DIRECTOR OF MEMBER SERVICES - 79056

Key Responsibilities

• Lead the divisions member-facing operations, including enrollment services, eligibility administration, and member support.
• Develop and implement strategies that improve the member experience and support division goals.
• Establish and monitor performance measures, service standards, and operational metrics.
• Ensure compliance with applicable state and federal laws, regulations, and State Group Insurance Program plan documents.
• Oversee operational readiness during annual enrollment periods and other high-volume service events.
• Provide leadership, coaching, and strategic guidance to managers and other leaders while fostering a culture of accountability, engagement, professional development, and service excellence.
• Recruit, develop, evaluate, and retain a high-performing team while serving as a resource on leadership development, employee relations, performance management, and workforce planning.
• Lead process improvement initiatives and evaluate operational processes, workflows, and technologies to enhance efficiency, quality, and member outcomes.
• Partner with division leadership and stakeholders to develop and implement strategic initiatives that support organizational goals and improve service delivery.
• Represent Benefits Administration in meetings, presentations, and stakeholder engagements while serving as a trusted advisor to division leadership on member services strategy, workforce planning, and operational performance.

Minimum Qualifications

• Bachelor's degree in business administration, public administration, health administration, organizational leadership, or a related field from an accredited four-year college or university.
• A master's degree is preferred.
• Five or more years of progressive leadership experience in benefits administration, insurance operations, member services, or a related field.
• Experience leading managers and other organizational leaders in a service-oriented environment.
• Demonstrated success developing and implementing operational strategies, performance measures, and process improvement initiatives.
• Exceptional interpersonal and communication skills, with the ability to build relationships and influence stakeholders across all levels of an organization.