WPS—A health solutions company
Director, Customer Experience
WPS—A health solutions company, Trenton, New Jersey, United States
Overview
Director, Customer Experience (CX) at WPS—A health solutions company. This role is responsible for shaping, leading, and optimizing how customers interact across all touchpoints. It includes developing and delivering the vision and roadmap for customer experience, focusing on operational execution, alignment across business functions, measuring outcomes, and continuous improvement. The role defines processes, goals, and performance metrics in alignment with CMS requirements and standards. Success is measured by service quality, accuracy, efficiency, stakeholder satisfaction, compliance, collaboration, and consistently delivering an excellent customer experience. Role Snapshot
The Director of Customer Experience (CX) is responsible for shaping, leading, and optimizing how customers interact across all touchpoints. This strategic leadership role will be responsible for developing and delivering the vision and roadmap for customer experience. Focus will be placed on operational execution, ensuring alignment across business functions, measuring outcomes, and continuous improvement. This role will define key processes, goals, and performance metrics in alignment with CMS requirements, with a focus on meeting CMS standards. Success in this role will be measured by level of service quality, accuracy, efficiency, and stakeholder satisfaction, while also ensuring compliance, fostering team collaboration, and consistently driving excellent customer experience. Salary and Location
Salary Range
— $140,000 - $160,000 Work Location
— Remote work in the following approved states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin In This Role You Will
Define and execute a comprehensive vision and strategy for a seamless customer experience across all lines of business, aligned with CMS and organizational goals. Lead the development and implementation of customer experience initiatives, ensuring strategic alignment and measurable improvements in service quality, accuracy, and efficiency. Leverage customer data, feedback, and analytics to identify trends, measure satisfaction, and continuously optimize the customer journey. Define, monitor, and enhance customer-facing processes to ensure CMS standards compliance and optimize service delivery. Map the end-to-end customer journey, partner with internal departments to share information, identify root causes of friction points, and implement solutions that enhance the customer experience. Establish, track, and report on performance metrics, customer satisfaction scores, and other KPIs to inform decisions, demonstrate compliance, and drive continuous improvement. Build, mentor, and foster a customer-first culture across the division, ensuring employees are engaged and aligned with CX goals. Lead and mentor the Customer Experience team, fostering collaboration, accountability, and continuous improvement. Support career development, performance feedback, and drive capacity planning and management. Candidate Fit
Understand how Customer Experience (CX), culture, and process are connected. Have a passion for creating meaningful and exceptional customer experiences. Have a strong strategic mindset and project management skills. Are a visionary leader who cultivates and inspires high-performing teams through mentorship and engagement strategies. Communicate with confidence, clarity, and sound reasoning when discussing concerns, ideas, and suggestions with all levels of staff and management. What You Will Gain
Working in an environment that serves military personnel, veterans, guard, reserves, and Medicare beneficiaries. Be a voice for customers and promote a great customer experience. Opportunity to have a significant impact within a thriving organization. Working in a continuous performance feedback environment. Minimum Qualifications
Bachelor’s degree in Business Administration, Healthcare Administration, or related field. 7+ years of progressive experience in customer experience, operations, or compliance within healthcare, insurance, or government contracting with Medicare provider inquiries experience. 5+ years in a leadership role. 2+ years of Home Health and Hospice experience with customer service and/or provider outreach and education. Deep comprehension of customer experience methodologies, journey mapping, and analytics. Strong understanding of CMS regulations and customer experience requirements. Proven ability to lead cross-functional teams and deliver measurable improvements. Exceptional verbal and written communication skills to influence stakeholders at all levels. Strong strategic thinking, analytical, and problem-solving abilities. Knowledge of call center workforce management technology tools, such as CRM and Portal. Preferred Qualifications
Master’s degree in Business Administration, Healthcare Administration, or related field. Remote Work Requirements
Wired internet connection from router to computer; high-speed cable or fiber. Minimum 10 Mbps downstream and 1 Mbps upstream (speed test available). Please review Remote Worker FAQs for additional information. Benefits
Remote and hybrid work options available Performance bonus and/or merit increase opportunities 401(k) with full employer match for the first 3% and a 50% match for the next 2% Competitive paid time off Health, dental, and telehealth services start Day 1 Professional and Leadership Development Programs Review additional benefits: https://www.wpshealthsolutions.com/careers/fulltime_benefits.shtml Who We Are
WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor. WPS offers health plans and processes claims for Medicare beneficiaries and supports military personnel. We have a long history of serving the public and are proud to be military and veteran ready. Culture Drives Our Success WPS fosters an open and empowering employee experience emphasizing engagement, diversity, and collaboration to fuel agility and innovation on high-performing teams.
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Director, Customer Experience (CX) at WPS—A health solutions company. This role is responsible for shaping, leading, and optimizing how customers interact across all touchpoints. It includes developing and delivering the vision and roadmap for customer experience, focusing on operational execution, alignment across business functions, measuring outcomes, and continuous improvement. The role defines processes, goals, and performance metrics in alignment with CMS requirements and standards. Success is measured by service quality, accuracy, efficiency, stakeholder satisfaction, compliance, collaboration, and consistently delivering an excellent customer experience. Role Snapshot
The Director of Customer Experience (CX) is responsible for shaping, leading, and optimizing how customers interact across all touchpoints. This strategic leadership role will be responsible for developing and delivering the vision and roadmap for customer experience. Focus will be placed on operational execution, ensuring alignment across business functions, measuring outcomes, and continuous improvement. This role will define key processes, goals, and performance metrics in alignment with CMS requirements, with a focus on meeting CMS standards. Success in this role will be measured by level of service quality, accuracy, efficiency, and stakeholder satisfaction, while also ensuring compliance, fostering team collaboration, and consistently driving excellent customer experience. Salary and Location
Salary Range
— $140,000 - $160,000 Work Location
— Remote work in the following approved states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin In This Role You Will
Define and execute a comprehensive vision and strategy for a seamless customer experience across all lines of business, aligned with CMS and organizational goals. Lead the development and implementation of customer experience initiatives, ensuring strategic alignment and measurable improvements in service quality, accuracy, and efficiency. Leverage customer data, feedback, and analytics to identify trends, measure satisfaction, and continuously optimize the customer journey. Define, monitor, and enhance customer-facing processes to ensure CMS standards compliance and optimize service delivery. Map the end-to-end customer journey, partner with internal departments to share information, identify root causes of friction points, and implement solutions that enhance the customer experience. Establish, track, and report on performance metrics, customer satisfaction scores, and other KPIs to inform decisions, demonstrate compliance, and drive continuous improvement. Build, mentor, and foster a customer-first culture across the division, ensuring employees are engaged and aligned with CX goals. Lead and mentor the Customer Experience team, fostering collaboration, accountability, and continuous improvement. Support career development, performance feedback, and drive capacity planning and management. Candidate Fit
Understand how Customer Experience (CX), culture, and process are connected. Have a passion for creating meaningful and exceptional customer experiences. Have a strong strategic mindset and project management skills. Are a visionary leader who cultivates and inspires high-performing teams through mentorship and engagement strategies. Communicate with confidence, clarity, and sound reasoning when discussing concerns, ideas, and suggestions with all levels of staff and management. What You Will Gain
Working in an environment that serves military personnel, veterans, guard, reserves, and Medicare beneficiaries. Be a voice for customers and promote a great customer experience. Opportunity to have a significant impact within a thriving organization. Working in a continuous performance feedback environment. Minimum Qualifications
Bachelor’s degree in Business Administration, Healthcare Administration, or related field. 7+ years of progressive experience in customer experience, operations, or compliance within healthcare, insurance, or government contracting with Medicare provider inquiries experience. 5+ years in a leadership role. 2+ years of Home Health and Hospice experience with customer service and/or provider outreach and education. Deep comprehension of customer experience methodologies, journey mapping, and analytics. Strong understanding of CMS regulations and customer experience requirements. Proven ability to lead cross-functional teams and deliver measurable improvements. Exceptional verbal and written communication skills to influence stakeholders at all levels. Strong strategic thinking, analytical, and problem-solving abilities. Knowledge of call center workforce management technology tools, such as CRM and Portal. Preferred Qualifications
Master’s degree in Business Administration, Healthcare Administration, or related field. Remote Work Requirements
Wired internet connection from router to computer; high-speed cable or fiber. Minimum 10 Mbps downstream and 1 Mbps upstream (speed test available). Please review Remote Worker FAQs for additional information. Benefits
Remote and hybrid work options available Performance bonus and/or merit increase opportunities 401(k) with full employer match for the first 3% and a 50% match for the next 2% Competitive paid time off Health, dental, and telehealth services start Day 1 Professional and Leadership Development Programs Review additional benefits: https://www.wpshealthsolutions.com/careers/fulltime_benefits.shtml Who We Are
WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor. WPS offers health plans and processes claims for Medicare beneficiaries and supports military personnel. We have a long history of serving the public and are proud to be military and veteran ready. Culture Drives Our Success WPS fosters an open and empowering employee experience emphasizing engagement, diversity, and collaboration to fuel agility and innovation on high-performing teams.
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