Director

• Own and evolve Support strategy across Member Care, Product, and Provider Support, driving a clear bar for what great looks like.
• Lead and develop in-house and outsourced teams, fostering empowerment, accountability, and cost effective resourcing designed to scale.
• Design and operationalize an AI-empowered support ecosystem that drives proactive insights, operational excellence, and measurable member outcomes.
• In partnership with senior leaders, position MCA as a strategic driver of product, experience, and growth.
• Set and drive measurable performance metrics across SLAs, NPS, and quality by architecting systems, processes, and enablement that elevate member and agent outcomes.
• Design and lead the operational model for the Member Care & Advocacy (MCA) organization, aligning team structure, staffing ratios and partner resourcing to ensure consistent service levels, workforce stability and SLA achievement.
• Command operational scale across internal teams and partner networks, ensuring every channel operates with precision, consistency, and efficiency.
• Leverage Voice of the Member intelligence to uncover systemic issues, partner cross-functionally to address root causes, and drive measurable improvements to member and provider end to end experiences.
• Build a high-performing, compassionate team culture rooted in a growth mindset and accountability. This requires a hands-on leader with a passion for coaching and continuous learning.
• Champion a Member-First approach, embedding empathy and advocacy into every interaction.
• Coach and empower leaders to make real-time, values-aligned decisions that drive impact.
• Partner across Product, Engineering, Care, and Operations to enhance tools, processes, and issue resolution.
• Ensure the member voice directly informs product, operational, and business strategy.
• Build strong cross-functional alignment by translating front-line insights into shared priorities and action.
• Identify and scale automation and AI solutions that improve speed, quality, and personalization.
• Apply a product mindset to internal systems - designing scalable, data-informed workflows that continuously improve agent and member experiences.
• Foster continuous improvement (“iterate to great”) while ensuring technology amplifies empathy, not replaces it.

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