Product Operations Manager, Member Experience

At Clover, the Business Enablement team leads our technological advancement while ensuring robust security and compliance. We deliver user-friendly corporate applications, manage complex data ecosystems, and provide efficient tech solutions across the organization. Our goal is simple: we make it easy for the business to do what’s right for Clover. Clover Health's Member Experience organization is the front door to Clover for our Medicare Advantage members. Through our Houston-based service team, we are replacing the transactional, transfer-you-around call center model that seniors have tolerated for decades with a relationship-based one: a dedicated advocate who knows the member, follows their care, and can actually resolve things. We've proven the model works, and we are now investing heavily in the technology — including frontier AI capabilities — that will let us scale it to our full membership. Our mission is to improve the lives of Medicare Advantage members by making every interaction with Clover feel personal, competent, and resolved. We are seeking a Product Operations Manager to own the loop between our Houston service floor (Team Leads, Supervisors, and Advocates) and the teams building the technology it runs on. In this role, you'll work at the intersection of service operations, product delivery, and change management — sitting alongside the advocates, team leads, and supervisors who deliver our member experience every day. You'll be the person who: - Continuously evaluates the Houston Floor Team’s enabling technologies to determine what is actually broken and how badly. - Carries that to engineering with the context they need to fix it. - Ensures the fix lands on the floor instead of quietly going unused. This is deliberately a proximity role, and much of the job is human rather than technical. A service floor absorbs change constantly — new tooling, new workflows, new AI capabilities — while the phones keep ringing. Whether any of it works depends on whether advocates understand it, trust it, and can get a fix when it breaks. That is what you own.

When their tools are good, members get taken care of. When their tools are bad, members feel it on the phone that day. Your work sits directly on that line. As a Product Operations Manager, Member Experience, you will: - Embed with the Houston service team, building the direct relationships with advocates, team leads, and supervisors that make honest feedback possible. - Own the problem statement, its severity, and its timing. When something surfaces on the floor, you define what is actually broken, how much damage it is doing, and when it has to be fixed — grounded in observed impact on advocates and members rather than on who complained loudest. - Make the triage call and defend it. Sort need-to-have from nice-to-have from backlog, and explain those decisions face to face to the supervisors and managers whose requests didn't make the cut. Your credibility depends on your consistency and on people understanding your reasoning even when they disagree with the outcome. - Run change management for the floor. Pair every meaningful release with the training, floor-level communication, quick-reference materials, and supervisor enablement that determine whether advocates actually adopt it. A feature nobody uses hasn't shipped. - Build the floor's capacity to iterate quickly, establishing the feedback loops, pilot cohorts, and advocate champions that let us put a change in front of real users, get structured signal back within days, and fold it into the next iteration. - Close the loop, every time. Tell people what happened to the thing they raised — whether it shipped, got deprioritized, or is still open. Nothing kills frontline feedback faster than the sense that it disappears.