Customer Experience Performance and Enablement Manager (Healthcare)

Location: Houston, Texas, United States; hybrid role. The member experience center operates from 8:00am to 8:00pm local time, with rotating coverage and weekend coverage during peak season.

Base salary: $107,700–$140,000 USD annually, plus equity opportunities and performance-based bonus.

Company

hirify.global combines healthcare data, analytics, software, and human support to improve care and health insurance outcomes for its members.

What you will do

• Lead the Houston quality assurance program, including the QA team, evaluation volumes, scoring rubric, calibration, reporting, coaching, and training partnerships.
• Own forecasting, scheduling, real-time management, coverage planning, staffing reports, and schedule adherence for inbound and outbound contact center work.
• Identify and lead operational improvements that reduce handle time, errors, and rework while improving member and agent experience.
• Represent the center to Product and Engineering by gathering feedback, prioritizing requirements, testing releases, and communicating product changes.
• Own telephony, CRM, WFM, QA, and reporting tools, including configuration, access, vendor and IT relationships, KPI definitions, dashboards, and data accuracy.
• Lead responsible AI adoption by identifying use cases, piloting functionality, training frontline teams, measuring results, and partnering on governance.

Requirements

• 5+ years of experience in a contact center environment, including hands-on experience in quality assurance, workforce management, or operations.
• 2+ years of experience leading a team.
• Experience with forecasting, scheduling, and real-time management tools.
• Experience creating and managing QA programs, rubrics, and calibration processes.
• Ability to own tools and process improvement, translate data into clear recommendations, and work with senior stakeholders.
• Curiosity about AI and experience introducing new technology to frontline teams.
• Excellent analytical, written, and verbal communication skills.

Nice to have

• Bilingual proficiency in English and Spanish.

Culture & Benefits

• Hybrid work environment with rotating coverage aligned to 8:00am–8:00pm local center hours; coverage spans Monday–Friday from April 1 to October 1 and Monday–Sunday from October 1 to March 31.
• Competitive base salary, equity opportunities, performance-based bonus, 401(k) matching, and regular compensation reviews.
• Medical, dental, and vision coverage, flexible time off, mental health resources, monthly company holidays, and No-Meeting Fridays.
• Learning programs, mentorship, professional development funding, and regular performance feedback.
• Employee Stock Purchase Plan and paid parental leave for all new parents.