Clover Health · 19 hours ago
Customer Experience Learning & Enablement Lead
Houston, Texas, United States
Full-time
Onsite
Mid, Senior Level
3+ years expClover Health is reinventing health insurance by combining data with human empathy to improve member health. They are seeking a CX Learning & Enablement Lead to serve as the on-site learning partner at their Houston Customer Experience Hub, responsible for enhancing frontline capability through targeted training, coaching, and AI enablement.
Health CareHealth InsuranceHospitalMedical
Responsibilities
Deliver high-impact onboarding for new CX team members, focused on call flow mastery, empathy, compliance, and AI-enabled tools
Facilitate ongoing upskilling sessions across call handling, communication, escalation and de-escalation, and systems proficiency
Coach individuals and teams using QA findings, call audits, and CX leadership insights to improve call quality and resolution outcomes
Translate CX processes, playbooks, and quality standards into clear, actionable training experiences
Build microlearning, simulations, practice labs, and scenario-based exercises aligned to real call drivers
Partner with QA to monitor call trends, identify performance gaps, and design targeted learning interventions
Support calibration sessions to maintain consistent quality standards across teams
Serve as an early warning system for defects, friction points, or emerging member experience risks
Lead train-the-trainer efforts to build facilitation and coaching capability among CX leads
Maintain accurate training records in the LMS and partner with Talent Development on learning analytics and reporting
Forecast training demand and readiness needs based on seasonality, product changes, and evolving call patterns
Lead adoption of AI-enabled tools for call support, practice simulations, coaching, and QA automation
Act as a feedback loop between frontline realities and Talent Development strategy, influencing process and product improvements when needed
Qualification
Required
3–5+ years of experience in CX training, call center coaching, or frontline team development
Fluent in both English and Spanish (written and spoken)
Confident facilitator, comfortable leading both new hires and tenured employees
Experience analyzing call data, QA insights, and performance metrics to inform learning
Ability to translate complex processes into simple, teachable content
Skilled at stakeholder management and can influence across multiple leaders and teams
Preferred
Experience in healthcare, regulated environments, AI-enabled tools, LMS platforms, or behavior change methodologies
Benefits
Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy.
Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.
Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
Paid parental leave for all new parents
And much more!
Company
Clover Health
Clover is a healthcare technology company helping members live their healthiest lives with its Medicare Advantage plans.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.62BKey Investors
GreenoaksSequoia CapitalFirst Round Capital
2021-11-17Post Ipo Equity· $300M
2021-01-08Post Ipo Equity· $400M
2021-01-08IPO
Leadership Team
Andrew Toy
Chief Executive Officer and Board Member (NASDAQ : CLOV)
Jamie Reynoso
Chief Executive Officer
Recent News
Fierce Healthcare
2026-01-19
2026-01-16
Company data provided by crunchbase