Director of Member Services (Work Remotely Anywhere in the U.S.)
Director of Member Services (Work Remotely Anywhere in the U.S.)
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1 Vacancy
Job Description
Since 1998 Businessolver has delivered market-changing benefits technology and services supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment minimize risk exposure and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections. Founded by HR professionals Businessolvers unwavering service-oriented culture and secure SaaS platform provide measurable success in its mission to provide complete client delight.
Are you a people-loving process-optimizing powerhouse who thrives on creating strong leaders smooth service and client delight We are looking for a Director to help lead our Member Services teams with energy vision and this role youll guide a talented team of leaders and Advocates in daily operations while focusing on quality efficiency and member experience. If youre a driven experienced Service Center leader thats inspired by teamwork and ready to make an impact check out The Gig below!
The Gig:
- Strategic Leadership: Develop and execute a long-term vision and strategy for Member Services that aligns with the companys goals ensuring member satisfaction retention and operational efficiency.
- Operational Excellence: Oversee day-to-day operations ensuring the Member Services department achieves its service level objectives manages capacity and delivers quality results within budget.
- Performance Management: Establish key performance indicators (KPIs) and continuously monitor operational performance to ensure both short-term targets and long-term goals are met. Provide regular performance reports to senior leadership and make adjustments as necessary.
- Client and Member Experience: Lead initiatives to elevate the member experience by anticipating their needs and continuously refining processes based on feedback. Ensure that members receive exceptional support and that client expectations are consistently exceeded.
- Cross-functional Collaboration: Work closely with other senior leaders to align Member Services with broader business objectives including driving revenue growth cost management and process improvement.
- Innovation and Continuous Improvement: Foster a culture of innovation by identifying opportunities for process automation technology adoption and workforce optimization to improve service quality and reduce costs.
- Leadership Development: Provide coaching mentorship and development opportunities to senior leadership within Member Services empowering them to lead their teams effectively and drive member satisfaction.
- Change Management: Lead the development and implementation of change management strategies to ensure smooth transitions during operational changes including system updates or process redesigns.
- Problem Resolution: Act as an escalation point for complex member issues ensuring timely resolution and maintaining high levels of satisfaction.
- Data-Driven Insights: Utilize data analytics to monitor assess and improve the overall effectiveness of Member Services making data-driven decisions to enhance operational performance.
- Financial Stewardship: Contribute to the development of budgets and manage departmental financial performance to optimize resource allocation and ensure cost-effective service delivery.
- Stakeholder Communication: Act as a key liaison between Member Services and other departments ensuring alignment on strategic initiatives and clear communication of goals progress and challenges.
- Vendor and External Relationship Management: Manage relationships with third-party vendors and partners ensuring service level agreements (SLAs) are met and aligning external solutions with internal needs.
What You Need to Make the Cut:
- 8 or more years of senior leadership experience in customer service/sales or the insurance industry; Benefit Administration experience preferred
- Bachelors degree or equivalent business experience
- Ability to think strategically help create and execute business plans and demonstrate strong leadership with the management team as a whole
- Highly analytical with the ability to decipher and communicate meaningful patterns in Service Center data to improve business performance
- Proven experience leveraging technology to optimize operations
- Track record of driving cost reductions without negatively impacting performance
- Ability to communicate and collaborate effectively both within the team and cross-functionally
- Demonstrate accuracy and thoroughness; Apply feedback to improve performance; Monitor own work to ensure quality
- Ability to adapt to changes in the work environment manage competing demands change approach or method to best fit the situation
- Work reliably under pressure to produce timely accurate information
- Entrepreneurial Spirit with a hands on and enthusiastic leadership style
- Excellent interpersonal skills can connect with staff at all levels and effectively manage change
- Deep knowledge and experience managing workforce planning high volume recruiting and training in a high growth environment
- Experience in coaching and development with leaders
- Experience with running day-to-day operations for contract employees during peak seasons
The pay range for this position is 91K to 115K per year (pay to be determined by the applicants education experience knowledge skills and abilities as well as internal equity and alignment with market data).
This role is eligible to participate in the annual bonus incentive plan at a rate of 20%.
Other Compensation: If this position is full-time or part-time benefit eligible you will receive a comprehensive benefits package which can be viewed here: Applicant.
At Businessolver we take our responsibility to protect our clients employees and company seriously and that begins with the hiring process.
Our approach is thoughtful and thorough. Weve built a multi-layered screening process designed to identify top talent and ensure the integrity of every hire. This includes quickly filtering out individuals who may attempt to misrepresent themselves or act in bad faith.
We also partner with trusted best-in-class providers to conduct background checks verify identities and confirm references. These steps arent just about compliance theyre about ensuring fairness safety and trust for everyone involved.
Put simply: we will always confirm that you are who you say you are. Its just one of the many ways we uphold the standards that matter most to you to us and to the people we serve.
With heart
The Businessolver Recruiting Team
Businessolver is committed to maintaining an environment that protects client data. We train our employees to maintain leading class security practices and expect all employees to adhere to policy procedures and controls.
(Applicable to all roles at an AVP DIR VP Head Of or SVP and above level):
Serve as a security contact for the business unit. Responsible for driving adoption and compliance with information security and privacy practices. Serve as a liaison with the information security team on security and privacy matters.
Equal Opportunity at Businessolver:
Businessolver is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity veteran status and more. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.
#LI-Remote
Required Experience:
Director
Employment Type
Full Time
