Overview Director, Customer Experience role at WPS—A health solutions company is responsible for shaping, leading, and optimizing how customers interact across all touchpoints. This strategic leadership role will develop and deliver the vision and roadmap for customer experience, focusing on operational execution, alignment across functions, measuring outcomes, and continuous improvement. The role defines key processes, goals, and performance metrics in alignment with CMS requirements, with a focus on meeting CMS standards. Success is measured by service quality, accuracy, efficiency, stakeholder satisfaction, compliance, team collaboration, and consistently delivering an excellent customer experience.

In This Role You Will

Define and execute a comprehensive vision and strategy for a seamless customer experience across all lines of business, aligned with CMS and organizational goals.

Lead the development and implementation of customer experience initiatives, ensuring strategic alignment and delivering measurable improvements in service quality, accuracy, and efficiency.

Leverage customer data, feedback, and analytics to identify trends, measure satisfaction, and continuously optimize the customer journey.

Define, monitor, and enhance customer-facing processes to ensure compliance with CMS standards and optimize service delivery.

Map the end-to-end customer journey, partner with internal departments to share information, identify root causes of friction points, and implement solutions that enhance the customer experience.

Establish, track, and report on performance metrics, customer satisfaction scores, and other KPIs to inform decisions, demonstrate compliance, and drive continuous improvement.

Build, mentor, and foster a customer-first culture across the division, ensuring employees are engaged and aligned with CX goals.

Lead and mentor the Customer Experience team, fostering collaboration, accountability, and continuous improvement. Support career development, performance feedback, and drive capacity planning and management.

How you know this opportunity is right for you

Understand how Customer Experience (CX), culture, and process are connected.

Have a passion for creating meaningful and exceptional customer experiences.

Have strong strategic mindset and project management skills.

Are a visionary leader who cultivates and inspires high-performing teams through insightful mentorship and engagement strategies.

Communicate with confidence, clarity, and sound reasoning when discussing concerns, ideas, and suggestions with all levels of staff and management.

What you will gain from this role

Working in an environment that serves our nation’s military, veterans, guard, reserves, and Medicare beneficiaries.

Be a voice for our customers and promote a great customer experience.

An opportunity to have a significant impact within a thriving organization.

Working in a continuous performance feedback environment.

Minimum Qualifications

Bachelor’s degree in Business Administration, Healthcare Administration, or related field.

7 or more years of progressive experience in customer experience, operations, or compliance within healthcare, insurance, or government contracting with experience focused on handling Medicare provider inquiries and education of those customers.

5 or more years in a leadership role.

2 or more years of Home Health and Hospice experience with customer service and/or provider outreach and education.

Deep comprehension of customer experience methodologies, customer journey mapping, and customer analytics.

Strong understanding of CMS regulations and customer experience requirements.

Demonstrated success in implementing enterprise or division wide customer experience strategies.

Proven ability to lead cross-functional teams, manage complex projects, and deliver measurable improvements to meet short-term and long-term goals.

Exceptional verbal and written communication skills, with the ability to influence and engage stakeholders at all levels.

Excellent strategic thinking, analytical, and problem-solving abilities.

Knowledge of call center workforce management technology tools, such as CRM and Portal.

Preferred Qualifications

Master’s degree in Business Administration, Healthcare Administration, or related field.

Remote Work Requirements

Wired (ethernet cable) internet connection from your router to your computer

High speed cable or fiber internet

Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection

Please review Remote Worker FAQs for additional information

Benefits

Remote and hybrid work options available

Performance bonus and/or merit increase opportunities

401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary (100% vested immediately)

Competitive paid time off

Health insurance, dental insurance, and telehealth services start DAY 1

Professional and Leadership Development Programs

Who We Are WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin. WPS offers health insurance plans for individuals, families, seniors and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS has been making healthcare easier for the people we serve for nearly 80 years. Proud to be military and veteran ready.

Culture Drives Our Success WPS’s culture is where the great work and innovations of our people are seen, fueled and rewarded. We accomplish this by creating an open and empowering employee experience. We recognize the benefits of employee engagement as an investment in our workforce—both current and future—to effectively seek, leverage, and include differing and unique perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities.

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