Customer Experience Enablement Senior Manager

About the role

Omada Health is a digital health company focused on helping people manage chronic conditions through lifestyle change programs. The Customer Experience Enablement Senior Manager will lead efforts to equip customer-facing teams with the knowledge, tools, and processes needed to deliver high-quality support to members. This role is responsible for designing and scaling enablement strategies that improve both agent performance and member health outcomes across the organization. The Senior Manager will work closely with cross-functional partners including clinical, product, and operations teams to ensure that customer experience standards align with Omada Health's mission and clinical best practices. The Senior Manager will also oversee the development of new enablement initiatives as Omada Health continues to grow its member base and expand its care programs.

Key facts

What you'll do

• Design and deliver onboarding programs for new customer experience team members joining Omada Health.
• Develop coaching frameworks that help agents build skills in supporting members with chronic health conditions.
• Create and maintain knowledge bases, playbooks, and training materials for the customer experience organization.
• Analyze customer experience performance data to identify coaching opportunities and areas for process improvement.
• Partner with clinical and product teams to translate new program updates into clear agent guidance.
• Lead a team of enablement specialists who support day-to-day customer experience operations.
• Establish quality assurance processes that measure and improve member satisfaction across all support channels.
• Drive continuous improvement by gathering feedback from agents and incorporating it into enablement content.
• Manage the rollout of new tools and systems that support customer experience workflows.
• Report on enablement program effectiveness through regular dashboards and stakeholder reviews.
• Collaborate with quality assurance teams to develop scorecards that measure agent adherence to clinical and service standards.
• Facilitate regular enablement meetings and coaching circles that foster peer learning and continuous skill development among agents.

Requirements

• Bachelor's degree or equivalent practical experience in a customer-facing or health-related field.
• Five or more years of experience managing customer experience operations or enablement programs.
• Demonstrated success building and leading teams that deliver high-quality member support.
• Strong understanding of chronic disease management or digital health care delivery models.
• Experience designing training curricula and coaching programs for large-scale support organizations.
• Proficiency with customer relationship management platforms and workforce management scheduling tools.
• Excellent written and verbal communication skills with the ability to influence senior leaders.
• Comfort working in a remote environment with strong self-direction and time management abilities.
• Experience with change management methodologies and the ability to drive adoption of new processes across teams.
• Demonstrated ability to prioritize competing demands and manage multiple projects simultaneously in a fast-paced environment.

Nice to have

• Master's degree in a health care, business, or education-related discipline.
• Prior experience working at a digital health or telehealth company.
• Familiarity with clinical quality measures and value-based care delivery models.
• Background in change management or organizational development within a fast-growing company.
• Experience with regulatory compliance requirements in health care or wellness programs.
• Familiarity with member engagement strategies and health behavior change frameworks.

Skills & tools

• Customer experience program design, delivery, and continuous improvement methodologies for support teams.
• Strong proficiency in learning management systems and corporate training platform administration.
• Data analysis and performance reporting using spreadsheet and business intelligence tools.
• Experience with workforce management and scheduling software for distributed support teams.
• Working knowledge of knowledge management and content creation tools for agent enablement.
• Working knowledge of customer relationship management systems such as Salesforce or similar platforms.
• Survey and feedback platforms used to capture member and agent satisfaction data.
• Video conferencing and collaboration tools for remote team coordination and training delivery.

Practical notes

• This is a fully remote position based in the USA with no required office attendance.
• The role reports to a director or VP within the customer experience organization at Omada Health.
• Candidates should expect to work across multiple time zones to support a distributed customer experience team.
• Omada Health is an equal opportunity employer and welcomes applications from all qualified individuals.
• The position offers flexibility to work from any location within the United States.
• Omada Health values diversity and is committed to building an inclusive environment for all employees.