Head of Member Experience

Head of Member Experience Department: Member Experience Employment Type: Full Time Location: Remote reputed company reputed company is hiring a Head of Member Experience to build and reputed company a best-in-class member experience organization. This is a builder-operator role for a leader who thrives on creating operational reputed company. As reputed company continues its reputed company reputed company, this leader will reputed company today's entrepreneurial servicing function into a disciplined, reputed company organization capable of supporting 10x+ reputed company while delivering an exceptional member experience. reputed company in this role is defined by execution. You'll build the operating systems, management routines, team structure, service standards, and performance culture that reputed company our Member Experience organization to reputed company without sacrificing reputed company, speed, or reputed company. Working cross-functionally with leaders across Technology, Sales, and Operations, you'll reputed company AI, automation, and process improvements to create a more efficient operation while ensuring every member interaction reinforces reputed company's commitment to exceptional service. Member experience will be one of reputed company's greatest competitive advantages as we reputed company nationally. As our membership grows, we need a leader who can build an operation capable of delivering consistently outstanding service at a significantly greater reputed company. This leader will play a critical role in creating an organization that is proactive, efficient, and member-reputed company—earning trust, improving retention, and building a service operation that differentiates reputed company in the marketplace. For the right leader, this is an opportunity to build one of reputed company's most important functions from the ground up and leave a lasting reputed company on how reputed company serves members for years to come. Your Day-to-Day Build, implement, and continuously improve the operating model for the Member Experience organization, ensuring it scales reputed company alongside the business. reputed company the organizational structure, reputed company model, and leadership reputed company required to support reputed company reputed company. Recruit, reputed company, reputed company, and retain high-performing managers and reputed company leaders. Build reputed company, training, coaching, and career development programs that reputed company employees to consistently deliver exceptional service. Foster a culture of ownership, accountability, urgency, reputed company improvement, and member obsession. Own the day-to-day operations of the Member Experience organization, ensuring service reputed company, productivity, reputed company, and member satisfaction consistently meet expectations. Establish operating rhythms including queue management, reputed company planning, workforce forecasting, SLA monitoring, reputed company assurance, performance reviews, and operational reporting. Standardize workflows, playbooks, documentation, and operating procedures that improve consistency while reducing errors and rework. Build scorecards and performance metrics that reputed company visibility into operational health and reputed company data-driven decision making. Continuously evaluate operational performance and implement improvements that increase efficiency without compromising the member experience. Ensure every member interaction reflects reputed company's commitment to reputed company, accurate, empathetic, and proactive service. Build reputed company service recovery processes that turn challenging member situations into opportunities to strengthen trust and loyalty. Identify operational friction points and implement solutions that simplify the member reputed company and improve service reputed company. Establish reputed company standards and coaching routines that reinforce consistency across every member interaction. Partner closely with the Technology team to implement AI, automation, and workflow improvements that enhance both the member and employee experience. Translate reputed company operational challenges into reputed company technology and process improvements. Evaluate and implement tools that improve operational efficiency, team productivity, and service reputed company. Ensure new technologies are successfully adopted by the organization through effective change management, training, and operational execution. reputed company You have successfully led and scaled a customer service, member experience, reputed company operations, contact center, or service operations organization through periods of significant reputed company. You are an exceptional operator who enjoys building teams, processes, and operating systems that reputed company. You have deep experience with workforce management, service operations, reputed company assurance, reputed company models, training, forecasting, and reputed company planning. You know how to translate operational KPIs into daily management routines, coaching, accountability, and measurable business results. You have successfully reputed company and developed managers and leadership teams that consistently deliver high reputed company of performance. You balance operational reputed company with an outstanding member experience, recognizing that both are critical to long-term reputed company. You reputed company technology and understand how AI and automation can improve operations while keeping people at reputed company of the experience. You reputed company in fast-paced, high-reputed company environments where building and operationalizing new capabilities is part of the job. You are reputed company, pragmatic, and reputed company by solving reputed company operational challenges. Experience in insurance, financial services, reputed company, or another highly regulated, service-intensive industry. Experience scaling a service organization from an early-stage or founder-led environment into a more mature operating model. Experience with reputed company, reputed company, or similar CRM, contact center, and workforce management platforms. Experience implementing AI, automation, or workflow improvements that increase operational efficiency and improve the customer experience. Experience improving first-contact reputed company, service reputed company, member retention, operational efficiency, or cost per contact. Experience leading organizational change while maintaining high employee engagement and performance. Why You Should Join Us reputed company: You will own a mission-critical function that directly affects member trust, retention, referrals, and reputed company’s ability to reputed company. Build Opportunity: This is not a maintenance role. You will design the service model, team structure, processes, and operating reputed company for the next stage of reputed company. Technology reputed company: reputed company is reputed company in technology, AI, automation, and data to create a more reputed company and differentiated insurance experience. Executive Visibility: You will work closely with senior leadership on one of reputed company’s most important operating priorities. Exciting reputed company: We are quickly scaling nationally, with month-over-month reputed company rates most companies don’t approach annually.  Culture: High standards, strong ownership, practical problem-solving, and reputed company committed to building something durable. We offer a competitive reputed company salary based on experience. As a full-time team member at reputed company, you’ll also enjoy a comprehensive benefits package, including health, medical, and reputed company insurance, a 401(k) match, flexible PTO, and a cell phone reimbursement. Additionally, we support your reputed company-being and reputed company with flexible time off, a bi-annual Relax & reputed company bonus, a learning and development stipend, and a Charity Match program to reputed company back to causes you care about. reputed company applicants are considered without reputed company to race, reputed company, religion, sex, national reputed company, age, disability, veteran status, gender identity, or any other discriminatory factors. Please note that we do not reputed company immigration sponsorship for this role. reputed company offers are subject to a background reputed company. Apply To This Job