Bilingual Customer Experience Learning & Enablement Lead at Clover Health

Houston, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

0.0

Posted On

17 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Bilingual, Training, Facilitation, Coaching, Curriculum Development, Quality Assurance, Performance Metrics, Stakeholder Management, AI Tools, Learning Management Systems, Behavior Change, Data Analysis, Communication, Problem-Solving, Customer Experience, Continuous Improvement

Industry

Hospitals and Health Care

Description

The Customer Experience Learning & Enablement Lead is the on-site learning partner for Clover’s Houston Customer Experience Hub. This role sits at the intersection of Talent Development, Customer Experience, and Quality, responsible for building frontline capability, accelerating readiness, and improving call outcomes through targeted training, coaching, and AI enablement. This role is physically embedded within the CX Floor daily to maintain real-time alignment with call drivers, member needs, and supervisor priorities. Operating with a high degree of autonomy, this role serves as the day-to-day learning leader on the floor, translating CX priorities into actionable development, coaching, and performance interventions. You will build experiences that shift behavior in the flow of work, not classroom-only training. This role reports into the Director, Talent Development and works in close partnership with the Director, Customer Experience. The CX Learning & Enablement Lead must be fluent in both English and Spanish. The role requires a flexible work schedule, including availability Monday through Sunday, aligned with call center operational needs. As a Customer Experience Learning & Enablement Lead, you will: 1. Training & Facilitation Deliver high-impact onboarding for new CX team members, with a focus on call flow mastery, empathy, compliance, and AI-enabled tools using a blend of proven facilitation techniques and fresh, interactive, tech-enabled approaches. Facilitate ongoing upskilling sessions (call handling, communication, escalation management, de-escalation, systems proficiency). Coach individuals and teams based on QA findings, call audits, and CX leadership insights. Introduce innovative elements into traditional training (e.g., scenario variations, simulation labs, reflective practice, AI-guided coaching). Encourage experimentation, continuous improvement, and curiosity in the learning environment. Train the trainer model to upskill leads with capability building and coaching skills for their pods and to lead group trainings. 2. Curriculum Development & Enablement Translate CX processes, playbooks, and quality rubrics into clear, actionable training modules. Build microlearning, simulations, practice labs, and scenario-based exercises tied to real call drivers. Collaborate with Talent Development to align content with the broader skills framework (e.g., service excellence, problem-solving, AI fluency). Build “scenario engines” using real call drivers, varied levels of difficulty, and branching logic. Leverage synthetic voice/call simulations to scale practice without relying on trainers. Partner with CX leaders to ensure all training reflects current operational priorities, regulatory requirements, and member experience standards. 3. Quality & Performance Alignment Drive frontline capability in hospitality, resolution quality, and first-contact resolution. Partner with QA to monitor call data, QA trends, and performance dashboards to identify training needs. Develop targeted interventions for underperforming reps and emerging call patterns. Support calibration sessions with CX and QA to keep quality standards consistent. Serve as an early warning system for defects or friction in the member journey. Influence product/process improvements through insights surfaced during training and coaching. 4. Cross-Functional Collaboration Partner with CX leaders to diagnose root causes of performance issues and design non-training solutions when appropriate. Work closely with CX leadership, Talent, QA, and Talent Development to coordinate training cycles and readiness. Serve as a subject-matter expert for new processes, tools, and policy rollouts. Act as a feedback loop between frontline realities and Talent Development strategy. 5. Learning Operations, LMS, & Governance Maintain accurate training records in the LMS; track attendance, completions, and skill attainment. Partner with Talent Development on learning analytics and report meaningful insights to leadership. Ensure ADA compliance, adult learning design standards, and audit readiness for training documentation. Monitor leading indicators of readiness: time to proficiency, early QA signals, error patterns, call intent patterns. Forecast training load and capability gaps based on seasonality, product changes, and call drivers. 6. AI-Enabled Coaching & Readiness Lead adoption of AI copilots for call flow support, knowledge surfacing, and practice simulations. Partner with AI/Tech teams to refine prompts, workflows, and knowledge retrieval for CX agents. Use AI tools for real-time coaching, QA automation, and performance predictions. Qualifications & Experience Must-Haves 3–5+ years in CX training, call center coaching, or frontline team development. Strong facilitation skills, comfortable leading groups ranging from new hires to tenured reps Fluent in Spanish and English (written and spoken) Experience analyzing call data, QA insights, and performance metrics. Ability to translate complex CX processes into simple, teachable content. Strong stakeholder management skills; able to push back, influence, and collaborate with multiple leaders. Nice-to-Haves Healthcare, regulated environment, or high-volume service experience. Knowledge of AI tools for frontline productivity, QA automation, or coaching. Experience with LMS platforms and training governance. Background in behavior change, performance consulting, or learning experience design Familiarity with prompt engineering for knowledge retrieval or coaching Exposure to workforce analytics or data-driven performance enablement Benefits Overview: 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. Additional Perks: Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities Paid parental leave for all new parents And much more! About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most. We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare. From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

Responsibilities

The Customer Experience Learning & Enablement Lead is responsible for building frontline capability and improving call outcomes through targeted training and coaching. This role also involves collaborating with CX leaders to ensure training aligns with operational priorities and member experience standards.