Manager, Member Service Guide

Job Description A bit about this role: You’ll be part of Devoted Health ’s Member Service organization, leading a team of Supervisors and Member Service Guides who support members through the complexities of healthcare with empathy, accuracy, and care. This team sits at the center of the member experience, partnering closely with cross-functional groups to deliver high-quality, scalable service. In this role, you’ll balance people leadership with operational and strategic execution—owning team performance, driving continuous improvement, and helping translate evolving business priorities, including AI-enabled workflows, into meaningful day-to-day impact. You will play a critical role in leading through rapid growth and change, ensuring your team remains effective, engaged, and adaptable. Your Responsibilities and Impact will include: Build, coach, and develop a team of Supervisors and Guides, ensuring strong performance, engagement, and growth across teams. Leverage data, trends, and insights to identify opportunities, diagnose root causes, and drive meaningful improvements across people, process, and product. Own performance across multiple teams, ensuring service levels, quality standards, and operational goals are consistently met. Lead key projects and operational initiatives from ideation through execution, ensuring they drive measurable impact. Partner cross-functionally (Training, Quality, Technology, Workforce Management, Clinical, Product) to strengthen operations an