Member Experience Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Specialist, Member Experience Team Lead based in United States.

• Serve as the functional lead for Account Representatives, Senior Account Representatives, and Associate Account Representatives, providing daily guidance and support on priorities, service standards, and operational objectives.
• Coordinate workload distribution, queue management, and resource allocation to optimize productivity, capacity, and member service levels.
• Monitor workflow efficiency, turnaround times, team capacity, and operational bottlenecks, implementing solutions to improve performance.
• Act as the primary escalation point for complex onboarding, eligibility, account maintenance, and member service issues.
• Support departmental goals, projects, strategic initiatives, and accountability measures in partnership with senior leadership.
• Support recruitment, candidate screening, interviewing, selection recommendations, onboarding, and training activities.
• Provide ongoing coaching, mentoring, knowledge sharing, and performance guidance to help team members develop their capabilities.
• Contribute to training curricula, competency models, skill assessments, and career development pathways.
• Serve as a subject matter expert on member experience operations, onboarding, eligibility, account maintenance, service delivery, specialty pharmacy programs, pricing structures, portal functionality, and related workflows.
• Act as an operational liaison across Sales, Contract Operations, Network, Product, IT, and other business partners.
• Represent the Member Experience function in cross-functional projects, operational reviews, process improvement programs, and implementation initiatives.
• Lead process mapping, workflow optimization, standardization, and future-state process design initiatives.
• Identify opportunities to automate manual processes and partner with business and technology teams to test and implement automation solutions and system enhancements.
• Support enhancements to Salesforce, Mercury, member portals, and other operational technologies.
• Analyze recurring issues and root causes, implementing corrective actions to reduce rework, escalations, and operational friction.
• Develop and maintain standard operating procedures, job aids, training materials, and process documentation.
• Establish and maintain quality standards for onboarding, eligibility, account maintenance, and member service activities.
• Monitor key operational metrics such as cycle times, escalation volumes, first-contact resolution, rework rates, productivity, and member satisfaction.
• Develop reports, dashboards, and operational insights to support informed decision-making and recommend improvements based on performance trends.

• Bachelor’s degree or an equivalent combination of education and relevant professional experience.
• At least 5 years of experience in member services, account management, customer success, healthcare operations, specialty pharmacy, or a related field.
• Previous experience leading, coordinating, or overseeing small teams, ideally of approximately 10 or fewer employees.
• Experience supporting recruitment, interviewing, onboarding, training, employee development, and performance guidance.
• Demonstrated ability to provide day-to-day operational leadership and coach team members toward stronger performance.
• Experience leading cross-functional projects, operational improvement initiatives, process redesign, or change management programs.
• Experience identifying opportunities for workflow automation and implementing solutions that improve efficiency and scalability.
• Strong understanding of operational workflows, service delivery, quality management, and member or customer experience principles.
• Excellent problem-solving, analytical, organizational, and prioritization skills, with strong attention to detail.
• Strong communication and interpersonal skills, with the ability to influence and collaborate effectively across teams.
• Ability to lead and drive accountability without relying on direct reporting authority.
• Proactive, adaptable, and continuous-improvement-oriented approach to operational challenges.
• Ability to analyze performance data, identify trends and root causes, and translate insights into actionable improvements.
• Familiarity with CRM, member service, portal, or operational technology platforms; experience with Salesforce or comparable systems is advantageous.

• Annual salary range of $85,000–$100,000 USD.
• Medical, dental, vision, and prescription coverage for employees and eligible family members.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options, including company contributions.
• Employee Assistance Program (EAP).
• Telehealth access.
• Fitness reimbursement.
• Commuter benefit program.
• Paid time off, paid holidays, birthday day off, and floating holidays.