy co-pilot (agent-in-the-loop) tools to elevate member, provider, and broker experiences across training content and DLP repositories.
- Work with Clover's Compliance Team to ensure regulatory compliance in our communications, research and respond to CTMs, and update monthly delegatory reporting.
- Work with IT operations to define a “no wrong door” approach and consistent, channel agnostic member journey.

Success in this role:

Deliver a high performing Call Center based in Houston, TX designed to integrate technology and AI powered tooling used by a high performing team of agents from diverse backgrounds but unified in purpose - delivering a gold standard in customer experience.
Establish yourself as the bar of excellence, deeply accountable to deliver improving metrics, and scaling solutions that meet the needs of our current and future customer demand.
Work cross functionally to understand Clover’s business and strategy and optimize through data analysis, reaching into the business to drive operational improvements and the execution of our short and long term goals.

You should get in touch if:

You identify as a highly accountable leader with 7+ years of call center experience in a “best in class” environment.
You have demonstrated experience owning the outcomes of a call center, scaling teams, and developing strategy from concept to implementation.
Experience in IVR, multi-customer environments serving both inbound and outbound calls.
You have a strong understanding of AI technologies and their application in customer experience, particularly within a call center environment.
You have advanced proficiency in data analysis and spreadsheet software (e.g., Microsoft Excel, Google Sheets) with experience handling large datasets.

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.

Base salary for this position ranges from $135,000–$175,000, with total compensation including a discretionary bonus linked to clear, impact-based metrics. This role rewards leaders who take ownership, drive measurable results, and elevate the customer experience through innovation and accountability. Final pay is based on several factors including but not limited to internal equity, market data, and the applicant’s education, work experience, certifications, etc.