SVP, Member Services

Exemplary people skills: ability to engage, influence and persuade without formal reporting relationship; effective at coaching and mentorship Proven experience in a senior leadership role within healthcare or a member services-focused organization Strong operational excellence background, with a deep understanding of best practices in member experience management Expertise in learning and development methodologies, knowledge management, and voice of the customer strategies Demonstrated experience in developing and implementing leadership programs Exceptional analytical skills with a focus on financial metrics and performance indicators Demonstrated ability to build and lead effective teams, fostering a collaborative and high-performance culture Methodical thinker with a vision for the future of Member Services and the ability to execute on that vision Experience managing multi-location operations and driving growth initiatives Strong project management skills Prior experience and understanding of the U.S. healthcare system

Serve as a key leader in driving revenue generation through concierge-level customer service Be an expert in all aspects of contact center delivery, strategy, and industry norms Utilize deep financial acumen and KPI expertise to analyze operational metrics Lead Practice CX leadership to enhance quality management, learning and development, and knowledge management Collaborate with cross-functional teams for a seamless member experience Accelerate leadership development across all levels Lead service delivery evolution and partner with Operational Excellence Spearhead the expansion of Member Services, including new location establishment Support and enhance workforce management capabilities Responsible for daily, weekly, and monthly performance and compliance reporting Monitor and report on achievement of committed action plans Own Member Services' annual budget and strategy planning exercise Function as the executive escalation point for key clients