The VP, Member Engagement is a senior leadership role responsible for driving the strategy, execution, and continuous improvement of LucyRx's member-facing operations and engagement initiatives. This position leads call center operations and oversees the development and optimization of the member experience across all touchpoints, including the mobile app, member portal, and omnichannel communications. The VP, Member Engagement partners closely with technology, clinical, commercial, and operations teams to leverage AI and digital innovation in delivering a seamless, high-quality experience for LucyRx members. The ideal candidate brings deep healthcare or PBM expertise, a strong operational background in contact center management, and a proven ability to lead engagement strategies that drive member activation, satisfaction, and retention in a fast-paced, remote-first environment.

Role and Responsibilities

Call Center Operations & Strategy

• Lead and oversee all call center operations, establishing clear accountability for service quality, staffing, scheduling, and performance management across call center supervisors and front-line teams.
• Define and execute the call center strategy, including workforce management, escalation protocols, quality assurance programs, and continuous improvement initiatives.
• Develop, track, and report on key performance indicators (KPIs) including first call resolution, average handle time, member satisfaction scores, abandonment rate, and net promoter score.
• Build a culture of service excellence, coaching supervisors and teams on best practices in member communication, issue resolution, and empathetic engagement.

Member Experience & KPI Development

• Design and implement a comprehensive member experience framework that sets measurable standards for every member touchpoint across the LucyRx ecosystem.
• Establish, own, and evolve the member engagement KPI framework, using data-driven insights to identify gaps, set benchmarks, and drive performance improvements across channels.
• Partner with clinical, implementation, and operations teams to ensure the member experience reflects LucyRx's commitment to transparency, simplicity, and high-touch service.
• Provide executive-level reporting on member experience performance, trends, and improvement initiatives to the COO and senior leadership team.

Technology, AI Utilization & Digital Innovation

• Serve as the business owner for member-facing technology initiatives, partnering with the AI Manager and technology teams to define requirements and drive adoption of tools that improve member interactions and operational efficiency.
• Champion the use of AI and automation within the call center environment, including intelligent call routing, virtual assistant tools, predictive analytics, and real-time agent support technologies.
• Evaluate emerging technologies and platforms to continuously enhance member service delivery and engagement, ensuring LucyRx remains at the forefront of digital member experience in the PBM industry.

Member Engagement & Omnichannel Strategy

• Own and advance the LucyRx mobile app and member portal experience, collaborating with product and technology teams to prioritize enhancements that drive activation, utilization, and member satisfaction.
• Develop and execute an omnichannel member communications strategy that ensures consistent, timely, and personalized outreach across phone, email, SMS, app notifications, and the member portal.
• Identify and develop new member engagement opportunities, including proactive outreach programs, health and medication adherence campaigns, and self-service enablement initiatives.
• Use member feedback, behavioral data, and analytics to continuously refine engagement strategies and close gaps in the member journey.

Qualifications and Education Requirements

Education

• Bachelor's degree required in business, healthcare administration, communications, or a related field.

Professional Experience

• 7 or more years of progressive experience in member services, contact center operations, or member engagement roles within a healthcare, health plan, or PBM organization.
• Demonstrated experience leading and developing call center teams, including supervisory staff, with a track record of improving service quality and operational efficiency.
• Proven ability to build and execute KPI frameworks, with experience using data and analytics to drive continuous improvement in member-facing operations.
• Experience working with or overseeing digital member engagement tools, including mobile applications, member portals, and omnichannel communications platforms.
• Familiarity with AI-driven tools and technologies used in contact center environments, such as intelligent routing, virtual assistants, and predictive analytics.

Core Competencies

• Strong operational leadership skills with the ability to manage, coach, and develop call center supervisors and teams in a remote environment.
• Data-driven mindset with the ability to define meaningful KPIs, interpret performance data, and translate insights into actionable strategies.
• Demonstrated ability to drive member engagement across multiple digital channels, with a member-first mindset and a bias toward simplicity and accessibility.
• Comfort partnering with technology, AI, and product teams to shape requirements and champion digital solutions that improve member outcomes.
• Exceptional written and verbal communication skills, with the ability to present member experience performance and strategy clearly to executive leadership.
• Highly collaborative cross-functional partner with a track record of working effectively across operations, clinical, technology, and client-facing teams.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role; however, some standing, walking, bending, and reaching may be required. Regularly operates in an office or home office setting which involves utilizing a computer, mouse, keyboard, and occasionally operates other standard office equipment, such as printer, copier, phone. Travel may be required by either car or airplane, or a combination of multiple modes of transportation.