Senior Director, Member Services & Experience

Swooped; United States; Hybrid; USD 200,000 - 240,000; Full time

Job summary

A leading virtual clinic is seeking a Senior Director, Member Services & Experience to lead a large team focused on operational excellence and member support. This role emphasizes strategic leadership, process improvement, and cross-functional collaboration to enhance member experiences in a fast-paced environment.

Benefits

Paid Parental Leave

401K Matching

Annual Professional Development Stipend

Access to Mental Health Support

Qualifications

• 15+ years in support, service, or operations.
• Experience managing large teams and systems.

Responsibilities

• Drive vision and strategy for Member Support and Benefits Operations.
• Lead and inspire a 50+ person organization.
• Partner cross-functionally with Product, Engineering, Clinical, and Data teams.

Skills

Leadership

Operational Excellence

Analytical Thinking

Cross-functional Collaboration

Education

Experience in Healthcare

Tools

AI/LLMs

Job description

Senior Director, Member Services & Experience

Senior Director, Member Services & Experience

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Our client is a leading virtual clinic for women and families with a mission to make healthcare work. Their digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust their end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, the company has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work

About The Role

Our client is looking for a strategic and tactical operator to join their leadership team as Senior Director, Member Services & Experience – a role at the intersection of people leadership, operational excellence, and technology-driven transformation.

In this position, you'll lead and scale a 50+ person org across two critical teams: Member Support and Member Benefits. These teams are the front line of the brand, delivering compassionate, high-touch service while navigating deeply complex, high-stakes member needs.

You’ll be responsible for defining and driving the strategy, execution, and outcomes of these functions, reporting to the VP of Member Operations, and partnering closely with Product, Engineering, Clinical Operations, and Data teams to evolve how they support their members at scale. They are looking for someone who thrives in fast-moving environments, brings a strong point of view around systems design, and is deeply motivated by improving both the member experience and team performance.

As a Senior Director, Member Services & Experience you will:

• Drive the vision and strategy for Member Support and Benefits Operations—setting goals, defining structure, and scaling the team through rapid growth
• Lead and inspire a 50+ person org, including managers, team leads, and frontline team members—building a culture rooted in empathy, accountability, and high performance
• Drive operational excellence through process improvement, standardization, and automation—ensuring consistency, quality, and efficiency in every member interaction
• Partner cross-functionally with Product, Engineering, Clinical, and Data teams to streamline systems, drive innovation, and build scalable infrastructure for service delivery
• Champion AI and automation, leveraging tools and technologies to reduce manual work, increase accuracy, and create a more seamless support experience
• Define and monitor KPIs, using data to continuously improve member outcomes, team productivity, and satisfaction
• Develop leadership talent, coaching managers and directors to be exceptional people leaders and strategic operators
• Serve as voice of the member, ensuring operational priorities align with what matters most to their community

They’re looking for you to bring:

• Experienced leader: 15+ years in support, service, or operations, with a track record of managing orgs of 50+ and leading other people leaders (directors, managers)
• Builder’s mindset: You’ve built or scaled large teams and systems from the ground up in fast-paced, high-growth environments
• Analytical & process-oriented: You bring strong operational rigor, systems thinking, and the ability to translate strategy into scalable execution
• Tech-forward operator: Comfortable with tools, automation, AI/LLMs, and data—you know how to operationalize innovation and bring it to life
• Member-obsessed: Deep commitment to delivering compassionate, human support—especially in complex or sensitive health-related domains
• Cross-functional driver: You know how to influence without authority and thrive in matrixed orgs where outcomes require close collaboration
• Culture shaper: You care deeply about team engagement, and building inclusive, psychologically safe environments
• Industry experience: Background in healthcare, digital health, insurance, or health tech preferred—but not required if you bring deep functional experience and curiosity

Salary Range

For candidates in NYC, CO, or CA, the base salary range for this role is $200,000 - $240,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

The hiring company embraces a flexible hybrid work model. This role is open to candidates based in the New York Metropolitan area, or remote from within the US. For those in the New York City office, in-person collaboration is encouraged by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.

This role requires active work authorization in the US.

Benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. The company remains focused on providing a competitive benefits package for their employees. On top of standards such as employer-covered health, dental, and insurance plan options, they offer an inclusive approach to benefits:

• Access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
• Whole-self care through wellness partnerships
• Hybrid work, in office meals, and work together days
• Paid parental leave and new parent stipend (for employees who've been with the company for 1 year+)
• Annual professional development stipend and access to a personal career coach
• 401K matching for US-based employees, with immediate vesting

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Customer Service

• Industries

  Computer and Network Security and Technology, Information and Media

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