Senior Specialist, Team Lead Member Experience
New
J
JobgetherCustomer Success
United StatesFull-TimeSenior
Salary85,000 - 100,000 USD per year
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Job Details
- Experience
- At least 5 years
- Required Skills
- Data AnalysisSalesforceOperations ManagementChange ManagementAccount ManagementProcess improvement
Requirements
- Bachelor’s degree or an equivalent combination of education and relevant professional experience.
- At least 5 years of experience in member services, account management, customer success, healthcare operations, or specialty pharmacy.
- Previous experience leading, coordinating, or overseeing small teams (10 or fewer employees) without formal direct-report authority.
- Experience supporting recruitment, onboarding, training, and ongoing development activities.
- Demonstrated experience providing coaching, performance guidance, and day-to-day leadership.
- Proven experience leading cross-functional projects, operational improvement, or change management initiatives.
- Strong analytical skills with the ability to interpret operational metrics and perform root cause analysis.
- Ability to identify opportunities for workflow automation and translate them into technical solutions.
- Strong organizational skills for coordinating competing workflows and managing escalations.
Responsibilities
- Serve as the functional lead for Account Representatives and related member experience roles, providing day-to-day guidance, coordinating priorities, and supporting workload distribution.
- Monitor team capacity, queue management, and workflow efficiency to identify bottlenecks and implement improvements.
- Act as the primary escalation resource for complex onboarding, eligibility, account maintenance, and member service issues.
- Support recruitment, onboarding, training, and mentoring to improve individual and team performance.
- Lead process mapping, workflow optimization, and automation initiatives to improve operational scalability.
- Partner with Sales, Product, and IT to define and test system enhancements for platforms like Salesforce and member portals.
- Develop and maintain standard operating procedures, training materials, and process documentation.
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