Director, Member Experience & Support Center

Socket.dev; Long Beach (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Molina is seeking a senior leader to direct a support center focused on service excellence, member retention, and provider engagement. You will guide teams, ensure fair resolution of inquiries, and implement improvements across cross‑functional partners to meet performance goals.

Based in Long Beach, CA, the role emphasizes accountability for service quality, proactive outreach, and alignment with Molina values to enhance the overall member experience.

Qualifications

• Leads a team to deliver service excellence and retention initiatives.
• Drives customer and provider experience improvements.
• Manages performance against defined KPIs and quality goals.

Responsibilities

• Oversee the member and provider support center and ensure policy/regulatory compliance.
• Lead the support-center leadership team and set direction for servicing members and providers.
• Resolve inquiries and complaints fairly and effectively while guiding teams.

Skills

Leadership

KPIs

Cross‑functional

Matrix environment

Process improvement

Job description

Molina is seeking a senior leader to direct a support center focused on service excellence, member retention, and provider engagement. You will guide teams, ensure fair resolution of inquiries, and implement improvements across cross‑functional partners to meet performance goals.

Based in Long Beach, CA, the role emphasizes accountability for service quality, proactive outreach, and alignment with Molina values to enhance the overall member experience.