Vice President, TPA Member Services

Ladders; United States; A distancia; USD 200.000 - 270.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation and benefits

Comprehensive medical and dental

Unlimited PTO

Mental health support and retirement

Professional development and career增长

Mission-driven culture

Descripción de la vacante

Ladders is seeking a Vice President, TPA Member Services to lead a global service organization delivering high-quality member support across sites and geographies. The role focuses on service excellence, operational accountability, and driving a strong customer-centric culture while improving efficiency and retention.

The ideal candidate will partner with senior leaders to strengthen workforce planning, develop talent, and elevate performance across the member services function.

Formación

• Bachelor’s degree or equivalent experience.
• 12+ years in service operations or customer experience leadership.
• 5+ years leading multi-site organizations.
• 5+ years in a TPA, healthcare, or benefits administration environment.
• Proven record of managing large-scale service operations against SLAs.
• Experience with global teams across multiple geographies.
• Track record of leading transformation initiatives with measurable results.

Responsabilidades

• Lead a global service organization to ensure consistent service standards.
• Establish culture and accountability across international sites.
• Manage workforce strategy for optimal staffing and retention.
• Develop leadership talent and build succession depth.
• Drive service performance with a focus on member experience.
• Ensure compliance with client SLAs and performance metrics.
• Resolve escalations swiftly in collaboration with other leaders.
• Create and execute a service transformation roadmap.
• Identify and eliminate inefficiencies in processes.
• Own the Member Services budget and report on performance trends.

Educación

Bachelor’s degree or equivalent experience

Descripción del empleo

For our client, we are seeking a Vice President, TPA Member Services to join the team of a leader in the Information Technology space.

This executive will lead a global service organization responsible for delivering consistent, high-quality member support across multiple sites and geographies. The role will focus on service excellence, operational accountability, and driving a strong customer-centric culture while improving efficiency and retention. The ideal candidate will partner closely with senior leaders to strengthen workforce planning, develop talent, and elevate performance across the member services function.

Location: Remote

Compensation: $200,000 – $270,000 annually

Responsibilities

• Lead a global service organization to ensure consistent service standards
• Establish culture and accountability across international sites
• Manage workforce strategy for optimal staffing and retention
• Develop leadership talent and build succession depth
• Drive service performance with a focus on member experience
• Ensure compliance with client SLAs and performance metrics
• Resolve escalations swiftly in collaboration with other leaders
• Create and execute a service transformation roadmap
• Identify and eliminate inefficiencies in processes
• Own the Member Services budget and report on performance trends

Qualifications

• Bachelor’s degree or equivalent experience
• 12+ years in service operations or customer experience leadership
• 5+ years leading multi-site organizations
• 5+ years in a TPA, healthcare, or benefits administration environment
• Proven record of managing large-scale service operations against SLAs
• Experience with global teams across multiple geographies
• Track record of leading transformation initiatives with measurable results

Benefits

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental coverage
• Unlimited PTO for rest and recharge
• Mental health support and retirement planning
• Professional development with clear career progression
• Mission-driven culture promoting diverse perspectives

Our client is an equal opportunity employer.