About this role

Manage the performance, development, and continuous mentorship of the Member Support team.
Oversee internal systems and processes for Member onboarding and service engagement.
Research and resolve technical issues within web-based programs and resources.
Lead Operations Department management activities and contribute to the periodic review of goals.
Communicate proactively with leadership across departments to lead projects.
Provide direct support for complex member services and coordinate the lifecycle of onboarding.
Collaborate with Risk Management and Claims to deliver specialized services and measure member outcomes.

Associate or bachelor’s degree required.
5+ years of professional customer service experience.
2+ years of experience managing cross-functional teams and projects.
Proven competence in accountability, professional communication, and team leadership.
Demonstrated ability to lead meetings with a focus on detail, process, and operational efficiency.
Proficiency in Microsoft Office (Outlook, Word, and Excel).
Experience with CRM platforms (e.g., Salesforce) and softphone systems (e.g., RingCentral).
Background in the insurance, healthcare, or high-volume customer service sectors preferred.

Member Support Operations Manager

Key skills