Develop and execute customer service strategy aligned with overall business objectives, focusing on enhancing satisfaction, streamlining processes, and driving operational efficiency
Champion customer-focused mindset throughout the organization while fostering positive, collaborative team culture focused on achieving performance goals and delivering outstanding service
Mentor and coach associates to build capabilities, improve performance, and create pathways for professional growth within the department
Partner with marketing, implementation, and product development to ensure cohesive, consistent customer experience across all touchpoints
Monitor key performance indicators (KPIs), identify improvement areas, and use data-driven insights to inform strategic decisions and operational changes
Identify and execute process enhancements that increase efficiency and effectiveness of customer service operations
Assess and implement technology solutions that enhance customer service capabilities and improve member experience
Maintain adherence to relevant regulations and standards while regularly reviewing and updating customer service procedures and policies
Monitor industry trends and best practices in customer service to keep operations competitive and innovative

Bachelor's degree
8-10 years professional experience in customer service or related leadership roles
Support leadership experience within TPA (Third Party Administrator) organization preferred
Strong track record leading and managing third-party teams
Experience with customer service software and technologies
Analytical capabilities with ability to use data to drive decision-making
Proficiency monitoring and interpreting KPIs and performance metrics

Competitive base salary and benefits effective day one
Comprehensive medical and dental through our own health solutions (yes, we use what we build)
Unlimited PTO—rest and recharge time is non-negotiable
Mental health support, retirement planning, and financial protection
Professional development with clear career progression and learning budgets
Mission-driven culture where diverse perspectives drive real impact on people's health

Director, Member Services

Key skills