Senior Specialist, Team Lead Member Experience

📋 Description

• Serve as the functional lead for Account Representatives and related member experience roles
• Monitor team capacity, queue management, workflow efficiency, turnaround times, and service levels
• Act as the primary escalation resource for complex onboarding, eligibility, account maintenance
• Support recruitment, interviewing, onboarding, training, coaching, mentoring, and ongoing
• Lead knowledge-sharing initiatives and promote consistent adoption of best practices, training
• Serve as a subject matter expert across member experience operations, including onboarding

🎯 Requirements

• Bachelor's degree or an equivalent combination of education and relevant professional experience.
• At least 5 years of experience in member services, account management, customer success, healthcare
• Previous experience leading, coordinating, or overseeing small teams, ideally involving
• Experience supporting recruitment, candidate interviews, onboarding, training, employee
• Demonstrated experience providing coaching, performance guidance, operational support, and
• Experience leading cross-functional projects, operational improvement programs, workflow redesign

🎁 Benefits

• $85,000–$100,000 annual salary, with placement within the range based on factors such as education
• Medical, dental, vision, and prescription coverage with options for employees and families.
• Flexible Spending Account and Health Savings Account options, including employer contributions.
• Employee Assistance Program, fitness reimbursement, and access to wellness resources.
• Short-term and long-term disability coverage and life insurance.
• 401(k) retirement plan with company matching.