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Member Care Operations Director

New

Skills

Automation and AI implementation Budget management Cross-functional collaboration Customer support strategy development Data analysis and decision-making High-growth environment experience Leadership in contact center operations Quality assurance Service level agreement (SLA) management Team building and development

The Senior Director of Member Care will define and execute the long-term strategy for Member Care, ensuring the scalability of operations and leading end-to-end processes. This role requires ownership of service level agreements (SLAs), quality assurance, and budget management. The successful candidate will build and develop a high-performing leadership team across a distributed workforce, driving automation and AI initiatives in collaboration with Product and Engineering teams. The Director will serve as the voice of the member, utilizing data to influence the product roadmap.

Key Responsibilities
  • Define and execute long-term strategy for Member Care.
  • Lead end-to-end Member Care operations, owning SLAs, quality, and budget.
  • Build and develop a high-performing leadership team across a distributed workforce.
  • Drive automation and AI/self-service initiatives with Product and Engineering.
  • Serve as the voice of the member using data to influence the product roadmap.
Required Skills & Qualifications
  • 12+ years of leadership experience in contact center operations or consumer-facing industries.
  • Proven experience in defining and scaling customer support strategies in high-growth environments.
  • Experience in leading and developing leaders to build high-performing teams at scale.
  • Strong ability to influence cross-functional stakeholders across Product, Engineering, and Operations.
  • Data-driven decision-making skills to deliver measurable business impact.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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