Location: 1701 Barrett Lakes Blvd, St 150, Kennesaw, GA 30144

Position Title: Director, Member Experience The Director of Member Experience, reporting to the VP of Client Solutions, is responsible for leading and optimizing member-facing operations across both medical (TPA) and pharmacy (RX) service channels. This role oversees call center operations while driving a broader, organization-wide focus on member satisfaction, accessibility, and engagement. The Director will establish scalable processes, leverage data and insights, and partner cross-functionally to improve service delivery, reduce friction in the member journey, and enhance overall experience and outcomes.

Key Responsibilities Lead member service operations across TPA and RX, ensuring consistent, high-quality member interactions. Evaluate and improve processes, workflows, and systems to establish scalable and efficient operating models. Define and monitor performance standards (e.g., service levels, quality, responsiveness, first call resolution). Analyze call center metrics and member feedback to identify trends, root causes, and opportunities for improvement. Develop and implement workforce planning strategies, including capacity modeling, forecasting, and staffing optimization. Build and maintain performance dashboards to support data-driven decision-making. Partner with Member Experience Managers to assess performance trends and guide coaching, training, and development efforts. Implement quality assurance and continuous improvement programs to enhance service outcomes. Collaborate cross-functionally to address upstream drivers of member inquiries and improve the overall member journey. Lead initiatives to simplify processes, reduce call volume, and improve member satisfaction across all touchpoints. Influence stakeholders across operations, pharmacy, and benefits to drive alignment and improvements. Build, develop, and mentor high-performing teams, fostering a culture of accountability, empathy, and operational discipline. Perform other duties as assigned.

Qualifications Required Bachelor’s degree required Experience in call center or member services operations, preferably in healthcare Experience leading teams and developing people leaders Experience using data and performance metrics to drive operational decisions and improvements Experience with workforce planning, capacity modeling, operational optimization Knowledge of call center KPIs and impact on service levels and staffing Experience improving processes or workflows in a growing or evolving environment Ability to work cross-functionally and influence outcomes

Preferred Experience in both TPA and PBM member support environments, or demonstrated ability to quickly build cross-functional expertise Strong proficiency in data analysis tools (Excel advanced functions, Power BI, Tableau, or similar) Experience implementing new systems, tools, or operational frameworks Experience with call center technologies (IVR systems, CRM platforms) Experience reducing call volume through upstream operation or design improvements Exposure to multi-channel support models (phone, chat, digital) Background in member journey mapping or experience design

Key Competencies Contact center operations leadership Data-driven decision making Workforce planning and capacity management Operational discipline and process optimization Analytical and problem-solving skills Cross-functional collaboration Strategic and systems thinking Change leadership and team development