Senior Manager, Membership Operations

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

📋 Description

• Lead, mentor, and nurture a team of five membership analysts.

• Establish goals, offer consistent feedback, assess performance, and identify career growth opportunities.

• Manage the workload, prioritization, and team capacity to ensure deadlines and service commitments are met.

• Report on team performance, risks, and outcomes to senior leadership while recommending solutions.

• Supervise the ongoing analysis of post-onboarding membership data to identify discrepancies that impact member access.

• Direct root-cause analysis and resolution of data issues, preventing recurrence through process or control enhancements.

• Act as a primary contact for pharmaceutical partners regarding membership processes.

• Address issues and escalations raised by partners and communicate any process changes.

• Ensure contracts are evaluated from a membership standpoint, identifying potential redlines and necessary approvals.

• Verify that product setup conforms with contract terms.

• Ensure that contract logic and rules are accurately represented in systems to generate correct eligibility.

• Oversee roster management and address both internal and external membership inquiries.

• Manage queues to fulfill SLAs and direct issues to the relevant internal teams.

• Define, monitor, and drive team KPIs, including SLA performance, data accuracy, and turnaround time.

• Supervise both recurring and ad hoc membership reporting using data from various sources.

• Identify areas for improvement and opportunities, creating, documenting, and implementing processes and tools that enhance accuracy, efficiency, and partner experience.

• Anticipate evolving partner and business needs and strategize the team's approach.

⛳️ Requirements

• Bachelor’s degree in business administration, information management, data analytics, or a related field, or equivalent experience.

• 7+ years of experience in data analysis, data quality, membership or customer operations, or a related field.

• 3+ years of experience leading a team of analysts or similar professionals.

• Strong data analysis capabilities, including extracting and integrating data from multiple sources and converting it into actionable insights.

• Working knowledge of relational databases and data models.

• Proficiency in SQL and reporting or BI tools.

• Experience in managing queues and adhering to SLAs.

• Experience in driving performance through metrics.

• Exceptional written and verbal communication skills, including collaboration with external partners.

• Preferred: Master’s degree in business administration or a related field.

• Preferred: Experience in pharmaceutical distribution, healthcare, or a contract/membership environment (e.g., GPO, 340B, or manufacturer-facing roles).

• Preferred: Experience in developing or redesigning processes and documentation.

• Preferred: Certification in data governance, project management, or equivalent.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.