[Hiring] Senior Director, Member Engagement Operations @Matrix Medical Network

Role Description

The Sr. Director, Member Engagement Operations is responsible for leading the operational execution of Matrix Medical Network's omnichannel member engagement strategy, ensuring a seamless, consistent, and effective experience across all member interaction channels. This role provides strategic operational leadership and accountability for contact center operations, business process outsourcing (BPO) partnerships, member engagement technologies, and performance optimization.

• Lead the operational execution of Matrix's member engagement model across multiple communication channels, including inbound and outbound calls, two-way text messaging, chat, digital self-service, and scheduling.
• Ensure consistent, coordinated member interactions throughout the engagement lifecycle, from initial outreach and appointment scheduling through visit confirmation and completion.
• Develop and implement scalable operational processes that improve member accessibility, responsiveness, engagement, and conversion.
• Oversee the integration of engagement channels to create a seamless member experience while optimizing operational performance and resource utilization.
• Partner with Enterprise Demand & Planning to align workforce deployment, channel utilization, and operational activities with business demand and engagement priorities.
• Identify and implement opportunities to enhance member engagement through alternative channels, strategic partnerships, and innovative outreach approaches.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field required.
• Master's degree in Business Administration, Healthcare Administration, or a related discipline preferred.
• Minimum of 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.
• Experience within Medicare Advantage, Medicaid, managed care, value-based care, or related healthcare environments strongly preferred.
• Demonstrated success implementing operational improvements, technology-enabled solutions, and performance optimization initiatives.
• Experience leveraging AI, automation, predictive analytics, or advanced engagement technologies in a production environment preferred.
• Proven ability to lead cross-functional initiatives and deliver measurable business results within aggressive timelines.

Requirements

• Strong understanding of healthcare member engagement, contact center operations, and omnichannel service delivery models.
• 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, with the ability to interpret operational metrics and drive data-informed decisions.
• Knowledge of AI-enabled engagement technologies, automation capabilities, and emerging contact center innovations.
• Demonstrated ability to lead complex operational transformations and manage competing priorities in a dynamic business 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.
• Demonstrated leadership capabilities with a focus on accountability, team development, change management, and continuous improvement.
• Understanding of healthcare regulatory requirements, member privacy, and compliance considerations relevant to member engagement operations.

Benefits

• Medical, Dental, Vision
• Paid time off
• Paid holidays
• 401K with company matching
• Voluntary life insurance
• Short term disability
• Long term disability
• Employee assistance program
• Health savings account
• Flexible spending accounts
• Additional voluntary benefits available