Senior Director, Member and Provider Services

What you'll do

• Direct distributed contact center operations and execute a multi-year strategy to scale resilient service delivery.
• Set performance frameworks and use analytics, workforce planning, and technology to improve service outcomes and manage costs.
• Develop leaders and teams while overseeing operating budgets, compliance, and cross-functional partnerships.

What they ask for

• 12+ years leading large-scale, high-volume contact center or customer operations, including multi-channel service delivery and business performance.
• 8+ years leading leaders and coaching and developing teams in complex, performance-driven operations.
• Experience leading contact center operations and building high-engagement, high-accountability cultures across remote or geographically distributed teams.
• Demonstrated success delivering strong contact center performance across service level, accessibility, quality, accuracy, resolution, productivity, and cost.

Nice to have

• 4+ years of healthcare, health insurance, or other regulated high-volume service-operations experience; Member and/or Provider Services experience strongly preferred.
• Bachelor's degree in business, healthcare administration, operations, or a related field; advanced degree preferred.

Pay

$180,504 - $236,912 per year (base salary; California, Connecticut, New Jersey, New York, and Washington); $162,454 - $213,220 per year (base salary; all other locations)

Tools

Tableau, Looker, CRM

AI focus

Champion a service model combining automation, analytics, and workflow design with human support; bonus experience shaping contact center technology strategy, including AI-enabled service capabilities.