VP. Member Experience and Engagement

Responsibilities

Design and optimize omnichannel member journeys
Lead contact center operations and outsourced engagement partners
Direct member outreach across phone, SMS, digital, print, scheduling and emerging channels
Apply AI, predictive analytics and automation to personalize engagement at scale
Build enterprise engagement strategies that strengthen operational performance
Oversee workforce planning, quality management, vendor governance and operational excellence
Partner with Product, Marketing, Clinical Leadership, Technology, Business Intelligence, Compliance and Business Development to deliver a superior member experience
Develop executive dashboards and KPIs that support continuous improvement

Qualifications

• 12+ years of progressive leadership experience in healthcare operations, member engagement, customer experience or contact center operations
• 5+ years in executive leadership
• Experience leading enterprise contact center and vendor operations
• Expertise in healthcare operations, Medicare Advantage, managed care or value-based care
• Strong background in analytics, CRM platforms, engagement technology and AI-enabled solutions
• Demonstrated success leading operational transformation initiatives

Benefits

• Medical
• Dental
• Vision
• Paid time off
• Paid holidays
• 401(k) with company matching
• Voluntary life insurance
• Short-term disability
• Long-term disability
• Employee assistance program
• Health savings account
• Flexible spending accounts
• Additional voluntary benefits

Pay

• $196,000 - $294,000, 30-40% incentive bonus

Schedule

• Full-Time, Days