Vice President, TPA Member Services

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

📋 Description

• Lead the TPA Member Services division, overseeing directors, managers, and supervisors across both US and international locations.

• Foster a uniform culture, establish standards, and maintain accountability globally while honoring local labor regulations, practices, and customer requirements.

• Manage capacity planning, attrition and retention, leave management, vendor and partner engagement, and site strategy.

• Enhance succession planning, mentor managers, and cultivate organizational talent.

• Propel results in inbound contact, case resolution, escalations, and quality assurance.

• Achieve client SLAs, performance commitments, and contractual obligations through effective staffing, forecasting, scheduling, and quality operating procedures.

• Collaborate with Account Management and Operations leaders to address critical escalations and avert future issues.

• Develop and implement a multi-year service transformation strategy encompassing automation, self-service, workflow enhancements, and AI-driven tools.

• Identify and eliminate expensive rework and handoffs.

• Manage the Member Services budget, cost per contact, and productivity objectives.

• Present trends, root causes, and corrective measures to executives and clients.

• Represent Member Services in client meetings, implementations, and contract renewals.

• Contribute to the overarching enterprise strategy.

• Willingness to travel 15–25%.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Over 12 years of experience in service operations, contact center, or member/customer experience leadership.

• At least 5 years of experience managing multi-site or multi-layer organizations.

• Minimum of 5 years of leadership experience in a TPA, healthcare organization, or benefits administration.

• Demonstrated success in managing a large-scale service operation in alignment with client or contractual SLAs.

• Experience leading global teams across various geographies and time zones, including both onsite and remote workforces.

• Proven ability to lead transformation initiatives such as automation, digital self-service, or technology-driven process redesign, with quantifiable outcomes.

• ITIL certification is preferred.

• Financial acumen, including budget management and unit-cost oversight.

• Expertise in workforce management, including forecasting, scheduling, and capacity planning.

• Experience in quality assurance and SLA performance oversight.

• Proficiency in data analysis to identify issues, establish goals, and inform decision-making.

• Familiarity with automation, digital self-service, and AI-enabled service tools.

🏝️ Benefits

• Competitive base salary.

• Comprehensive medical and dental coverage effective from day one.

• Unlimited PTO.

• Mental health support.

• Retirement planning.

• Financial protection.

• Professional development opportunities.

• Clear pathways for career progression.

• Learning budgets.

• Wellness programs.

• Additional employee perks.

• Full benefits package starting from day one.