Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.

Job Summary

The Manager, Digital Customer Experience (DCX) is part of the Customer Experience (CX) Department within Operations. This role is responsible for strategic planning, implementation and portfolio management functions that elevate the digital customer experience. Omnichannel digital engagement includes mobile, self-service portals, SMS text, chat, artificial intelligence, relationship management tools, digital health literacy program, and others. The role facilitates DCX vision alignment and delivery across multiple lines of business and teams (e.g., customer experience, product/information services, business operations, provider management, marketing, etc.).

Essential Responsibilities

Strategic Planning and Analytics

• Facilitate planning activities to support DCX leadership in defining CareOregon's DCX strategies.
• Support DCX leadership in strategy alignment, integration, and execution across CareOregon.
• Manage development of DCX roadmap and priorities by incorporating the voice of the customer (VoC), facilitating business prioritization, and aligning DCX partners.
• Provide direction to Experience Design Strategist(s) and additional staff as team expands, in understanding the voice of the customer, defining business requirements, and portfolio oversight.
• Partner with product owners and digital partners to outline strategies for digital experience platforms, products, and services.
• Leverage qualitative and quantitative data (e.g., market research and operational data) to understand VoC and customer journey.
• Direct and conduct market intelligence, including digital health trends, and incorporate into planning.
• Develop business cases to advance digital customer experiences.

Program Development, Governance, and Leadership

• Work cross-functionally with partners to define, track, and achieve KPIs.
• Provide programmatic and operational leadership support for DCX.
• Develop policies and procedures for relevant programs and day-to-day operations.
• Manage DCX governance by facilitating VP-level executive meetings and decision-making process.

Portfolio Management

• Drive digital experience transformation by overseeing multiple digital experience initiatives.
• Build the digital experience portfolio infrastructure, including directing dashboard and SharePoint creation.
• Send regular communications to stakeholders relating to DCX overall performance and initiatives.
• Oversee day-to-day program operations.
• Address DCX program and project needs to successful resolution (includes developing and communicating mitigation plans and escalating to Director, DCX as needed).
• Monitor resource allocation and team needs to achieve high quality and timely project work.

Business Operations

• Represent the VoC (i.e., members and providers) in collaborations with technical and operational teams to develop value-added tools and services for CareOregon customers.
• Build effective partnerships with CareOregon departments and affiliated organizations to define and deliver on integrated digital experience goals.
• Partner with health plan teams on operational dependencies for implementing digital solutions.
• Facilitate the negotiation and resolution of competing business priorities when they occur.
• Provide change management leadership.

Continuous Improvement

• Identify and promote best practices across initiatives within the digital experience portfolio.
• Work collaboratively with CX and DCX partners to regularly assess and improve systems, procedures, and processes.
• Create tools to continuously improve program/portfolio operations.

Employee Supervision

• Manage team and recommend team direction and goals in alignment with the organizational mission, vision, and values.
• Identify work and staffing needs to meet work expectations; recruit and hire, using an equity, diversity, and inclusion lens.
• Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations.
• Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff.
• Train, supervise, motivate, and coach employees; provide support toward employee development.
• Incorporate guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making.
• Ensure team adheres to department and organizational standards, policies, and procedures.
• Evaluate employee performance and provide regular feedback to support success; recognize strong performance and address performance gaps and accountability (corrective action).
• Perform supervisory tasks in collaboration with Human Resources as needed.

Organizational Responsibilities

• Perform work in alignment with the organization's mission, vision and values.
• Support the organization's commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
• Strive to meet annual business goals in support of the organization's strategic goals.
• Adhere to the organization's policies, procedures and other relevant compliance needs.
• Perform other duties as needed.

Experience and/or Education

Required

• Minimum 5 years' experience related to consumer/provider digital experience, digital transformation, innovation, strategic planning, healthcare strategy or management consulting
• 2 years' experience leading projects/programs and teams

Preferred

• Minimum 2 years' experience in a supervisory position or minimum 1 year experience in a supervisory position with completion of CareOregon's Aspiring Leaders Program

• Experience developing a digital health strategy pertaining to consumer health plan services, or value-based care
• Experience managing a digital health portfolio

Knowledge, Skills and Abilities Required

Knowledge

• Knowledge of digital customer experience competitive market, trends, and best practices
• Familiarity with digital health equity concepts

Skills and Abilities

• Skill in developing business cases that support strategic roadmap initiatives in both a quantitative and qualitative manner
• Ability to work within highly matrixed work teams
• Ability to understand health insurance plans and operations
• Skill in leveraging change management best practices to support evolving culture, making change stick, and driving adoption
• Strong oral and written communication skills including presentation skills and the ability to clearly articulate concepts to staff, partners, and stakeholders
• Strong ability to organize, prioritize, and manage multiple projects within a portfolio
• Strong ability to manage all technical and non-technical elements in bringing digital experiences to market
• Ability to support and comply with organizational policies, procedures, and guidelines
• Ability to remain flexible, positive, and adaptable
• Ability to solve problems creatively
• Ability to motivate and guide team and cross-department partners toward goal attainment
• Ability to build productive professional relationships, hold staff accountable and resolve conflicts successfully
• Ability to use computer-based programs and project management tools.
• Ability to work effectively with diverse individuals and groups

• Ability to learn, focus, understand, and evaluate information and determine appropriate actions
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day
• Ability to hear and speak clearly for at least 3-6 hours/day

Working Conditions

Work Environment(s): Indoor/Office Community Facilities/Security Outdoor Exposure

Member/Patient Facing: No Telephonic In Person

Hazards: May include, but not limited to, physical and ergonomic hazards.

Equipment: General office equipment

Travel: May include occasional required or optional travel outside of the workplace; the employee's personal vehicle, local transit or other means of transportation may be used.

#LI-Remote

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.

Veterans are strongly encouraged to apply.

We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.

Visa sponsorship is not available at this time.