VP of Member Services (Employee Benefits)
VP of Member Services
Industry
Employee Benefits
Capital
Team Size
566
By the Numbers
114
Identified
40
Vetted
10
Introduced
1
Placed
91
Days
The Challenge
The VP of Member Services is ultimately responsible for overseeing and coordinating the execution of high-quality care delivered by the company's Patient Care Advocates, ensuring that the company's members receive the best possible experience and support across their product suite and client portfolio. The VP of Member Services will drive initiatives to enhance member engagement, satisfaction, and retention. Additionally, the VP of Member Services will collaborate with other senior leaders to ensure the organization delivers a high-quality, member-centric experience.
The Mandate
Attributes
Ideal
Domain
Prior BUCA experience
Growth Experience
Launched new products and built corresponding service teams
Service & Quality
Led a call center with a record of improving NPS/CSAT scores
Team Size/Structure
Managed team of 100-200 call center reps
Team Make-up
Mix of Customer Service and Clinician/Provider
Data-Oriented Operations
Exp. using data to drive decisions in enhancing customer experience and call center operations
Employee Development
Exp. training a management layer within an organization
Cross-Functional Collaboration
Worked with product, claims, compliance, operations, legal, and HR
Communication Skills
Creates transparent org. where employees feel connected to broader Company
Culture
Active participant and mission-driven
Location
Local to NYC
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