Vice President, Member Services
Employer Direct Healthcare
full-time
Posted on:
Location Type: Hybrid
Location: Dallas • Texas • United States
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Salary
💰 $160,000 - $195,000 per year
Job Level
About the role
- Lead all contact center operations and strategic planning, translating enterprise goals into multiyear service roadmaps and quarterly operating plans that directly drive engagement, conversion, and lifetime value.
- Build and scale a high performing 200+ Care Advocate operation with KPIs tied to growth, cost-to-serve, CSAT/NPS, and clinical outcomes.
- Champion a people-first, service obsessed culture that delivers exceptional member experiences while driving measurable operational improvements.
- Ensure processes, workflows, and SLAs meet high standards of efficiency, scalability, compliance, and quality—balancing speed with safety.
- Develop and refine operational playbooks, escalation paths, and frontline enablement tools to support consistent, high-quality service delivery.
Requirements
- 10+ years in customer or member experience operations, including leadership of large-scale service centers and outbound engagement programs. Proven success scaling teams and meeting/exceeding revenue, experience, and operational targets.
- Demonstrated ability to drive process improvements, implement change management, and unlock conversion and efficiency gains.
- Understanding of healthcare operations—particularly cancer, infusion, and surgical services—and their implications for member engagement and care navigation.
- Advanced ability to leverage data and analytics for decision making; comfort with experimentation, automation, and technology-enabled workflows.
- Exceptional interpersonal and communication skills with the ability to influence across functions and levels.
- Bachelor’s degree required.
Benefits
- Medical, Dental, Vision Insurance; Short & Long-Term Disability
- Life Insurance; 401(k) with company match
- Paid Time Off
- Paid Parental Leave.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience operationsleadership of service centersprocess improvementschange managementdata analyticsautomationtechnology-enabled workflowsKPI developmentoperational playbooksservice delivery
Soft Skills
interpersonal skillscommunication skillsinfluencepeople-first cultureservice obsessionoperational improvementsteam scalingmember engagementcollaborationstrategic planning
Certifications
Bachelor's degree