Senior Director, Member Engagement Operations

Matrix Medical Network•UNAVAILABLE, UNAVAILABLE

2d•Remote

About The Position

The Senior Director, Member Engagement Operations leads the operational execution of Matrix Medical Network’s omnichannel member engagement strategy, ensuring a seamless, consistent, and effective experience across voice, text, chat, digital self-service, and scheduling channels. The role provides strategic operational leadership for contact center operations, business process outsourcing (BPO) partnerships, engagement technologies, and performance optimization. This leader oversees integrated engagement activities and the use of data, automation, analytics, and AI-enabled solutions to improve member access, engagement, conversion, and operational efficiency. The position is accountable for vendor performance, quality outcomes, and implementation of an evolving, technology-enabled engagement model. It works with Marketing, Product & Technology, Enterprise Demand & Planning, and Clinical and Compliance leadership to turn enterprise strategy into scalable processes that support business objectives and improve member experience and performance. The role is fully remote and must be based in the United States. It is full-time, salaried, with full-time day hours. Compensation is $134,000–$202,000 per year, with a 20–30% bonus.

Requirements

Bachelor’s degree in Business Administration, Healthcare Administration, Operations Management, or a related field; equivalent combinations of education and relevant experience may be considered.
At least 8–10 years of progressive leadership experience in healthcare operations, contact center operations, member engagement, or related functions.
Demonstrated experience leading large-scale, multichannel contact center operations, including outsourced BPO partnerships.
Proven experience managing vendor performance, operational transitions, and complex service delivery models.
Demonstrated success implementing operational improvements, technology-enabled solutions, and performance optimization initiatives.
Proven ability to lead cross-functional initiatives and deliver measurable business results within aggressive timelines.
Strong understanding of healthcare member engagement, contact center operations, and omnichannel service delivery.
Expertise in outsourced vendor management, performance governance, quality assurance, and operational accountability.
Working knowledge of contact center technologies, CRM platforms, digital engagement tools, and workforce management principles.
Ability to translate strategic business objectives into actionable operational plans, processes, and performance expectations.
Strong analytical and financial acumen, including the ability to interpret operational metrics and make data-informed decisions.
Demonstrated ability to lead complex operational transformations and manage competing priorities in a dynamic environment.
Strong executive communication, relationship management, influencing, and cross-functional collaboration skills.
Ability to identify operational risks, develop solutions, and execute improvements while maintaining service continuity.
Leadership skills focused on accountability, team development, change management, and continuous improvement.
Understanding of healthcare regulatory requirements, member privacy, and compliance considerations relevant to member engagement operations.

Nice To Haves

Master’s degree in Business Administration, Healthcare Administration, or a related discipline.
Experience within Medicare Advantage, Medicaid, managed care, value-based care, or related healthcare environments.
Experience leveraging AI, automation, predictive analytics, or advanced engagement technologies in a production environment.

Responsibilities

Lead operational execution of the member engagement model across inbound and outbound calls, two-way text messaging, chat, digital self-service, and scheduling.
Coordinate member interactions throughout the engagement lifecycle, from initial outreach and appointment scheduling through visit confirmation and completion.
Develop and implement scalable processes to improve accessibility, responsiveness, engagement, and conversion.
Integrate engagement channels to provide a seamless member experience while optimizing operational performance and resource utilization.
Partner with Enterprise Demand & Planning to align workforce deployment, channel utilization, and activities with business demand and priorities.
Identify opportunities to enhance engagement through alternative channels, partnerships, and innovative outreach approaches.
Oversee outsourced contact center and BPO partners, ensuring alignment with service expectations, contracts, and performance standards.
Lead BPO operational planning, onboarding, transitions, and performance stabilization to support service continuity and business readiness.
Establish vendor governance, scorecards, service-level expectations, and accountability measures.
Monitor vendor and agent productivity, quality, efficiency, and engagement outcomes; implement corrective actions and improvement initiatives.
Work with internal stakeholders to evaluate vendor capabilities, operational risks, and service delivery improvements.
Maintain consistent processes, quality standards, and member experiences across internal and outsourced engagement activities.
Lead implementation and adoption of automation, predictive analytics, and agentic AI across voice, text, and chat channels.
Partner with Product & Technology to optimize contact center platforms, member engagement systems, and digital scheduling capabilities.
Set operational processes and standards for AI-enabled tools, including automated quality assurance, interaction documentation, call dispositions, and real-time agent guidance.
Use engagement analytics, propensity models, and next-best-action capabilities to improve outreach effectiveness, channel selection, and conversion.
Oversee operational use and optimization of Care Compass, Genesys, and other enterprise engagement platforms.
Evaluate emerging technologies and capabilities for their potential to improve engagement, productivity, scalability, and cost efficiency.
Ensure operational controls, quality monitoring, and compliance considerations are incorporated into technology-enabled processes.
Establish and monitor KPIs for engagement effectiveness, operational efficiency, vendor performance, and service quality.
Drive improvements in contact rates, acceptance rates, conversion rates, cost per completed assessment, and member experience outcomes.
Use operational data, reporting, and analytics to identify trends, service gaps, and improvement opportunities.
Develop quality assurance frameworks for individual agent and vendor performance and the end-to-end engagement experience.
Ensure scheduling, reminders, confirmations, and visit completion processes are accurate, coordinated, and effective across applicable visit types.
Lead continuous improvement initiatives to streamline workflows, reduce costs, improve productivity, and enhance member satisfaction.
Provide executive leadership with regular performance updates, operational insights, and recommendations.
Collaborate with Marketing to operationalize member communications, messaging, and content across channels while maintaining functional accountability.
Partner with Product & Technology to translate business requirements into scalable technology solutions and workflows.
Work with Clinical and Compliance leadership to ensure processes support clinical requirements, regulatory standards, and organizational policies.
Collaborate with Enterprise Demand & Planning leadership on workforce management execution, staffing priorities, and channel capacity.
Lead cross-functional initiatives involving new engagement capabilities, vendor transitions, process improvements, and enterprise transformation.
Identify operational risks, dependencies, and opportunities and develop solutions that support continuity and strategic objectives.
Advise executive leadership on engagement performance, capabilities, and improvement opportunities.
Provide leadership, direction, and accountability for assigned teams, vendors, and operational initiatives.
Set performance expectations, operational priorities, and accountability measures for teams and partners.
Foster collaboration, continuous improvement, innovation, and member-focused service.
Develop organizational capabilities for evolving technologies, operating models, and business requirements.
Lead organizational change while balancing strategic priorities with timely execution and measurable results.