Manager, Member Services

5-7 years of experience in Customer Service Operations 3+ years of experience managing teams of 10-12 individuals 1-3 years of experience in the fertility space 1-3 years of experience in managed health care, insurance, or employer benefits Experience mentoring and coaching team members Flexibility in fast-paced, high-growth environments Experience managing inbound/outbound call and written support Track record of driving measurable improvements Ability to analyze performance metrics and solve problems with data Strong empathy for direct reports, members, and partners Savvy business judgment and data-driven decision-making Experience motivating teams and managing change Ability to create order from chaos and solve problems directly Experience working in a fast-paced startup environment (helpful) Experience in Zendesk (helpful) Prior experience managing payments (helpful) Bachelor’s degree or equivalent experience Verbal and written fluency in Spanish (helpful) Experience managing remote-based employees and teams (helpful)

Manage and develop Member Services team Ensure a culture of empathetic care Act as an escalation point for member issues Directly handle member inquiries during high volume Iterate on processes for efficiency and value Ensure team performance metrics are met Report on team metrics to directors Facilitate team alignment with organizational objectives Review and create SOPs and workflows Collaborate with cross-functional teams Coordinate new hire training