Director, Strategy and Operations - Member Services
About The Position
The Director, Service Operations & Strategy leads strategy, governance, analytics, transformation, and operational integration for Member Services. The role provides executive-level decision support, coordinates leadership operating rhythms, oversees strategic initiatives and transformation roadmaps, and works across functions to translate business priorities into actionable execution plans. It supports operational visibility, performance insights, workforce coordination, and automation opportunities while aligning Member Services with enterprise partners. The Director owns integrated reporting and performance analysis; coordinates operating reviews and leadership follow-up; oversees the project and program portfolio, milestones, dependencies, risks, and resource needs; and provides consolidated visibility into workforce needs and recruiting progress. The role also serves as the Member Services subject matter expert for Voice AI and related automation opportunities, analyzing operational performance and supporting continuous improvement. The position actively supports SCAN’s vision and goals, and may perform other duties as assigned.
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.
- 5 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.
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 and transformation roadmap, including 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 Member Services hiring needs, open requisitions, recruiting progress, and workforce-related updates.
- 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 (PTO)
- 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
- In-depth training, state-of-the-art tools, and development and growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Director
