Member Services Optimization Director
Gravie
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $133,200 - $222,000 per year
Job Level
Lead
About the role
- Partner with senior leadership to define a multi-year customer service optimization strategy aligned with company goals, including technology, vendors, and process design
- Develop a clear roadmap of investments and initiatives aligned with this strategy that improve service quality, reduce cost-to-serve, and enhance customer loyalty in support of organizational goals
- Build, lead, and mentor a team of managers focused on optimization and quality improvement.
- Foster a culture of accountability, innovation, and continuous improvement.
- Partner with Operations to develop training and change management programs to support new processes and technologies.
- Lead a systematic, data-driven review process to update and refine the member services operations optimization roadmap.
- Build end-to-end process maps of customer service workflows and propose improvements consistent with the optimization strategy
- Oversee the creation and maintenance of comprehensive business requirements for systems and tools supporting member services operations
- Implement best practices, automation, and AI-driven solutions to improve speed, accuracy, and customer outcomes.
- Collaborate with internal partners to drive process transformation initiatives built around the customer experience through all channels. (Web, App, IVR/IVA, Chat, text, email, inbound/outbound, etc.).
- Leverage data analytics and customer insights to inform decision-making and predictive modeling.
- Partner with Technical Product Management and Engineering leadership to prioritize initiatives and define clear requirements and acceptance criteria.
- Ensure strong, consistent communication with stakeholders across Gravie to share updates, gather feedback, and drive adoption of new capabilities and processes.
- Collaborate with technology teams to evaluate and deploy new tools and capabilities (CRM, AI driven assist, workforce management, self-service digital tools, etc.).
- Champion and join forces with key internal partners to deliver digital transformation initiatives that modernize the customer service experience.
- Maintain an expert understanding of compliance requirements, contractual obligations, regulatory changes, and industry standards.
- Drive build-vs-buy decisions that balance innovation with efficiency, optimizing Gravie’s internal focus on distinctive capabilities.
- Be accountable for the execution and measurable success of the operations optimization roadmap, including operational and financial performance improvements tied to specific initiatives.
- Partner with operations to drive overall improvements in customer satisfaction (CSAT/NPS), reduce call handle time, increase first contact resolution rates (FCR), improve employee engagement and productivity, and successfully roll out service optimization initiatives on time and within budget.
Requirements
- 8+ years of progressive experience in customer service operations, operations, process improvement, operations engineering, consulting, and/or quality improvement.
- 3+ years in a senior leadership position managing multi-channel or large-scale service operations.
- Proven success in implementing customer service technologies and process transformation initiatives.
- Experience designing and delivering large-scale initiatives with measurable outcomes
- Expertise in data analysis, process mapping, and operational design.
- Experience leveraging enabling technologies including WFM tools, CRM platforms, automation, and analytics tools.
- Strong analytical and problem-solving abilities, adept with data visualization and KPIs.
- Deep understanding of customer experience principles and service design.
- Exceptional leadership, communication, and stakeholder management skills.
Benefits
- Alternative medicine coverage
- Flexible PTO
- Up to 16 weeks paid parental leave
- Paid holidays
- 401k program
- Cell phone reimbursement
- Transportation perks
- Education reimbursement
- 1 week of paid paw-ternity leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service operationsprocess improvementoperations engineeringdata analysisprocess mappingoperational designcustomer experience principlesservice designautomationpredictive modeling
Soft skills
leadershipcommunicationstakeholder managementanalytical skillsproblem-solvingmentoringinnovationaccountabilitycollaborationchange management