Job Description

General Information

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Work Location: Los Angeles, CA, USA
Onsite or Remote
Flexible Hybrid
Work Schedule
Monday - Friday, 8:00am - 5:00pm PST
Posted Date
02/19/2026
Salary Range $105700 - 234500 Annually
Employment Type
2 - Staff: Career
Duration
Indefinite
Job #
28733

Primary Duties and Responsibilities

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The Senior Program Manager of Member Experience partners closely with the Director of Medicare Product Development & Bids to shape and lead the member experience strategy across all Medicare Advantage products. This role focuses on making sure members feel supported at every step of their journey, helping improve satisfaction, engagement, and long-term loyalty, while also strengthening CMS Star Ratings performance.

Working across teams, the Senior Program Manager identifies and addresses the root causes of member concerns to ensure issues are resolved quickly and effectively. They also lead proactive improvements, using AI/ML tools and industry best practices to create a smoother, more positive experience for every member.

Salary Range: $105,700-$234,700/annually

Job Qualifications

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We are seeking a strategic, member-focused professional with:

Required:

• A Bachelor’s degree in Healthcare Administration, Business Administration or related field and/or equivalent experience
• 8 or more years of progressively responsible experience in Medicare Advantage member experience, quality improvement, or health plan operations, including direct work with CAHPS, Star Ratings, grievances/appeals, or member engagement/retention initiatives
• Ability to lead initiatives across multiple business units and influence without authority
• Experience in managing large-scale, multi-stakeholder projects to successful completion
• Proficient in analyzing complex data sets and convert insights into actionable strategies that improve satisfaction and retention
• Strong project management ability to lead multi-stakeholder initiatives and deliver results within established timelines
• Excellent communication and facilitation skills, able to present complex concepts clearly to executives and cross-functional teams
• Ability to design, implement, and evaluate member engagement, onboarding, and retention programs
• Strong problem-solving abilities to identify root causes of member pain points and develop sustainable solutions
• Ability to influence without formal authority and drive alignment across diverse business units
• Skill in developing and maintaining member-facing forums such as Member Advisory Councils to capture insights and guide improvements
• Ability to apply industry best practices and innovation mindset to enhance digital and non-digital member experience touchpoints
• Strong organizational skills to manage competing priorities and adapt to evolving regulatory and operational needs
• Commitment to a member-centered approach, ensuring decisions reflect empathy, accessibility, and service excellence

Preferred:

• A Master’s degree in Healthcare Administration, Public Administration, or Business Administration
• Experience using data or digital tools to improve member engagement and predict churn or dissatisfaction
• Skill in leveraging AI, predictive analytics, and digital tools to identify at-risk members and guide targeted interventions

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.