SVP, Member Services

Exemplary people skills: the ability to engage, influence and persuade without a 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 that nurture talent at all levels within an organization 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 Must be an expert in all aspects of contact center delivery, strategy, and industry norms across people process and technology Utilize deep financial acumen and KPI expertise to analyze operational metrics Lead Practice CX leadership to enhance and improve all aspects of delivery in quality management, learning and development and knowledge management capabilities Collaborate with cross-functional teams to ensure a seamless, stellar experience for all members Accelerate leadership development across all levels Lead service delivery evolution and partner with Operational Excellence to design, measure, and transform our member experience Spearhead the expansion of Member Services as the organization grows Support and enhance all workforce management capabilities Responsible for daily, weekly, and monthly performance and compliance reporting Monitor and report on achievement of committed action plans Develop and drive a robust operational meeting cadence Own Member Services' annual budget and strategy planning exercise Function as the executive escalation point for key clients