[Hiring] Vice President, Member Experience @BetterLife

Role Description

BetterLife is looking for a VP of Member Experience who is passionate about creating exceptional experiences and delighting our members and agents with every interaction. We want a leader who can set the vision for how we serve our members and agents, build a culture that goes beyond simply meeting expectations, and find ways to make doing business with BetterLife easier.

Reporting to our SVP of Operations, you’ll lead our Contact Center and Inforce Administration teams, oversee service levels, member satisfaction, and NPS, and drive automation and process improvements that make a meaningful difference for our employees, members, and agents.

• Lead the Contact Center (call handling, staffing, quality, first call resolution) and Inforce Administration (policy changes, billing, payments, SLAs)
• Create a service culture focused on delighting our members and agents, making every interaction easy, personal, and positive
• Roll up your sleeves to simplify complex processes and systems, using new technology and system enhancements to make work faster and easier for our teams, members, and agents
• Build voice of the member programs and turn feedback into real improvements
• Lead our remote hiring, training, and onboarding
• Coach and develop managers and team leads to build a caring, service focused culture where employees feel empowered to go above and beyond

Qualifications

• 10+ years in customer or member service operations, including 5+ years leading contact center or policy administration teams and managing managers
• Experience leading different types of teams at once, such as a phone based service team and a back office processing team
• Experience hiring, training, and leading remote teams
• Hands on knowledge of contact center phone systems (IVR, call routing), workforce management tools, and policy administration systems
• Bachelor’s degree or equivalent experience
• Life insurance or annuity experience required
• Fully remote, with up to 20% travel