Job Description

A bit about this role:
At Devoted Health, our Member Service Guides make a difference every day in the complex world of healthcare. Whether helping members understand their benefits, coordinating outreach, resolving issues, or supporting medication needs, our Guides are at the heart of our service.

As a Manager, Member Service Guide, you’ll lead and develop a team of Supervisors and Guides to deliver exceptional member experiences that reflect Devoted’s mission: to treat every member like family. You’ll balance people leadership with operational excellence, ensuring your team meets goals, maintains quality, and continuously improves how we serve.

You’ll also plan, organize, and coordinate work across your team and cross-functional partners, turning strategy into action through strong project and people management.

Your Responsibilities and Impact will include:

People and Performance Leadership:

• Lead and develop a team of Supervisors and Guides by providing coaching, feedback, and mentorship that supports performance, growth, and engagement.
  

• Build a culture grounded in trust, care, and accountability, where every team member feels valued and empowered to deliver exceptional service.
  

• Establish clear standards of excellence by designing frameworks, playbooks, and tools that enable consistent performance and scalable development.
  

• Set clear goals and expectations, using 1:1s, side-by-sides, and data-driven feedback to guide improvement and recognize success.
  

• Identify and share best practices that promote consistency, elevate the member experience, and reinforce Devoted’s mission and values.
  

Operational & Strategic Execution:

• Oversee day-to-day operations, ensuring schedules, workflows, and service goals are met through proactive planning and coordination.
  

• Leverage data, metrics, and trends to anticipate challenges, evaluate performance, and drive ongoing improvement.
  

• Plan and execute initiatives and projects that improve efficiency, quality, and member outcomes—from pilot design to scaled implementation.
  

• Collaborate with peers and cross-functional stakeholders (Training, Quality, Technology, Workforce Management, Clinical, and Analytics) to strengthen outcomes and enhance the end-to-end member journey.
  

• Refine processes, tools, and documentation to support operational effectiveness, compliance, and scalability.

Attributes for Success

• You’re a reliable and present leader who shows up for your team and our members.
  

• You’ve successfully coached and developed others toward measurable outcomes.
  

• You thrive in a fast-paced, evolving environment and proactively solve problems.
  

• You’re adaptable and open to change, always willing to iterate as we grow.
  

• You lead with empathy and curiosity, driven to improve experiences for both members and colleagues.

Required Skills and Experience

• 3+ years of experience leading front-line teams in a customer-focused or healthcare setting.
  

• Demonstrated ability to coach and develop both leaders and front-line staff.
  

• Proven success driving results through data, metrics, and continuous improvement.
  

• Strong communication and interpersonal skills, with the ability to motivate, influence, and build strong relationships across teams.
  

• A proactive, solutions-oriented mindset with the ability to manage multiple priorities.

Preferred Skills and Experience

• Experience in Medicare Advantage or healthcare operations.
  

• Familiarity with contact center metrics and workforce management tools.
  

• Strong analytical skills and the ability to turn data into actionable insights.
  

• Comfortable working in cross-functional, matrixed environments.
  
  Salary Range: $75,000-90,000 / year
  
  #LI-Remote

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• 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; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce.

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.