[Hiring] Vice President, Member Services @Personify Health

Role Description

Ready to lead the global team that members and providers count on when it matters most?

Every time a member or provider reaches out about benefits, claims, or care, they need a clear, fast, and accurate answer, and Member Services is where that promise is kept or broken. As Vice President, you’ll run a large, global operation while reimagining how service gets delivered through automation, smarter workflows, and better tools. You’ll hold the line on client SLAs and contractual commitments, and you’ll build the roadmap that makes service easier for members and for the teams behind them. This is a builder-operator role, and how well you run today and design tomorrow directly shapes client retention, member trust, and the long-term success of our business.

What You’ll Actually Do:

• Lead a global service organization:
  • Direct the TPA Member Services department, including directors, managers, and supervisors across US and international sites, onsite and remote, to deliver one consistent standard of service.
• Set standards across sites:
  • Establish consistent culture, standards, and accountability worldwide while respecting local labor laws, practices, and customer needs.
• Manage workforce strategy:
  • Own capacity planning, attrition and retention, leave management, vendor and partner use, and site strategy so the right people are in the right places at the right time.
• Develop leaders:
  • Build succession depth, coach managers, and raise the talent bar so the organization is stronger every year.
• Own service performance:
  • Drive results across inbound contact, case resolution, escalations, and quality assurance, keeping an exceptional member experience at the center of every decision.
• Deliver on client commitments:
  • Hit client SLAs, performance guarantees, and contractual obligations consistently, with goals, metrics, and operating rhythms for staffing, forecasting, scheduling, and quality that make performance visible and repeatable.
• Resolve escalations with urgency:
  • Partner with Account Management and Operations leaders to resolve critical issues quickly and put fixes in place so they don’t happen again.
• Build the service transformation roadmap:
  • Create and execute a multi-year plan spanning automation, self-service, workflow improvement, and AI-enabled tools, working with Technology, Analytics, and Operations to prioritize and deploy solutions that reduce effort for members and employees.
• Eliminate manual work and handoffs:
  • Identify where rework and handoffs drive cost or hurt the experience, and remove them.
• Run the business:
  • Own the Member Services budget, cost per contact, and productivity targets; report trends, root causes, and corrective actions to executives and clients; and represent Member Services in client meetings, implementations, and renewals while contributing to enterprise strategy. This role requires 15-25% travel.

Qualifications

• 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
• ITIL experience preferred

Requirements

• Financial expertise, including budget ownership and unit-cost management
• Workforce management, including forecasting, scheduling, and capacity planning
• Quality assurance and SLA performance management
• Data analysis to diagnose problems, set targets, and drive decisions
• Automation, digital self-service, and AI-enabled service tools

Benefits

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions (yes, we use what we build)
• Unlimited PTO—rest and recharge time is non-negotiable
• Mental health support, retirement planning, and financial protection
• Professional development with clear career progression and learning budgets
• Mission-driven culture where diverse perspectives drive real impact on people's health