Overview We are seeking a
dynamic, data driven, and operationally exceptional lead of Member Services to drive the next evolution of our member experience model and assist in scaling a 200+ Care Advocate contact center. This role is the operational heartbeat of our member experience function, driving engagement, conversion, and lifetime value while ensuring every member interaction reflects excellence, empathy, and efficiency.
This role is built for a
scrappy, hands-on operator who loves being close to the work-someone who can dive into the weeds of daily performance while also architecting the future of our service model through AI, automation, experimentation, and continuous improvement. You thrive in fast moving environments, build systems that scale, and know how to turn data into action.
Key Responsibilities Member Experience & Operations - Lead all contact center operations and strategic planning, translating enterprise goals into multi-year service roadmaps and quarterly operating plans that directly drive engagement, conversion, and lifetime value.
- Build and scale a high performing 200+ Care Advocate operation with KPIs tied to growth, cost-to-serve, CSAT/NPS, and clinical outcomes
- Champion a people-first, service obsessed culture that delivers exceptional member experiences while driving measurable operational improvements
- Ensure processes, workflows, and SLAs meet high standards of efficiency, scalability, compliance, and quality-balancing speed with safety.
- Develop and refine operational playbooks, escalation paths, and frontline enablement tools to support consistent, high-quality service delivery.
Data, Analytics & Innovation - Build a data driven operating system: define leading/lagging indicators, build dashboards, and run weekly performance routines to identify friction and improve outcomes.
- Use experimentation (A/B and multivariate testing), forecasting, and capacity modeling to optimize conversion, contact rates, handle time, and right channeling across phone, chat, portal, and text.
- Identify and implement automation opportunities that streamline workflows, reduce manual burden, and unlock step change improvements in performance.
- Bring a "test and learn" mindset to everything-rapidly validating ideas, scaling what works, and sunsetting what doesn't.
Cross-Functional Collaboration and Team Leadership - Build, mentor, and lead high performing teams with clear roles, coaching, and career paths. Directly manage our front-line managers and team to operational excellence.
- Foster a culture of collaboration, innovation, accountability, and continuous improvement across the contact center.
- Model inclusive leadership and recognition practices that strengthen engagement, retention, and performance.
Qualifications - Experience: 8+ years in customer or member experience operations, including leadership of large-scale service centers and outbound engagement programs. Proven success scaling teams and meeting/exceeding revenue, experience, and operational targets.
- Operational Excellence: Demonstrated ability to drive process improvements, implement change management, and unlock conversion and efficiency gains.
- Healthcare Knowledge: Understanding of healthcare operations-particularly cancer, infusion, and surgical services-and their implications for member engagement and care navigation.
- Analytical & Innovative Mindset: Advanced ability to leverage data and analytics for decision making; comfort with experimentation, automation, and technology enabled workflows.
- Communication & Influence: Exceptional interpersonal and communication skills with the ability to influence across functions and levels.
- Education: Bachelor's degree required.
Technological Competencies - Experience with enterprise contact center platforms and workforce management tools (e.g., NICE, inContact, IEX, Five9), desktop tools, and telecommunications systems.
- Familiarity with multi-channel service platforms and strategies that match members to the right service channel (call, chat, portal, text) for optimal value and outcomes.
- Required hands-on experience with AI-enabled tools and agentic automation platforms-including copilots, intelligent routing, workflow automation, and knowledge management solutions-that power modern, high-performing service operations.
- Salesforce experience is preferred.
Benefits - Medical, Dental, Vision Insurance; Short & Long-Term Disability
- Life Insurance; 401(k) with company match
Compensation Comp Structure: Salary + Bonus (aligned to growth, experience, operational and quality KPIs)
