Head of Product Operations - Remote

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. 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. Continuously evaluates the Houston Floor Team’s enabling technologies to determine what is actually broken and how badly.

Ensures the fix lands on the floor instead of quietly going unused.

A service floor absorbs change constantly — new tooling, new workflows, new AI capabilities — while the phones keep ringing. When their tools are bad, members feel it on the phone that day. 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.

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.

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. 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.

Tell people what happened to the thing they raised — whether it shipped, got deprioritized, or is still open. Help shape how AI shows up in the member experience, informing where automation genuinely serves the member, where it must hand off to a person, and how an advocate stays in control of the interaction. If you can't measure it, you can't claim you moved it.

Turn frontline signal into a roadmap, converting the anecdotes, escalations, and hallway complaints of a busy service floor into a prioritized backlog—and closing the loop back to the people who raised them.

Collaborate deeply across teams (engineering, product, service operations, workforce management, quality, compliance, and clinical), translating operational reality into requirements and technical constraints into terms a team lead can act on.

You've shipped at least one visible improvement, and the floor knows it came from something they told you.

You've replaced initial feedback collection frameworks with a scalable intake, triage, and prioritization process that the floor understands and engineering trusts. You've helped build a service organization that absorbs change well — where new capability reaches the floor quickly, gets adopted deliberately, and improves rather than disrupts the work. You are a hands-on operator who has helped drive change through a live production environment, and is energized rather than deterred by an organization still taking shape.

You are experienced supporting internal tools, operational software, or workflow products — contact center, clinical, logistics, claims, support, or field operations. You know that adoption is earned through communication, training, and follow-through, and you've seen what happens to good tools that were rolled out badly.

You are a field researcher by instinct. You’d rather spend a week on the floor than a week reading research, and you're comfortable being the only product person in a room full of operators.

You are a systems thinker who understands how data, technology, and human workflows interact inside a live operation where the phones don't stop ringing.

You have Bachelor's degree required.

You have 3-6 years of relevant experience in product operations, program management, product management, or operations in a technology-enabled environment. This is not an entry-level role, and it is not a role for someone who has only worked from a fully specified backlog.

Relocation is not offered.

Medicare Advantage or health plan operations experience; contact center technology (CRM, case management, telephony, routing, workforce management); SQL or comparable comfort pulling your own data.

Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.

Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.

To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location.

Professional Development: We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities

Reimbursement for office setup expenses

Monthly cell phone & internet stipend

Remote-first culture, enabling collaboration with global teams

We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.

We always put our members first, and our success as a team is measured by the quality of life of the people we serve. From Clover’s inception, Diversity & Inclusion have always been key to our success. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.

We are an E-Verify company.

Final pay is based on several factors including but not limited to internal equity, market data, and the applicant’s education, work experience, certifications, etc.