<p>Are you a people-loving, process-optimizing powerhouse who thrives on creating strong leaders, smooth service and client delight? We are looking for a Director to help lead our Member Services teams with energy, vision and heart. In this role, you'll guide a talented team of leaders and Advocates in daily operations while focusing on quality, efficiency and member experience. If you're a driven, experienced Service Center leader that's inspired by teamwork and ready to make an impact, check out The Gig below!</p> <p>The Gig:</p> <ul> <li>Strategic Leadership: Develop and execute a long-term vision and strategy for Member Services that aligns with the company's goals, ensuring member satisfaction, retention, and operational efficiency. </li><li>Operational Excellence: Oversee day-to-day operations, ensuring the Member Services department achieves its service level objectives, manages capacity, and delivers quality results within budget. </li><li>Performance Management: Establish key performance indicators (KPIs) and continuously monitor operational performance to ensure both short-term targets and long-term goals are met. Provide regular performance reports to senior leadership and make adjustments as necessary. </li><li>Client and Member Experience: Lead initiatives to elevate the member experience by anticipating their needs and continuously refining processes based on feedback. Ensure that members receive exceptional support and that client expectations are consistently exceeded. </li><li>Cross-functional Collaboration: Work closely with other senior leaders to align Member Services with broader business objectives, including driving revenue growth, cost management, and process improvement. </li><li>Innovation and Continuous Improvement: Foster a culture of innovation by identifying opportunities for process automation, technology adoption, and workforce optimization to improve service quality and reduce costs. </li><li>Leadership Development: Provide coaching, mentorship, and development opportunities to senior leadership within Member Services, empowering them to lead their teams effectively and drive member satisfaction. </li><li>Change Management: Lead the development and implementation of change management strategies to ensure smooth transitions during operational changes, including system updates or process redesigns. </li><li>Problem Resolution: Act as an escalation point for complex member issues, ensuring timely resolution and maintaining high levels of satisfaction. </li><li>Data-Driven Insights: Utilize data analytics to monitor, assess, and improve the overall effectiveness of Member Services, making data-driven decisions to enhance operational performance. </li><li>Financial Stewardship: Contribute to the development of budgets and manage departmental financial performance to optimize resource allocation and ensure cost-effective service delivery. </li><li>Stakeholder Communication: Act as a key liaison between Member Services and other departments, ensuring alignment on strategic initiatives and clear communication of goals, progress, and challenges. </li><li>Vendor and External Relationship Management: Manage relationships with third-party vendors and partners, ensuring service level agreements (SLAs) are met and aligning external solutions with internal needs. </li></ul> <p>What You Need to Make the Cut:</p> <ul> <li>8 or more years of senior leadership experience in customer service/sales or the insurance industry; Benefit Administration experience preferred </li><li>Bachelor's degree or equivalent business experience </li><li>Ability to think strategically, help create and execute business plans and demonstrate strong leadership with the management team as a whole </li><li>Highly analytical, with the ability to decipher and communicate meaningful patterns in Service Center data to improve business performance </li><li>Proven experience leveraging technology to optimize operations </li><li>Track record of driving cost reductions without negatively impacting performance </li><li>Ability to communicate and collaborate effectively both within the team and cross-functionally </li><li>Demonstrate accuracy and thoroughness; Apply feedback to improve performance; Monitor own work to ensure quality </li><li>Ability to adapt to changes in the work environment, manage competing demands, change approach or method to best fit the situation </li><li>Work reliably under pressure to produce timely, accurate information </li><li>Entrepreneurial Spirit with a hands on and enthusiastic leadership style </li><li>Excellent interpersonal skills - can connect with staff at all levels and effectively manage change </li><li>Deep knowledge and experience managing workforce planning, high volume recruiting, and training in a high growth environment </li><li>Experience in coaching and development with leaders </li><li>Experience with running day-to-day operations for contract employees during peak seasons </li></ul> <p>The pay range for this position is 91K to 115K per year (pay to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).</p> <p>This role is eligible to participate in the annual bonus incentive plan at a rate of 20%.</p>