Vice President, Global Member Services & Transformation

Personify Health, Inc.

United States

Hybrid

USD 200,000 - 270,000

Full time

7 days ago

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Benefits offered by this job

Competitive base salary and benefits

Comprehensive medical and dental

Unlimited PTO

Mental health support

Professional development

Job summary

Personify Health, Inc. seeks a Vice President, Member Services to steer a global, multi-site operation across US and international sites, onsite and remote, delivering a consistent standard of service.

You will own workforce strategy, SLA performance, and a multi-year transformation roadmap blending automation and AI-enabled tools to enhance member experiences. The role requires 12+ years in service operations leadership, global team experience, and a proven track record in healthcare/TPA

Qualifications

Bachelor’s degree or equivalent experience.
12+ years of experience in service operations, contact center, or member/customer experience leadership.
5+ years leading multi-site or multi-layer organizations.
5+ years of leadership experience in a TPA, healthcare organization, or benefits administration.
Proven record of running a large-scale service operation against client or contractual SLAs.
Experience leading global teams across multiple geographies and time zones, including onsite and remote workforces.
Track record of leading transformation work, such as automation, digital self-service, or technology-enabled process redesign, with measurable results.
ITIL experience preferred.

Responsibilities

Lead a global service organization: Direct the TPA Member Services department, including directors, managers, and supervisors across US and international sites, onsite and remote, to deliver one consistent standard of service.
Set standards across sites: Establish consistent culture, standards, and accountability worldwide while respecting local labor laws, practices, and customer needs.
Manage workforce strategy: Own capacity planning, attrition and retention, leave management, vendor and partner use, and site strategy so the right people are in the right places at the right time.
Develop leaders: Build succession depth, coach managers, and raise the talent bar so the organization is stronger every year.
Own service performance: Drive results across inbound contact, case resolution, escalations, and quality assurance, keeping an exceptional member experience at the center of every decision.
Deliver on client commitments: Hit client SLAs, performance guarantees, and contractual obligations consistently, with goals, metrics, and operating rhythms for staffing, forecasting, scheduling, and quality that make performance visible and repeatable.
Resolve escalations with urgency: Partner with Account Management and Operations leaders to resolve critical issues quickly and put fixes in place so they don’t happen again.
Build the service transformation roadmap: Create and execute a multi-year plan spanning automation, self-service, workflow improvement, and AI-enabled tools, working with Technology, Analytics, and Operations to prioritize and deploy solutions that reduce effort for members and employees.
Eliminate manual work and handoffs: Identify where rework and handoffs drive cost or hurt the experience, and remove them.
Run the business: Own the Member Services budget, cost per contact, and productivity targets; report trends, root causes, and corrective actions to executives and clients; and represent Member Services in client meetings, implementations, and renewals while contributing to enterprise strategy. This role requires 15-25% travel.