Director, Strategy and Operations - Member Services

SCAN Health Plan • Long Beach, CA

14d • Remote

About The Position

The Director, Service Operations & Strategy leads the strategy, governance, analytics, transformation, and operational integration function for Member Services. The role provides executive-level decision support, coordinates leadership operating rhythms, oversees strategic initiatives and transformation roadmaps, and partners across the organization to translate business priorities into actionable execution plans. It supports operational visibility, performance insights, workforce coordination, and automation opportunities while ensuring alignment across Member Services and enterprise partners.

The Director owns integrated performance reporting and analysis, coordinates Monthly Operating Reviews, and maintains oversight of the project and program portfolio. The role partners with operational and enterprise teams to address dependencies, workforce needs, operational roadblocks, and improvement opportunities. It also serves as the Member Services subject matter expert for Voice AI and related automation opportunities.

SCAN is a not-for-profit health organization focused on improving care and supporting the health and independence of older adults. The position is mostly remote and offers a base salary range of $160,000–$210,000 plus an incentive plan.

Requirements

• Bachelor’s degree in Business Administration, Healthcare Administration, Operations, Analytics, or a related field, or an equivalent combination of education.
• 5–7 years of related experience.
• Five years of leadership experience, including direct people leadership, matrix leadership, or management of cross-functional initiatives.
• Progressively responsible experience in operations, business operations, strategy, analytics, program management, or related functions.
• Experience developing executive-level reporting, operational dashboards, scorecards, business reviews, and decision-support materials.
• Experience leading strategic initiatives, transformation workstreams, governance routines, or portfolio management activities.
• Experience working cross-functionally with operational, analytics, technology, workforce management, finance, human resources, training, and external partner teams.
• Experience in healthcare, managed care, Medicare Advantage, member services, contact center operations, or regulated service environments.
• Experience with artificial intelligence, automation, Voice AI, process improvement, or technology-enabled service transformation.
• Experience supporting executive leadership in a strategic operations, chief-of-staff, PMO, or business operations capacity.
• Curiosity about AI and its potential to transform operations and member service.
• Successful completion of a background check.

Responsibilities

• Lead the strategy, governance, and operational integration function for Member Experience/Member Services in support of organizational priorities.
• Own integrated performance reporting, scorecards, dashboards, and trend analysis to identify risks, opportunities, and actionable insights.
• Coordinate Monthly Operating Reviews and leadership operating rhythms, consolidating updates, decisions, commitments, owners, and follow-up actions.
• Translate strategic priorities into execution plans and oversee the project/program portfolio, transformation roadmap, milestones, dependencies, risks, and resource needs.
• Partner with Analytics, Technology, Workforce Management, Training, People & Culture, Finance, Outreach/BPO, and other stakeholders to align work across the Member Services ecosystem.
• Maintain consolidated visibility into hiring needs, open requisitions, recruiting progress, and workforce-related updates for Member Services leadership.
• Identify, track, and escalate operational roadblocks, cross-functional dependencies, and action plans to support timely resolution.
• Provide executive reporting and decision support, including integrated updates on performance, hiring, transformation initiatives, risks, priorities, and key decisions.
• Serve as the Member Services subject matter expert for Voice AI and related automation opportunities, partnering with cross-functional teams to identify and advance process improvements.
• Analyze productivity, utilization, cost, operational performance, and emerging business trends to support fact-based decision-making and continuous improvement.
• Actively support the achievement of SCAN’s Vision and Goals.
• Perform other duties as assigned.

Benefits

• Annual employee bonus program
• Robust wellness program
• Generous paid time off
• 11 paid holidays per year, one floating holiday, birthday off, and two volunteer days
• 401(k) retirement savings plan with employer match
• Employee recognition program
• Tuition reimbursement
• Employee development and growth opportunities
• In-depth training and access to state-of-the-art tools

What This Job Offers

• Job Type: Full-time
• Career Level: Director