AVP, Medicare Inbound Contacts

Ladders; United States; Remote; USD 168,000 - 231,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Paid time off

Parental leave

Disability insurance

Job summary

Ladders is seeking an AVP to lead Medicare inbound contacts, overseeing large-scale operations and shaping multi-year strategy. The role focuses on elevating member experience, improving productivity, and strengthening service quality across channels.

Collaboration with finance, workforce planning, and external partners will drive a data-driven operating model. The position is remote for US-based candidates, with a compensation range of $168,000 to $231,000 annually and emphasis on performance

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or related field.
• 10+ years of leadership in contact center or healthcare operations.
• Proven track record in defining and executing service excellence for large-scale operations.
• Experience leading digital transformation and productivity improvements.
• Extensive governance experience with outsourced operations across multiple delivery models.
• Strong financial, operational planning, and data analytics skills.
• Excellent communication skills and executive presence.

Responsibilities

• Define and implement a multi-year strategy for Medicare inbound operations
• Deliver results on strategic priorities such as member experience and productivity
• Transform the member contact experience across multiple channels
• Identify synergies and opportunities to simplify member journeys
• Evolve the operating model using performance insights and emerging technologies
• Lead large-scale Medicare inbound operations and ensure service quality
• Manage operational budgets and workforce planning strategies

Skills

Leadership

Strategic planning

Digital transformation

Governance

Data analytics

Executive communication

Education

Bachelor's degree in Business Administration

Job description

For our client, we are seeking a AVP, Medicare Inbound Contacts to join the team of a leader in the Healthcare space. This leader will oversee large-scale Medicare inbound operations with a clear mandate to elevate member experience, improve productivity, and strengthen service quality. The role will shape a multi-year operating strategy, modernize the member contact experience across channels, and use performance insights and emerging technologies to simplify journeys and improve outcomes. It also requires close partnership with operational leaders, finance, workforce planning, and external delivery partners to support an efficient, data-driven operating model. Location: Remote - US based candidates only, no visa sponsorship available. Compensation: $168,000 – $231,000 annually.

Responsibilities

• Define and implement a multi-year strategy for Medicare inbound operations
• Deliver results on strategic priorities such as member experience and productivity
• Transform the member contact experience across multiple channels
• Identify synergies and opportunities to simplify member journeys
• Evolve the operating model using performance insights and emerging technologies
• Lead large-scale Medicare inbound operations and ensure service quality
• Manage operational budgets and workforce planning strategies

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related field
• 10+ years of leadership experience in contact center operations or healthcare operations
• Proven track record in defining and executing service excellence for large-scale operations
• Experience leading digital transformation and productivity improvements
• Extensive governance experience with outsourced operations across multiple delivery models
• Strong financial, operational planning, and data analytics skills
• Excellent communication skills and executive presence

Benefits

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Paid time off, including personal holidays and parental leave
• Short-term and long-term disability insurance
• Life insurance and additional wellness opportunities

Our client is an equal opportunity employer.