Senior Director – Member and Provider Services

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

📋 Description

• Spearhead the strategy, performance, and future readiness of Tier 1 and Tier 2 contact center operations across Member, Broker, and Provider channels.

• Oversee end-to-end Tier 1 and Tier 2 contact center operations across both voice and digital platforms.

• Implement a multi-year strategy aimed at scaling service operations, enhancing resilience, and future-proofing contact center functionalities.

• Lead a geographically dispersed leadership team while promoting an inclusive, high-accountability remote culture.

• Advocate for a human-centered service model that integrates automation, analytics, workflow design, and expert human support.

• Create performance frameworks that encompass SLAs, quality, accuracy, first-contact resolution, customer effort, and unit cost.

• Utilize contact center analytics and customer journey trends to minimize operational risks and prioritize initiatives.

• Collaborate with internal and external partners to develop scalable, compliant processes.

• Manage workforce planning and capacity management.

• Influence enterprise technology roadmaps, policies, and cross-functional processes.

• Nurture leadership talent through coaching, career development, and succession planning.

• Supervise both short- and long-term operating budgets.

• Ensure compliance with financial controls, regulatory requirements, operational timelines, and standards.

• Report directly to the Senior Director of Member & Provider Programs.

• Perform additional duties as assigned.

⛳️ Requirements

• A minimum of 12 years of experience in leading large-scale, high-volume contact center or customer operations, with accountability for multi-channel service delivery and business performance.

• At least 8 years of experience in leading leaders and coaching teams in complex, performance-driven environments.

• Proven experience in managing contact center operations and fostering high-engagement, high-accountability cultures in remote or geographically distributed teams.

• Demonstrated success in achieving superior contact center performance metrics including service level, accessibility, quality, accuracy, resolution, productivity, and cost.

• Established ability to convert data, customer insights, technology capabilities, and workforce needs into strategic operating plans and scalable enhancements.

• Strong executive presence and capability to influence cross-functional leaders, external partners, and enterprise decisions without direct authority.

• Over 4 years of experience in healthcare, health insurance, or other regulated high-volume service operations; experience in Member and/or Provider Services is highly preferred.

• Familiarity with managing large-scale remote or hybrid contact centers and utilizing workforce management, quality, knowledge, and customer-experience systems.

• Experience in shaping contact center technology strategies, including CRM, cloud contact centers, automation, analytics, and AI-enabled service capabilities.

• Certification in Operational Excellence (Lean Six Sigma, COPC, or similar) and a commitment to continuous improvement.

• Advanced analytical and data visualization skills, with proficiency in tools such as Tableau, Looker, or similar platforms.

• Bachelor's degree in business, healthcare administration, operations, or a related discipline; an advanced degree is preferred.

🏝️ Benefits

• Employee benefits.

• Unlimited vacation program.

• Company equity grants.

• Annual performance bonuses.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 11 paid holidays.

• Paid sick time.

• Paid parental leave.

• 401(k) plan participation.

• Life insurance.

• Disability insurance.

• Paid wellness time.

• Wellness reimbursements.

• Fully remote work from a home office.

• Occasional travel for team meetings and company events.