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　　Job Title

　　Manager, Digital Customer Experience

　　Exemption Status

　　Exempt

　　Department

　　Member Engagement

　　Manager Title

　　Director, Digital Experience

　　Direct Reports

　　Experience Design Strategist

　　Requisition #

　　24034

　　Pay & Benefits

　　Estimated hiring range $96,950 - $117,315 / year, 5% bonus target, full benefits. www.careoregon.org/about-us/careers/benefits

　　Job Summary

　　The Manager, Digital Customer Experience (DCX) is part of the Customer Experience (CX) Department within Operations. This role is responsible for strategic planning, implementation and portfolio management functions that elevate the digital customer experience. Omnichannel digital engagement includes mobile, self-service portals, SMS text, chat, artificial intelligence, relationship management tools, digital health literacy program, and others. The role facilitates DCX vision alignment and delivery across multiple lines of business and teams (e.g., customer experience, product/information services, business operations, provider management, marketing, etc.).

　　Essential Responsibilities

　　Strategic Planning and Analytics

　　Facilitate planning activities to support DCX leadership in defining CareOregon’s DCX strategies.

　　Support DCX leadership in strategy alignment, integration and execution across CareOregon.

　　Manage development of DCX roadmap and priorities by incorporating the voice of the customer (VoC), facilitating business prioritization, and aligning DCX partners.

　　Provide direction to Experience Design Strategist(s) and additional staff as team expands, in understanding the voice of the customer, defining business requirements, and portfolio oversight.

　　Partner with product owners and digital partners to outline strategies for digital experience platforms, products and services.

　　Leverage qualitative and quantitative data (e.g., market research and operational data) to understand VoC and customer journey.

　　Direct and conduct market intelligence, including digital health trends, and incorporate into planning.

　　Develop business cases to advance digital customer experiences.

　　Program Development, Governance, and Leadership

　　Work cross-functionally with partners to define, track, and achieve KPIs.

　　Provide programmatic and operational leadership support for DCX.

　　Develop policies and procedures for relevant programs and day-to-day operations.

　　Manage DCX governance by facilitating VP-level executive meetings and decision-making process.

　　Portfolio Management

　　Drive digital experience transformation by overseeing multiple digital experience initiatives.

　　Build the digital experience portfolio infrastructure, including directing dashboard and SharePoint creation.

　　Send regular communications to stakeholders relating to DCX overall performance and initiatives.

　　Oversee day-to-day program operations.

　　Address DCX program and project needs to successful resolution (includes developing and communicating mitigation plans and escalating to Director, DCX as needed).

　　Monitor resource allocation and team needs to achieve high quality and timely project work.

　　Business Operations

　　Represent the VoC (i.e., members and providers) in collaborations with technical and operational teams to develop value-added tools and services for CareOregon customers.

　　Build effective partnerships with CareOregon departments and affiliated organizations to define and deliver on integrated digital experience goals.

　　Partner with health plan teams on operational dependencies for implementing digital solutions.

　　Facilitate the negotiation and resolution of competing business priorities when they occur.

　　Provide change management leadership.

　　Continuous Improvement

　　Identify and promote best practices across initiatives within the digital experience portfolio.

　　Work collaboratively with CX and DCX partners to regularly assess and improve systems, procedures and processes.

　　Create tools to continuously improve program/portfolio operations.

　　Employee Supervision

　　Manage team and recommend team direction and goals in alignment with the organizational mission, vision, and values.

　　Identify work and staffing needs to meet work expectations; recruit and hire, using an equity, diversity, and inclusion lens.

　　Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations.

　　Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff.

　　Train, supervise, motivate, and coach employees; provide support toward employee development.

　　Incorporate guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making.

　　Ensure team adheres to department and organizational standards, policies, and procedures.

　　Evaluate employee performance and provide regular feedback to support success; recognize strong performance and address performance gaps and accountability (corrective action).

　　Perform supervisory tasks in collaboration with Human Resources as needed.

　　Organizational Responsibilities

　　Perform work in alignment with the organization’s mission, vision and values.

　　Support the organization’s commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.

　　Strive to meet annual business goals in support of the organization’s strategic goals.

　　Adhere to the organization’s policies, procedures and other relevant compliance needs.

　　Perform other duties as needed.

　　Experience and/or Education

　　Required

　　Minimum 5 years’ experience related to consumer/provider digital experience, digital transformation, innovation, strategic planning, healthcare strategy or management consulting

　　Experience leading projects and teams

　　Preferred

　　Minimum 2 years’ experience in a supervisory position or minimum 1 year experience in a supervisory position with completion of CareOregon’s Aspiring Leaders Program

　　Experience developing a digital health strategy pertaining to consumer health plan services, or value-based care

　　Experience managing a digital health portfolio

　　Knowledge, Skills and Abilities Required

　　Knowledge

　　Knowledge of digital customer experience competitive market, trends and best practices

　　Familiarity with digital health equity concepts

　　Skills and Abilities

　　Skill in developing business cases that support strategic roadmap initiatives in both a quantitative and qualitative manner

　　Ability to understand health insurance plans and operations

　　Skill in leveraging change management best practices to support evolving culture, making change stick, and driving adoption

　　Strong oral and written communication skills including presentation skills and the ability to clearly articulate concepts to staff, partners, and stakeholders

　　Strong ability to organize, prioritize, and manage multiple projects within a portfolio

　　Strong ability to manage all technical and non-technical elements in bringing digital experiences to market

　　Ability to support and comply with organizational policies, procedures and guidelines

　　Ability to remain flexible, positive, and adaptable

　　Ability to solve problems creatively

　　Ability to motivate and guide team and cross-department partners toward goal attainment

　　Ability to build productive professional relationships, hold staff accountable and resolve conflicts successfully

　　Ability to use computer-based programs and project management tools.

　　Ability to work effectively with diverse individuals and groups

　　Ability to learn, focus, understand, and evaluate information and determine appropriate actions

　　Ability to accept direction and feedback, as well as tolerate and manage stress

　　Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day

　　Ability to hear and speak clearly for at least 3-6 hours/day

　　Working Conditions

　　Work Environment(s): ☒ Indoor/Office ☐ Community ☐ Facilities/Security ☐ Outdoor Exposure

　　Member/Patient Facing: ☒ No ☐ Telephonic ☐ In Person

　　Hazards: May include, but not limited to, physical and ergonomic hazards.Equipment: General office equipment

　　Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used.

　　#LI-Remote

　　Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.

　　Veterans are strongly encouraged to apply.

　　We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.

　　Visa sponsorship is not available at this time.