Senior Manager, Client Experience & Risk Optimization (CERO)

About Judi Health Judi Health is an enterprise health technology company providing a comprehensive suite of solutions for employers and health plans, including: Judi 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 teams to identify process gaps and support implementation of improvements. Coach, mentor, and support ongoing development of the CERO Analyst. Required