Industry: Insurance
Company Size: 51-200 employees

OneVeracity (legacy)

Savvy Admin PROD

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

Director of Member Experience

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OneVeracity (legacy)

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