Director, Strategy and Operations - Member Services
Core
Lead strategy, governance, analytics, and operational integration for Member Services to support organizational priorities and member experience.
Role type
Director, Strategy and Operations (Member Services)
Builds
Integrated performance reporting, scorecards, dashboards, and transformation roadmaps for Member Services.
Domain
Healthcare / Medicare Advantage / Member Services
Deliverable
dashboards & analysis
Required skills
Strategic planning, governance, analytics, program/portfolio management, executive reporting, cross-functional partnership, healthcare operations, AI/automation, workforce management
Preferred skills
Voice AI expertise, transformation leadership, matrix management
Technologies
Voice AI, analytics tools, dashboards
Responsibilities
Lead strategy and operational integration for Member Services; Own integrated performance reporting and trend analysis; Coordinate Monthly Operating Reviews and leadership rhythms; Translate strategic priorities into execution plans; Partner with Analytics, Technology, Workforce, Finance, and other stakeholders; Maintain visibility into hiring and workforce needs; Identify and escalate operational roadblocks; Provide executive decision support; Serve as SME for Voice AI and automation; Analyze productivity, utilization, and cost trends.
Seniority
Director, strategic leadership