Member Service Experience Lead | AI-Driven Ops & Growth

Devoted Health Services, Inc; Waltham (MA); On-site; USD 58,000 - 95,000; Full time

Benefits offered by this job

Health plan

Paid time off

Stipend

Stock options

Bonus eligibility

Parental leave

401K

Job summary

Devoted Health Services, Inc. is seeking a dynamic leader for its Member Service organization in the greater Boston area. You will guide Supervisors and Member Service Guides, driving performance, empathy, and scalable service across cross-functional groups.

You will balance people leadership with execution, leveraging AI-enabled workflows to improve the member journey and operational efficiency while navigating rapid growth and change.

Qualifications

• 3+ years of experience leading front-line teams in a customer-centric or healthcare environment.
• Proven ability to coach and develop leaders and individual contributors toward performance goals.
• Experience managing operations with data, metrics, and continuous improvement methodologies.
• Strong project management and organizational skills with end-to-end initiative leadership.
• Ability to navigate ambiguous, fast-changing environments and lead through change.
• Excellent communication and interpersonal skills to influence across teams and levels.
• Curiosity and enthusiasm for AI and emerging technologies to improve team effectiveness.

Responsibilities

• Build, coach, and develop Supervisors and Guides for strong performance and growth across teams.
• Use data and insights to diagnose root causes and drive improvements across people, processes, and product.
• Own performance across multiple teams, ensuring service levels and quality standards are met.
• Lead projects from ideation to execution with measurable impact.
• Collaborate with Training, Quality, Technology, Workforce Management, Clinical, Product to strengthen operations and end-to-end member journey.
• Champion AI and automation by piloting solutions and enabling teams to use tools effectively.
• Translate evolving strategies into clear, actionable guidance for teams.
• Operate in a fast-changing environment, making informed decisions with limited information.

Skills

People leadership

Data-driven

Project management

Communication

Change management

Healthcare operations

Tools

AI tools

Automation

Job description

Devoted Health Services, Inc. is seeking a dynamic leader for its Member Service organization in the greater Boston area. You will guide Supervisors and Member Service Guides, driving performance, empathy, and scalable service across cross-functional groups.

You will balance people leadership with execution, leveraging AI-enabled workflows to improve the member journey and operational efficiency while navigating rapid growth and change.