Director of Member Services Operations (AI-Driven)

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

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.