Director, Member Services Operations

present of AI; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

When Insurance is seeking a seasoned head of member services to lead a lean team of licensed agents guiding coverage transitions. The role blends hands-on process-building with capacity planning, analytics, and partner management to smooth peaks throughout the year.

You will shape automation boundaries, evaluate AI-assisted workflow, and build dashboards and KPIs to drive quality and compliance while keeping the human touch where needed.

Qualifications

• Experience leading a licensed agent contact center.
• Hands-on tooling, reporting, and capacity planning skills.
• Ability to plan capacity for seasonal volume.

Responsibilities

• Lead a lean member services team of licensed agents.
• Build and optimize processes and quality systems.
• Balance automation vs. human handling in AI-enabled workflows.
• Forecast capacity and manage partners and contractors.

Skills

Contact center leadership

Reporting analytics

Capacity forecasting

Partner management

Automation tooling

Tools

Zendesk

Job description

This role runs a lean member services team of licensed agents who guide people through coverage transitions, and it leans on outside partners and contractors to absorb peaks. A strong candidate brings years of contact center leadership, hands on tooling and reporting skill, and the ability to plan capacity for volume that swings through the year. The work is hands on, building process and quality systems rather than inheriting them.

How it fits the AI era

AI shows up as a practical lever for automating and simplifying routine support work and smoothing the handoff from digital to human. The judgment stays human: complex member situations, escalation calls, coaching, and holding partners to a quality and compliance bar. The role is about deciding where automation helps and where a person must step in.

How it builds AI experience

The job offers direct exposure to AI assisted support tools inside a health benefits platform, plus building dashboards and moving measurement toward product instrumentation. A candidate can build this by getting hands on with support platforms, workflow automation, and reporting tools, and by learning how to review AI assisted work for quality.

Worth showing

• Zendesk and automation
• KPI and dashboard building
• Capacity forecasting
• Partner and contractor management

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About When Insurance

When is an AI workforce transitions platform that helps employers manage employee life events such as layoffs, voluntary exits, and retirements, per the company.