Senior Vice President, Operations

Key Responsibilities & Functional Oversight

• Operational Delivery & SLA Accountability
  • Own end-to-end accountability for meeting all contracted SLAs across the organization, including Member Services response times and Member Technical Support resolution targets.
  • Oversee the production of regular operations reports, ensuring transparency into key metrics such as abandonment rates, eligibility and claims file status, case age, and quality assurance scores.
  • Direct resource allocation and capacity modeling across Member Services and Content Operations to handle fluctuating volumes driven by client onboarding, marketing-driven activation and engagement campaigns, and seasonal events.
• Performance Monitoring
  • Oversee the production of regular operations reports, ensuring transparency into key metrics such as abandonment rates, eligibility and claims file status, case age, and quality assurance scores.
• Capacity & Resource Management
  • Direct resource allocation and capacity modeling across Member Services and Content Operations to handle fluctuating volumes driven by client onboarding, marketing-driven activation and engagement campaigns, and seasonal events.
• Client Operations & Member Engagement
  • Achieve Client Milestones: Oversee the Client Operations team in executing complex implementations and other significant milestones (e.g. program year rollover) for large-market enterprise employers, ensuring all milestones—from data integrations (eligibility file processing, claims ingestion, etc) to communication approvals—are achieved on schedule.
  • Client Management: Negotiate, capture and document operational and program requirements from Clients; represent requirements internally in an efficient and scalable manner; partner with Product and Client Success to manage client-specific configurations and customizations while driving toward more standardized, scalable delivery models.
  • Member Marketing Operations: Oversee the operational execution of member activation and engagement campaigns, ensuring deployments are synchronized with client timelines, coordinated with broader operations, and effective in driving KPIs.
  • Execute Standard Client Programs: Ensure seamless and accurate delivery of standardized client programs (e.g. premium reduction); coordinating with various internal stakeholders to ensure all aspects of the program are delivered in accordance with requirements.
• Platform & Content Operations
  • Member & Client Issue Resolution: Oversee Platform Operations processes responsible for ingesting, prioritizing, investigating and triaging issues reported by members and clients; partner with multiple internal stakeholders (Engineering, Data Science, Product, etc.) to resolve; ongoing communication of status updates with impacted members and clients.
  • Content Operations: Oversee the end-to-end process for content production, ensuring the library of 100+ clinical pathways and thousands of content touchpoints is produced accurately and aligned with client and member specific surfacing logic.

Requirements

• 15+ years of progressive leadership experience in operations, ideally within a high-growth B2B healthcare technology or technology-enabled services environment.
• Proven track record leading multi-disciplinary teams (Member Services/Contact Centers and Technical Ops) of at least 100+ total personnel.
• Deep expertise in managing the implementation of technology solutions for Fortune 500 employers or complex payer organizations.
• Consultative experience including a mindset possessing analytical and the communication prowess to lead strategic problem-solving sessions internally and externally.
• Strong understanding of relational data, claims processing, and the technical integrations required to power an AI-driven health engine.
• Relentless focus on metrics and performance, with the ability to diagnose root causes of operational bottlenecks and implement corrective actions.
• Exceptional ability to collaborate with peer leaders in Client Success, Product Management, Clinical/Health Equity, Health Outcomes & BI, Cost Management, Member Marketing & Engagement, Security and Solutions to align operational delivery with client KPI achievement.
• Demonstrated success in scaling operations during periods of rapid company growth without compromising service quality or security.