[Hiring] Member Lifecycle Director @Alignment Health

Role Description

The Member Lifecycle Director - Transformation is responsible for defining and executing the strategy to improve member operations across the member lifecycle, including acquisition, enrollment, onboarding, engagement, service, retention, and renewal. This role leads initiatives that enhance member experience, improve operational efficiency, increase retention, support growth, and improve business performance.

• Define and lead the strategy for improving member operations across the member lifecycle.
• Develop a multi-year roadmap that aligns operational improvements, technology investments, and business priorities.
• Identify opportunities to improve member experience, operational efficiency, retention, and growth.

• Design and evolve member operations operating models to support growth, scalability, and performance.
• Develop workflows, governance structures, service models, and accountability frameworks.
• Ensure processes support a consistent and effective member experience across markets.

• Lead efforts to assess and improve member journeys across the lifecycle.
• Partner with Operations, Clinical Services, Product, and Marketing leaders to improve engagement, access, service delivery, and retention.
• Leverage member feedback, operational performance data, and market insights to prioritize improvement opportunities.
• Lead cross-functional process redesign initiatives that improve quality, efficiency, and member outcomes.
• Identify operational bottlenecks and barriers affecting member experience or business performance.
• Drive continuous improvement through process redesign, automation, workflow optimization, and standardization.

• Partner with Product and Technology teams to prioritize member-facing and operational technology investments.
• Translate business requirements into scalable technology solutions.
• Lead implementation of automation, AI-enabled capabilities, digital engagement tools, workflow technologies, and self-service solutions.

• Establish KPIs and success measures for transformation initiatives.
• Monitor performance and ensure initiatives deliver measurable business value and return on investment.
• Develop business cases supporting transformation priorities and investment decisions.

• Serve as the primary liaison across Operations, Clinical Services, Product, Technology, Marketing, Analytics, Quality, Compliance, Network, Finance, and market leadership.
• Facilitate governance forums and executive steering committees to ensure alignment and execution.
• Build stakeholder alignment and drive adoption of new processes, operating models, and technologies.

• Evaluate technologies, vendors, and operational capabilities that support member operations performance.
• Conduct operational assessments and develop recommendations based on business impact, scalability, feasibility, and return on investment.
• Lead implementation efforts and ensure adoption and sustained results.

Qualifications

• Minimum 7 years of progressive leadership experience in healthcare operations, care delivery, provider strategy, network strategy, product management, or related healthcare functions.
• Experience leading technology-enabled operational improvement efforts and digital product or platform initiatives.

Requirements

• Required: Bachelor's degree in Healthcare Administration, Business Administration, or a related field; four years of additional directly relevant experience may be considered in lieu of a degree.
• Preferred: MBA, MHA, or equivalent graduate degree with concentration in healthcare operations, strategy, or technology.
• Demonstrated working knowledge of healthcare delivery models, provider performance management, referral management, care routing frameworks, and value-based care principles.

Benefits

• Pay Range: $130,332.00 - $195,498.00
• Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.