Judi Health
Healthcare
Manager,ClientExperienceResolution&Optimization(CERO)
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optimal for Mid candidates.
“Manager, Client Experience Resolution & Optimization (CERO) at Judi Health. Skills: Client Experience Resolution & Optimization, workflow/process management, governance, issue resolution, client services operations. Lead the intake, triage, and resolution process for client-impacting issues within Client Services. Establish governance for intake workflows”
Industry & Context.
Ability to manage complexity and problem-solve in a fast-paced environment
What They're Looking For.
Must Have
Bachelor's degree, 5+ years of experience in client services, operations, or workflow/process management, Demonstrated success in establishing governance structures or managing intake of workflows, collaboration, communication, and organizational skills, Ability to manage complexity and problem-solve in a fast-paced environment
What You'll Do.
and resolution process for client-impacting issues within Client Services
Establish governance for intake workflows
Ensure issues are accurately validated and routed
Drive consistency in how Client Services manages and resolves operational challenges
Partner across the organization to streamline processes
and improve end-to-end client experience
Provide coaching for the CERO Analyst
Build and manage a standardized intake and routing process for Client Services issues
and cross-functional coordination
Serve as the primary point of contact for inquiries related to intake
Develop and maintain SOPs
and documentation supporting Client Services operations
Establish and monitor high‑level performance indicators (e. g.
quality measures) in partnership with internal analytics teams
Lead continuous improvement initiatives aimed at simplifying workflows and reducing recurring issues
Partner with functional teams to identify process gaps and support implementation of improvements
and support ongoing development of the CERO Analyst
How You'll Work.
Team & Collaboration
Partner across the organization to streamline processes, reduce manual work, and improve end-to-end client experience; Partner with functional teams to identify process gaps and support implementation of improvements; Cross-functional coordination for issue triage and prioritization
Communication Scope
communication skills
Process & Methodology
workflow/process management, governance structures, intake of workflows, continuous improvement initiatives
Full Job Description
About Judi Health Judi Health is an enterprise health technology company providing a comprehensive suite of solutions for employers and health plans, including: Capital Rx, a public benefit corporation delivering full-service pharmacy benefit management (PBM) solutions to self-insured employers, Judi Health™, which offers full-service health benefit management solutions to employers, TPAs, and health plans, and Judi®, the industry’s leading proprietary Enterprise Health Platform (EHP), which consolidates all claim administration-related workflows in one scalable, secure platform. Together with our clients, we’re rebuilding trust in healthcare in the U. S. and deploying the infrastructure we need for the care we deserve. To learn more, visit www.judi.health. Position Summary The Manager of Client Experience Resolution & Optimization (CERO) leads the intake, triage, and resolution process for client-impacting issues within Client Services. This role establishes governance for intake workflows, ensures issues are accurately validated and routed, and drives consistency in how Client Services manages and resolves operational challenges. The Manager partners across the organization to streamline processes, reduce manual work, and improve end-to-end client experience, while providing coaching for the CERO Analyst. Position Responsibilities: Build and manage a standardized intake and routing process for Client Services issues. Govern issue of triage, prioritization, and cross-functional coordination. Serve as the primary point of contact for inquiries related to intake, validation, and routing. Develop and maintain SOPs, workflows, and documentation supporting Client Services operations. Establish and monitor high‑level performance indicators (e.g., intake volumes, turnaround times, quality measures) in partnership with internal analytics teams. Lead continuous improvement initiatives aimed at simplifying workflows and reducing recurring issues. Partner with functional team
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