The JobThe Director, Service Operations & Strategy is responsible for leading the strategy, governance, analytics, transformation, and operational integration function for Member Services. This role provides executive-level decision support, coordinates leadership operating rhythms, oversees strategic initiatives and transformation roadmaps, and partners cross-functionally to translate business priorities into actionable execution plans. The position supports operational visibility, performance insights, workforce coordination, and automation opportunities while ensuring alignment across Member Services and key enterprise partners.
You WillLead the strategy, governance, and operational integration function for Member Experience/Member Services in support of organizational priorities.
Own integrated performance reporting, scorecards, dashboards, and trend analysis to identify risks, opportunities, and actionable insights.
Coordinate Monthly Operating Reviews and leadership operating rhythms, including consolidation of updates, decisions, commitments, owners, and follow-up actions.
Translate strategic priorities into execution plans and oversee the project/program portfolio, transformation roadmap, milestones, dependencies, risks, and resource needs.
Partner with Analytics, Technology, Workforce Management, Training, People & Culture, Finance, Outreach/BPO, and other stakeholders to align work across the Member Services ecosystem.
Maintain consolidated visibility into hiring needs, open requisitions, recruiting progress, and workforce-related updates for Member Services leadership.
Identify, track, and escalate operational roadblocks, cross-functional dependencies, and action plans to support timely resolution.
Provide executive reporting and decision support, including integrated updates on performance, hiring, transformation initiatives, risks, priorities, and key decisions.
Serve as the Member Services subject matter expert for Voice AI and related automation opportunities, partnering with cross-functional teams to identify and advance process
improvements.
Analyze productivity, utilization, cost, operational performance, and emerging business trends to support fact-based decision-making and continuous improvement.
We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
Actively support the achievement of SCAN's Vision and Goals.
Other duties as assigned.
Your QualificationsBachelor's Degree in Business Administration, Healthcare Administration, Operations, Analytics, or a related field, or equivalent combination of education:
5-7 years of related experience
5 leadership experience including direct people leadership, matrix leadership, or management of crossfunctional initiatives
Progressively responsible experience in operations, business operations, strategy, analytics, program management, or related functions.
Experience developing executive-level reporting, operational dashboards, scorecards, business reviews, and decision-support materials.
Experience leading strategic initiatives, transformation workstreams, governance routines, or portfolio management activities.
Experience working cross-functionally with operational, analytics, technology, workforce management, finance, human resources, training, and external partner teams.
Experience in healthcare, managed care, Medicare Advantage, member services, contact center operations, or regulated service environments.
Experience with Artificial Intelligence, automation, Voice AI, process improvement, or technology-enabled service transformation.
Experience supporting executive leadership in a strategic operations, chief-of-staff, PMO, or business operations capacity.
What's in it for you?- Base Pay Range: $160,000-$210,000, Salary + Incentive Plan
- Work Mode: Mostly Remote
- An annual employee bonus program
- Robust Wellness Program
- Generous paid-time-off (PTO)
- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
- Excellent 401(k) Retirement Saving Plan with employer match
- Robust employee recognition program
- Tuition reimbursement
- An opportunity to become part of a team that makes a difference to our members and our community every day!
We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!
