REMOTE - Manager, Speech Analytics and Insights - R13101

Job Summary

The Manager, Speech Analytics and Insights collaborates with the Service Excellence team to continuously improve the experience for our customers (Member & Provider), driving innovation and efficiencies within the call center. They will play a key role in exploring and applying AI capabilities to improve how we collect, analyze, and act on customer insights.

Essential Functions

• Evolve our enterprise Voice of the Customer (VoC) and Customer Experience (CX) programs across all lines of business.
• Explore and experiment with new methods, tools and automation for gathering Member, Provider and Specialist sentiment to deliver actionable insights and optimize efficiencies.
• Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives.
• Define and prioritize the AI roadmap, in partnership with our Service Excellence leaders, for call center initiatives.
• Define success metrics, measure outcomes, and track AI initiative impact over time.
• Stay up to date on AI trends and emerging best practices for customer research, insight mining, and agent-based workflows.
• Manage call center analysis efforts, to identify current capabilities and opportunities for improvement, that drives measurement, prioritization and implementation of identified opportunities.
• Outline a strategy for aggregating complex data to create compelling visual stories, taking into consideration market-specific nuances, using PowerPoint charts, dashboards and presentations with clear and actionable insights that influence executive decision-making.
• Prepare stakeholder briefing materials, demos, and use case summaries.
• Act as the liaison, and manage the relationship, with our call monitoring vendor to ensure we’re receiving the maximum benefits from the tool.
• Lead and mentor Voice of the Customer Insights Analysts.
• Perform any other job related duties as requested.

Education And Experience

• Bachelor's degree in Marketing, Business, Communications, a health care field, or other related field required.
• Equivalent years of relevant work experience may be accepted in lieu of required education.
• Five (5) years Customer service experience related to healthcare payer dealing with both members and providers required.
• Three (3) years Leadership experience required.

Competencies, Knowledge and Skills

• Proficiency in Microsoft Excel and PowerPoint is required.
• Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred.
• Excellent communication and stakeholder engagement skills.
• Strong ability to communicate and collaborate with stakeholders across different levels.
• Familiarity with creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred.
• Ability to analyze processes and produce recommendations for improvements.
• Ability to develop, prioritize, accomplish goals and the capability to work independently.
• Strong leadership, interpersonal and active listening skills.
• Proven ability to coach and inspire direct reports to achieve required goals and key performance indicators.

Compensation Range

$83,000.00 - $132,800.00

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance.

We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Working Conditions

General office environment; may be required to sit or stand for extended periods of time. Ability to travel as required by the needs of the business.

Competencies

• Fostering a Collaborative Workplace Culture - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the Business