Member Service Team Lead — AI-Driven Operations

Devoted Health; United States; Remote; USD 58,000 - 95,000; Full time

Benefits offered by this job

Health, dental and vision coverage

Paid time off

Monthly mobile/internet stipend

Stock options

Bonus eligibility

Parental leave

401K

Job summary

Devoted Health is seeking a people-centric leader to head a team of Supervisors and Member Service Guides, guiding members through healthcare with empathy, accuracy, and care. This role balances people leadership with operational and strategic execution in a fast-growing environment.

You will drive performance, coach leaders and agents, use data to improve service levels, and champion AI-enabled workflows across cross‑functional partners to enhance the member experience.

Qualifications

• 3+ years of experience leading front‑line teams in a customer‑focused or healthcare environment.
• Demonstrated success coaching and developing both people leaders and individual contributors toward measurable performance outcomes.
• Proven ability to manage operations and drive results using data, metrics, and continuous improvement methodologies.
• Strong project management and organizational skills, with experience leading initiatives from concept through execution.
• Ability to operate effectively in ambiguous, fast‑changing environments, with a track record of leading teams through change.
• Strong communication and interpersonal skills, with the ability to influence, align, and build relationships across teams and levels.
• Curiosity and enthusiasm for AI and emerging technologies, with the ability to learn quickly and apply tools to improve team effectiveness and member experience.

Responsibilities

• Build, coach, and develop a team of Supervisors and Guides, ensuring strong performance, engagement, and growth across teams.
• Leverage data, trends, and insights to identify opportunities, diagnose root causes, and drive meaningful improvements across people, process, and product.
• Own performance across multiple teams, ensuring service levels, quality standards, and operational goals are consistently met.
• Lead key projects and operational initiatives from ideation through execution, ensuring they drive measurable impact.
• Partner cross‑functionally (Training, Quality, Technology, Workforce Management, Clinical, Product) to strengthen operations and enhance the end‑to‑end member journey.
• Champion the use of AI and automation by identifying opportunities, piloting solutions, and enabling teams to use tools effectively.
• Turn complex or evolving strategies—including AI and operational changes—into clear guidance that teams can execute effectively.
• Operate effectively in a fast‑changing environment, making informed decisions with incomplete information while guiding teams through change.
• Establish and refine processes and tools that improve consistency, quality, and scalability across teams.

Skills

Team leadership

Data-driven decision making

Project management

Change management

Communication skills

Healthcare experience

AI curiosity

Coaching

Job description

Devoted Health is seeking a people-centric leader to head a team of Supervisors and Member Service Guides, guiding members through healthcare with empathy, accuracy, and care. This role balances people leadership with operational and strategic execution in a fast-growing environment.

You will drive performance, coach leaders and agents, use data to improve service levels, and champion AI-enabled workflows across cross‑functional partners to enhance the member experience.