Manager, Customer Success Enablement

About the Company

Antidote Health is a tech-driven health insurance company on a mission to make healthcare easy, accessible, and more affordable. We’re rethinking how healthcare works—using technology to remove the friction, complexity, and delays that define the traditional system. Instead of navigating paperwork, long waits, and disconnected experiences, we’re building a simpler, more connected way for people to get care.

Our platform combines health coverage, virtual care, and a modern member experience into one seamless system designed to help people actually use their benefits.

We offer Affordable Care Act (ACA) health plans in Arizona and Ohio, and we’re growing quickly. We’re building a company focused on solving real problems—with real impact on people’s lives.

Position Overview

The Manager, Customer Success Enablement leads Tier 4 Enablement functions responsible for workforce management, quality assurance, training, knowledge management, and operational readiness across Customer Success. This role owns the systems, programs, governance, and performance frameworks that enable frontline and operational teams to deliver consistent, compliant, and high-quality customer experiences.

The Manager oversees a team of Enablement Specialists responsible for Workforce Management (WFM), QualityAssurance (QA), and Training & Knowledge Management. The role partners closely with Tier 1, Tier 2, and Tier 3 leaders to improve service performance, reduce operational variation, strengthen employee readiness, and ensure the organization can scale effectively through business growth, Open Enrollment Periods (OEP), regulatory changes, and new product launches.

Key Responsibilities

Enablement Leadership

• Lead the Customer Success Enablement function, including Quality Assurance, Workforce Management, Training, Knowledge Management, and readiness programs.
• Manage and develop Enablement Specialists responsible for QA, WFM, and Training programs.
• Establish annual enablement strategies, roadmaps, priorities, and success measures aligned with organizational goals.
• Serve as the primary partner to Customer Success leadership on performance improvement, workforce planning, capability development, and operational readiness

Workforce Management

• Oversee forecasting, capacity planning, scheduling, intraday monitoring, staffing optimization, and OEP workforce readiness.
• Partner with Customer Success leadership to develop staffing models, hiring plans, occupancy targets, shrinkage assumptions, and service-level strategies.
• Establish reporting and governance routines for service levels, schedule adherence, occupancy, utilization, ASA, abandonment, and staffing efficiency.
• Evaluate operational risks related to staffing shortages, volume spikes, seasonal trends, and business changes.

Quality Assurance

• Establish and maintain enterprise Customer Success quality standards, scorecards, calibration programs, and QA governance frameworks.
• Identify performance opportunities through call monitoring, case reviews, documentation audits, and customer interactions.
• Ensure quality programs align with HIPAA, CMS, ACA, compliance, regulatory, and operational requirements.
• Provide leadership reporting on quality trends, repeat defects, coaching opportunities, and process adherence.

Training & Knowledge Management

• Own onboarding, nesting, continuing education, leadership development, and role-based training programs.
• Develop and maintain training curricula, learning pathways, certification programs, and competency assessments.
• Oversee knowledge management strategies, SOP governance, process documentation, and content lifecycle management.
• Partner with Product, Compliance, Operations, and Clinical teams to keep training and knowledge resources current

Operational Excellence

• Leverage data to identify root causes, operational inefficiencies, repeat contacts, training gaps, and quality risks.
• Design corrective action plans and improvement initiatives that drive measurable business outcomes.
• Support technology implementations, process redesigns, business transformation efforts, and organizational change management activities.
• Lead readiness planning for regulatory changes, new products, operational launches, and Open Enrollment initiatives.

Leadership & Reporting

• Develop executive-level reporting, performance scorecards, forecasting models, training effectiveness reporting, and quality trend analyses.
• Present enablement insights and recommendations to Customer Success leadership and executive stakeholders.
• Build scalable governance processes that support consistency, accountability, and continuous improvement across all Customer Success functions.
• Foster a culture of learning, accountability, operational excellence, and customer-centricity.

Qualifications

Required:

• 5 or more years of experience in customer operations, healthcare operations, contact center operations, workforce management, quality assurance, learning and development, or operational excellence.
• 3 or more years of direct people leadership experience.
• Demonstrated experience leading one or more of the following functions: Quality Assurance, Workforce Management, Training, Learning & Development, Knowledge Management, Operational Excellence, or Contact Center Enablement.
• Strong analytical, reporting, workforce planning, training development, and process improvement skills.
• Proven ability to influence cross-functional stakeholders and drive organizational change.
• Experience building scalable operational programs in a rapidly evolving environment.
• Ability to lead through change, ambiguity, rapid growth, and competing operational priorities.

Preferred:

• Health insurance, ACA marketplace, managed care, telehealth, Medicare, Medicaid, or healthcare customer operations experience.
• Experience supporting Open Enrollment Period staffing, readiness planning, or seasonal workforce management.
• Experience with Salesforce, Five9, Verint, NICE, Calabrio, Playvox, LMS platforms, knowledge management systems, and workforce management technologies.
• Experience building quality frameworks, training academies, certification programs, or knowledge governance models.
• Lean Six Sigma, project management, workforce management, quality, training, or operational excellence certifications.
• Experience supporting organizational transformation or contact center modernization initiatives.
• Bachelors degree in business, healthcare administration, organizational development, operations management or related field is preferred

Work Shift and Training Expectations

• Shift flexibility may be required based on operational needs, including extended hours, overtime, weekends, holidays, or Open Enrollment Period support.
• Specific shift assignments are based on business needs and should be confirmed during the recruiting and offer process.
• Completion of required Antidote Health onboarding and role-based training.
• Completion of HIPAA, privacy, security, compliance, systems, and workflow training.
• Participation in quality coaching, calibration, refresher training, and ongoing competency checks as assigned.

Competencies

• Ownership and accountability: works issues to resolution rather than transferring responsibility unnecessarily.
• Member and customer advocacy: seeks to understand the customer goal, the barrier, the accountable owner, and the fastest compliant path to resolution.
• Clear communication: translates benefits, eligibility, deductibles, claims, referrals, prior authorization, premiums, and other healthcare concepts into plain language.
• Critical thinking: identifies root causes, asks investigative questions, and recognizes when an issue does not align with expected process or system behavior.
• Calm authority: communicates findings with accuracy, confidence, and professionalism while avoiding speculation.
• Emotional intelligence and de-escalation: steadies difficult interactions and maintains professionalism under pressure.
• System fluency: navigates CRM, claims, eligibility, benefits, provider lookup, payment, scheduling, knowledge base, and case management tools efficiently.
• Compliance mindset: maintains HIPAA, privacy, CMS, ACA, state DOI, and internal policy requirements.
• Documentation discipline: records clear, complete, and audit-ready notes that support continuity and accountability.
• Adaptability and resilience: succeeds in a fast-paced, evolving health plan environment