Senior Manager Of Grievances And Medicare Complaints

TL;DR

Senior Manager of Grievances and Medicare Complaints: Leading and transforming the Grievance and Medicare Complaints operations at hirify.global with an accent on regulatory compliance and delivering meaningful outcomes for members. Focus on building AI-enabled workflows, embedding agents into complaint resolution, and shifting from reactive operations to proactive prevention.

Location: Remote (USA)

Salary: $105,000-$135,000

Company

hirify.global is on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family.

What you will do

• Own end-to-end CTM and Grievance performance, including KPIs, compliance, and QA strategy.
• Lead complex problem-solving, using data to identify root causes and build scalable solutions.
• Drive adoption of new tools and AI-enabled workflows across teams.
• Translate complaint, audit, and operational data into insights for upstream improvements.
• Build and standardize operating models, processes, and reporting for consistent execution.
• Partner cross-functionally with Product, Engineering, Clinical, and Operations to influence improvements.

Requirements

• Bachelor’s degree or 7+ years of experience in healthcare, operations management, or a related field.
• Proven ability to lead large, complex operations and deliver measurable performance outcomes.
• Experience building leaders and aligning diverse stakeholders in dynamic environments.
• Ability to turn ambiguous data into structure and clear, actionable plans.
• Early adopter of AI and automation tools with experience building or partnering to deploy solutions in regulated settings.

Nice to have

• Experience supporting or responding to regulatory audits, with CMS experience as a plus.
• Familiarity with complaint resolution, grievance workflows, or service operations.
• Experience leading operational transformations, including process redesign and technology adoption.
• Background in call center, service operations, or member experience environments.

Culture & Benefits

• Employer-sponsored health, dental, and vision plan with low or no premium.
• Generous paid time off.
• $100 monthly mobile or internet stipend.
• Stock options for all employees.
• Bonus eligibility for all roles excluding Director and above.
• Parental leave program and 401K program.