Customer Experience Manager

Customer Experience Manager

Location: 4345 N Lincoln Blvd, Oklahoma City, OK 73105

Salary: $72,000/annually

Work Schedule: Monday Friday

Primary Hours: 8:00 a.m. 5:00 p.m.

The Oklahoma Health Care Authority (OHCA) works to ensure Oklahomans have access to better health and better care. The agency's core values include passion for purpose, trust and transparency, empowerment and accountability, best in class and outcome-driven, and servant leadership.

Position Purpose

The Customer Experience Manager is responsible for overseeing various operations within the organization, ensuring efficiency and effectiveness in areas such as customer experience, compliance, mail and copy center, time management, and training and auditing. This role requires strong leadership, communication, and organizational skills to drive performance and achieve organizational goals.

Essential Functions May Include:

• Ensure call performance standards are monitored and met, including telephone call quality, response time, and call abandonment rate.
• Ensure compliance with HIPAA regulations and internal policies, including annual training and reviews.
• Oversee internal mail operations, inventory management, and coordination with printing services.
• Assure adequate phone coverage for the call center, monitor employee attendance, and manage time accrual reports.
• Develop training opportunities based on call quality measurements and conduct focus audits to ensure continuous improvement.
• Other duties as assigned.

Supervisory Responsibilities: This position has supervisory responsibilities.

Knowledge, Skills, Abilities and Competency Requirements

This position requires in-depth knowledge of call center operations, performance metrics, HIPAA and regulatory compliance, inventory and internal mail operations, employee scheduling, training, and auditing practices. The role must be able to analyze high volumes of complex or competing information, evaluate call performance data, identify opportunities for improvement, and ensure operational and regulatory requirements are consistently met. Strong leadership, communication, collaboration, and conflict resolution skills are essential for effectively directing work, building teams, developing employees, and working with diverse stakeholders. The position also requires strong time management, sound decision-making, accountability, self-awareness, and the ability to take on new challenges with urgency and a results-oriented approach. Key competencies include Manages Complexity, Drives Results, Decision Quality, Builds Effective Teams, Ensures Accountability, Demonstrates Self-Awareness, and Action Oriented.

**To be considered for this position your application must include a resume/CV with complete work and education history.**

Education and/or Experience:

• A Master's degree and 2 years of professional experience OR
• A bachelor's degree and 3 years of professional experience OR
• An equivalent combination of education and experience, substituting 1 year of professional level experience for each year of the required education.

Preference Qualifications Include:

• Certifications in any of these areas: Certified Call Center Manager (CCCM), Certified Customer Experience Professional (CCXP), Certified HIPAA Professional (CHP), Project Management Professional (PMP), Six Sigma Green Belt or Lean Certification
• Advanced degrees in Business Administration or Management

Physical Demands and Work Environment

Work is typically performed in an office setting with climate-controlled settings and exposure to moderate noise levels. In the course of performing job duties, employees are required to speak, stand, walk, and reach with their hands and arms. This position requires extended periods of sitting and daily use of computers and phones. Employees must be willing to complete all job-related travel associated with this position. Being present at the office is an essential function of this position.

Accommodation Statement

The Oklahoma Health Care Authority complies with applicable State and Federal civil rights laws and does not discriminate. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, disability, age, national origin, or genetic information. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Civil Rights Coordinator at View phone number on click.appcast.io.

Notice to applicants:

Please add View email address on click.appcast.io to the address book or "safe-senders" list in your email. All correspondence will come from this address. Be sure to check your junk folder. If you have questions about the status of your application, you can contact the HR team at View phone number on click.appcast.io.

Note : Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Current State of Oklahoma employees must apply for open positions internally through Workday Jobs Hub.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.