Member Lifecycle Director – Transformation

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and implement the strategy to enhance member operations encompassing acquisition, enrollment, onboarding, engagement, service, retention, and renewal.

• Create a multi-year roadmap that aligns operational enhancements, technology investments, and business objectives.

• Identify opportunities to elevate member experience, boost operational efficiency, and drive retention and growth.

• Design and refine member operations models, workflows, governance frameworks, service models, and accountability structures.

• Lead the evaluation and enhancement of member journeys throughout their lifecycle.

• Spearhead cross-functional process redesign, automation, workflow optimization, and standardization projects.

• Collaborate with Product and Technology teams to prioritize technological investments and convert business needs into scalable solutions.

• Oversee the implementation of automation, AI-driven capabilities, digital engagement tools, workflow technologies, and self-service solutions.

• Set KPIs and performance metrics, track effectiveness, and ensure tangible business value and return on investment.

• Create business cases to support transformation initiatives and investment choices.

• Act as the primary liaison among Operations, Clinical Services, Product, Technology, Marketing, Analytics, Quality, Compliance, Network, Finance, and market leadership.

• Facilitate governance committees and executive steering groups.

• Assess technologies, vendors, and operational capabilities; formulate recommendations and lead implementation efforts.

• Individual contributor role.

⛳️ Requirements

• Minimum of 7 years of progressive leadership experience within healthcare operations, care delivery, provider strategy, network strategy, product management, or related healthcare roles.

• Proven experience in leading technology-driven operational improvements and digital product or platform projects.

• Bachelor's degree in Healthcare Administration, Business Administration, or a related field; four years of additional directly relevant experience may substitute for a degree.

• Demonstrated knowledge of healthcare delivery models, provider performance management, referral management, care routing frameworks, and value-based care principles.

• Proven capability to define strategic product visions, develop roadmaps, and prioritize technology investments for provider-facing platforms.

• Demonstrated ability to synchronize Clinical Operations, Network Management, Technology, Analytics, Quality, Utilization Management, and market leadership teams.

• Strong skills in defining, monitoring, and interpreting KPIs related to provider performance, care routing efficiency, network utilization, referral trends, and member outcomes.

• Demonstrated competence in developing and executing multi-year strategic plans and spearheading organizational change management initiatives.

• Exceptional aptitude for preparing and delivering executive-level presentations, business cases, and operational reviews.

• Preferred: Experience in leading AI-enabled healthcare products or digital transformation projects.

• Preferred: MBA, MHA, or an equivalent advanced degree.

• Preferred: Formal training in product management, digital transformation, change management, or healthcare operations leadership.

• Preferred: Familiarity with Lean, Six Sigma, or other structured operational improvement methodologies.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Competitive salary and performance-based bonuses.

• Retirement savings plan with employer matching.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements and a supportive work environment.