Senior Manager, Member Services
Core
Lead day-to-day operations of a non-clinical Behavioral Health Member Services department, including call centers, digital operations, and a Center of Excellence.
Role type
Senior Manager, Operations
Builds
Behavioral Health Member Services operations (call center, chat/email, coaching, projects)
Domain
Healthcare / Behavioral Health
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic planning, KPI definition, data analysis, cross-functional leadership, process improvement, project management, financial modeling, stakeholder management
Preferred skills
Healthcare technology knowledge, Behavioral Health/EAP experience, AI implementation
Technologies
SQL, Tableau, Power BI, Looker
Responsibilities
Define KPIs and performance frameworks; Analyze business and operational data to identify trends; Establish reporting and governance processes; Manage contact center and project expectations; Identify opportunities for process change and automation; Develop executive-ready business cases with ROI analyses; Partner across Operations, Product, Technology, Finance, Strategy, Clinical, and Analytics teams
Seniority
Senior, hands-on IC
