Director of Member Experience

Location: 1701 Barrett Lakes Blvd, St 150, Kennesaw, GA 30144Position 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 ResponsibilitiesLead 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.QualificationsRequiredBachelor’s degree requiredExperience in call center or member services operations, preferably in healthcareExperience leading teams and developing people leadersExperience using data and performance metrics to drive operational decisions and improvementsExperience with workforce planning, capacity modeling, operational optimizationKnowledge of call center KPIs and impact on service levels and staffingExperience improving processes or workflows in a growing or evolving environmentAbility to work cross-functionally and influence outcomes PreferredExperience in both TPA and PBM member support environments, or demonstrated ability to quickly build cross-functional expertiseStrong proficiency in data analysis tools (Excel advanced functions, Power BI, Tableau, or similar)Experience implementing new systems, tools, or operational frameworksExperience with call center technologies (IVR systems, CRM platforms)Experience reducing call volume through upstream operation or design improvementsExposure to multi-channel support models (phone, chat, digital)Background in member journey mapping or experience designKey CompetenciesContact center operations leadershipData-driven decision makingWorkforce planning and capacity management Operational discipline and process optimizationAnalytical and problem-solving skillsCross-functional collaborationStrategic and systems thinkingChange leadership and team development