Vice President, TPA Member Services

Personify Health•Tempe, AZ

21d•$200,000 - $270,000

About The Position

Personify Health is hiring a Vice President of TPA Member Services to lead a global service organization supporting members and providers. This builder-operator role is accountable for current service delivery and for designing improvements that strengthen client retention, member trust, and the business. The Vice President directs leaders across U.S. and international sites, including onsite and remote teams, and establishes consistent service standards while respecting local labor laws, practices, and customer needs. The role owns workforce strategy, service performance, client SLAs and contractual commitments, escalations, and the Member Services budget. It also develops and executes a multi-year service transformation roadmap involving automation, self-service, workflow improvements, and AI-enabled tools in partnership with Technology, Analytics, and Operations. The position requires 15–25% travel.

Requirements

Bachelor’s degree or equivalent experience.
12+ years of experience in service operations, contact center, or member/customer experience leadership.
5+ years leading multi-site or multi-layer organizations.
5+ years of leadership experience in a TPA, healthcare organization, or benefits administration.
Proven record of running a large-scale service operation against client or contractual SLAs.
Experience leading global teams across multiple geographies and time zones, including onsite and remote workforces.
Track record of leading transformation work, such as automation, digital self-service, or technology-enabled process redesign, with measurable results.
Financial expertise, including budget ownership and unit-cost management.
Workforce management expertise, including forecasting, scheduling, and capacity planning.
Quality assurance and SLA performance management skills.
Data analysis skills to diagnose problems, set targets, and drive decisions.
Knowledge of automation, digital self-service, and AI-enabled service tools.

Nice To Haves

ITIL experience preferred.

Responsibilities

Direct the TPA Member Services department, including directors, managers, and supervisors across U.S. and international sites, onsite and remote.
Establish consistent culture, standards, and accountability across sites while respecting local labor laws, practices, and customer needs.
Own capacity planning, attrition and retention, leave management, vendor and partner use, and site strategy.
Build succession depth, coach managers, and develop organizational talent.
Drive performance across inbound contact, case resolution, escalations, and quality assurance, keeping member experience central.
Meet client SLAs, performance guarantees, and contractual obligations through effective goals, metrics, and operating rhythms for staffing, forecasting, scheduling, and quality.
Partner with Account Management and Operations leaders to resolve critical escalations and prevent recurrence.
Create and execute a multi-year roadmap for automation, self-service, workflow improvement, and AI-enabled tools, working with Technology, Analytics, and Operations to prioritize and deploy solutions.
Identify and eliminate manual work, rework, and handoffs that increase costs or harm the experience.
Own the Member Services budget, cost per contact, and productivity targets.
Report trends, root causes, and corrective actions to executives and clients.
Represent Member Services in client meetings, implementations, and renewals, and contribute to enterprise strategy.
Travel 15–25%.