Director, Member Services

Global Rescue; Dorado (PR); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Incentive compensation

Benefits

Job summary

Global Rescue is seeking a Director of Member Services to lead our global Member Services function and elevate the customer experience across regions. You will build capabilities, guide large teams, and align operations, sales and support to deliver world-class service to our members.

Ideally you are a strategic, data-driven leader with experience managing cross-functional programs in a multi-location organization, comfortable with AI-enabled tools and travel as needed.

Qualifications

• 10+ years of progressive experience in customer experience/operations.
• 5+ years leading cross-functional programs in a global, multi-region organization.
• Proven capability in managing high-performance contact centers.
• Strong change management skills.
• Experience with urgent, sensitive journeys and data-driven decision making.
• Analytical thinker who translates data into insights for business decisions.
• Technology-enabled customer service with CRM and telephony systems.
• Ability to collaborate across multiple reports and drive buy-in across groups.
• Excellent communication and financial/analytical skills.
• Willingness to travel internationally as needed; time-zone coordination.

Responsibilities

• Lead contact centers to deliver exceptional service and revenue outcomes.
• Ensure efficient, high-quality support for operations, sales and member services.
• Hire, develop, supervise, and lead large teams of associates and supervisors.
• Coach and mentor first-line management for professional growth.
• Define and manage metrics, controls and reporting across locations.
• Create an environment of continuous improvement and goal achievement.
• Manage the employee lifecycle, including hiring, motivation, coaching and performance.
• Advocate for Global Rescue’s values and protocols across the organization.

Skills

Leadership

Customer experience

Operations management

Change management

Data analytics

Education

Bachelor's degree

Advanced degree preferred

Tools

CRM systems

Microsoft Dynamics

Job description

DIRECTOR, MEMBER SERVICES - ROLE OVERVIEW

The Director, Member Services, will lead the Member Services function and customer experience globally. This role will focus on improving existing skills, capabilities and outcomes at the associate level in order to grow revenue and deliver world-class customer support to our members. Member Services is a critical function within Global Rescue and is frontline to the customer. This team supports our internal operations and sales functions, in addition to our members.

We are looking for a strong leader, comfortable managing a global-matrixed workforce across multiple locations and time zones. The ideal candidate is a strategic thinker and builder, adept at process improvement. This leader is comfortable using customer insights and operational data to improve service quality, reduce friction, strengthen loyalty, and align teams across regions, functions, and time zones. This role requires the ability to quickly learn and understand the current landscape, identify areas for improvement, prioritize those improvements, gain alignment cross functionally, and execute and implement change.

Responsibilities

• Lead contact centers to deliver exceptional customer service and revenue outcomes
• Ensure efficient, high-quality support for operations, sales and member services teams
• Hire, develop, supervise, and lead large teams of member services associates and their supervisors
• Lead, coach and mentor first-line management to drive professional growth and development throughout the organization
• Have comfort and familiarity with AI-based assistants, with a track record of utilization and implementation
• Define and manage metrics, controls and reporting to drive productivity, accountability and outstanding results across multi-national office locations
• Create an environment of continuous improvement and goal achievement
• Perform all necessary functions to effectively manage and lead throughout the employee life cycle – hiring, motivating, coaching, and performance management
• Advocate for Global Rescue’s values and protocols across the organization

Qualifications

• 10+ years of progressive experience in customer experience, customer operations, service delivery, contact-center leadership, hospitality, travel assistance, health care, insurance, security, or another high-touch service environment
• 5+ years leading cross-functional programs and teams in a global, multi-region organization
• Demonstrated skills leading a high-performance contact center
• Strong change management capabilities
• Experience managing customer journeys involving urgency, complexity, vulnerability, sensitive information, or high emotional stakes is strongly preferred
• Analytical thinker with strong data analysis capability
• Demonstrated ability to turn data into insights that drive informed business decisions
• Technology enabled customer service experience required, leveraging sophisticated CRM and telephony systems (Microsoft Dynamics a plus)
• Demonstrated success defining and using actionable metrics to drive productivity, customer service and product & process prioritization
• Exceptional verbal and written communication skills and financial/analytical skills
• Ability to coordinate the efforts of multiple direct and indirect reports with the leadership skills necessary to obtain buy-in from multiple groups
• Ability to prioritize, thrive and stand out in a fast-paced environment
• Willingness and ability to work across time zones and travel internationally as business needs require
• Bachelor’s degree required; advanced degree in business, customer experience, operations, hospitality, health care, or a related field preferred

COMPENSATION

salary based on experience + incentive compensation + benefits

Summary

COMPANY

Global Rescue is the world’s leading membership organization providing integrated travel risk management services, including medical, security, intelligence and crisis response services to consumers, enterprises and governments. Founded in 2004, Global Rescue’s unique operational model provides best-in-class services that identify, monitor, and respond to threats and emergencies.

CULTURE

Global Rescue isn’t your average place to work and that’s why we’re comfortable saying we’re not for everyone. Our team of passionate, mission-driven professionals are reinventing the travel risk and crisis management industry and helping save lives every day. We are a high-performance organization operating on a global scale. Our team is made up of driven, passionate, adventurous, team players who have a "get it done mentality." The overall ethos is "no job too big or too small;" this is a place where one needs to be prepared to roll up your sleeves and get things done no matter your title. The culture of the office is fast-paced, collaborative and ever-changing so there is always a buzz, you’ll never get bored or too comfortable working at Global Rescue