CX Program & Communications Manager

GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GEHA has one mission: To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization. 

The Customer Experience Program & Communications Manager reports to the Director of CX and Retention. The position will manage the effective program design and implementation of our CX initiatives including related communications and digital content. The position will typically oversee 2-4 programs at any given time. The CX Manager will ensure that any new programs align with the CX strategy and new communications, assets or content comply with the communications governance process.SKILLS

Essential Responsibilities: 

• Design, develop and manage CX program initiatives to launch date. 

• Lead and collaborate with key internal functional teams or subject matter experts that are key to success of the program and generate results that align with the program objectives.

• Work with the CX Analysts to identify, measure, and monitor CX or other success metrics to quantify the impact of new initiatives and ongoing business processes. 

• Collaborate with the Director of CX to identify necessary content and communications in support of the initiatives.

• Oversee the creation of program-specific communications, digital assets, and member awareness campaigns working with copy team and digital execution team. 

• Develop program plans, milestone and status reporting and escalation process for each CX strategic initiative. 

• Adapt to changing business priorities, effectively multitasking to meet deadlines and deliver results.

Qualifications: 

• Bachelor’s degree in business related field, additional years of direct work experience in CX program oversight may be considered in lieu of formal education.

• 3-5 years of successful experience managing multiple CX programs from design to launch leading cross-functional program efforts including status reporting. 

• Experience and expertise in identifying relevant communications and content in support of CX programs. 

• Ability to work collaboratively with others and effectively influence and generate results through those within and outside of one’s reporting structure. 

• Ability to multi-task effectively, responding to changing business priorities and deadlines. 

• Requires guiding individuals from other departments which includes articulating a vision, inspiring and coaching using influence and effective communication skills. 

• Requires a proven record of meeting commitments and achieving goals through the encouragement, guidance and influencing of others.

• Requires a self-starter personality, highly effective verbal, written and interpersonal communication skills. 

• Requires flexibility and willingness to work with a wide range of personalities on a variety of projects while prioritizing effectively. 

Preferred: Formal project or process execution training and/or certification (PMP, etc.)

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan: company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program

Please note that the salary information is a general guideline only. GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

The annual base salary range for this position is $99,600 - $149,400 USD.

GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.