Guide Healthcare

Customer Experience Manager

Guide Healthcare

full-time

Posted on:

Location Type: Remote

Location: Illinois • United States

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About the role

  • Assess training needs using data and performance trends.
  • Design, develop, and facilitate New Hire Training for Customer Guides, Guide Coaches, and CX Managers.
  • Build cross-training, upskill, and refresher programs aligned with operational priorities.
  • Maintain a structured training roadmap based on product changes, seasonality, and skill gaps.
  • Create engaging content—presentations, simulations, job aids, videos, and workflow guides.
  • Measure training effectiveness through assessments, QA outcomes, and performance metrics.
  • Partner with CX Managers and Guide Coaches to identify emerging training needs.
  • Own the CX Quality Assurance framework to ensure interaction quality meets evolving customer expectations.
  • Partner with Guide Coaches to calibrate QA scoring and unify coaching insights.
  • Refine QA rubrics and conduct deep dives to identify behavioral, procedural, and systemic improvements.
  • Use QA trends to inform training updates and policy enhancements.
  • Create and maintain CX Standards, SOPs, workflows, scripts, and knowledge documents.
  • Translate complex processes into clear, simple instructions for frontline teams.
  • Ensure documentation is accurate, up-to-date, and version-controlled.
  • Monitor CSAT survey performance and identify drivers of satisfaction and dissatisfaction.
  • Translate feedback into actionable improvements for scripts, SOPs, training, and workflows.
  • Produce regular CSAT and QA insight reports for CX leadership.
  • Serve as the CX training and QA subject matter expert for product, workflow, and technology initiatives.
  • Ensure frontline readiness for new launches through training and documentation updates.
  • Champion a coaching-first culture centered on empathy, capability building, and continuous improvement.

Requirements

  • 5+ years of experience in CX training, quality assurance, or service operations.
  • Experience designing and facilitating training in a contact center or high-volume service environment.
  • Strong understanding of QA frameworks, scoring rubrics, calibrations, and coaching techniques.
  • Excellent written and verbal communication skills for SOPs, scripts, and workflows.
  • Strong analytical skills with the ability to interpret QA, CSAT, and performance data.
  • Ability to work independently and cross-functionally.
  • Preferred: Healthcare experience (payer or provider).
  • Experience with AI QA, sentiment analytics, or automated coaching insights.
  • Familiarity with LMS platforms and digital learning tools.
  • Formal training or certification in instructional design or adult learning.
Benefits
  • Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs.
  • Keep Health a Priority: We offer comprehensive Medical, Dental, and Vision plans to keep you covered.
  • Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution.
  • Have Peace of Mind: We provide Life and Disability insurance for those "just in case" moments. Additionally, we offer voluntary Life options to keep you and your loved ones protected.
  • Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times.
  • Take Time for Yourself: We offer paid time off plans helping you achieve work-life balance and meet your personal goals.
  • Support Your New Family: Welcoming a new family member takes time and commitment. Guidehealth offers paid parental leave to give you the time you need.
  • Learn and Grow: Your professional growth is important to us. Guidehealth offers various resources dedicated to your learning and development to advance your career with us.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
training needs assessmenttraining program designquality assurance frameworksscoring rubricsanalytical skillsperformance metricscontent creationinstructional designadult learningsentiment analytics
Soft skills
communication skillscoaching techniquesempathycapability buildingcontinuous improvementindependent workcross-functional collaborationengagementproblem-solvingadaptability
Certifications
instructional design certificationadult learning certification