Director, Member Services Operations

🕒 3 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $150.000 - $170.000 / ano

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

👻 Score fantasma 8%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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When

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2020

🛡️ Seguros

👥 RH Tech

☁️ SaaS

🔥 Investimento no último ano

💰 $10.200.000 Series A em 2026-02

Insurance • HR Tech • SaaS

A When é uma plataforma empresarial (When Insurance Agency, Inc. ) que ajuda empregadores a gerenciar transições de cobertura de saúde em eventos de vida qualificáveis. A empresa oferece suporte à tomada de decisão e enrollment guiado para funcionários desligados e outras mudanças de cobertura — incluindo alternativas ao COBRA, educação e orientação para enrollment no Medicare e soluções de ICHRA alinhadas a brokers. A When combina tecnologia, licenciamento e agentes licenciados e não comissionados para integrar-se aos fluxos de trabalho existentes de benefícios corporativos, com o objetivo de reduzir a exposição do empregador a claims e diminuir os custos de renovação. Seus produtos incluem When Next (suporte à tomada de decisão), When Medicare Pro (orientação proativa sobre Medicare) e When Choice (solução de ICHRA). A plataforma é voltada para equipes de RH e benefícios de grandes empresas e possui licença para operar nos 50 estados dos EUA.

Descrição

• Lead When’s Member Services team, including full-time licensed agents and specialists • Manage scheduling, coaching, and performance management • Own the member experience across phone, email, and chat • Define outreach cadence, scripts, escalation paths, and enrollment workflows • Run quality assurance and training through call and email review, scorecards, calibration, and onboarding • Serve as the escalation point for complex member situations • Improve processes for technical issues, platform troubleshooting, and non-technical member questions • Hire, onboard, and develop agents as the team grows • Build specialist roles such as enrollment and licensing • Own team tools and workflows in Zendesk • Partner with Product and Technology on agent tooling, automation, and digital-to-human handoff • Automate and simplify team workflows, including AI-assisted tools • Forecast capacity for open enrollment, Medicare AEP, ICHRA effective dates, client launches, and reduction-in-force events • Manage capacity across full-time agents, partners, and contractors • Manage the 1099 contract agent network and overflow agency partners • Ensure partner and contractor agents meet internal quality and compliance standards • Own the team budget, including contractor and partner spend • Own the agency KPI framework, including speed to answer, abandonment, response time, first-contact resolution, quality, CSAT, productivity, enrollment completion, and COBRA participation rate • Build dashboards and turn performance data into operating decisions • Provide Customer Success with member engagement and COBRA deflection data • Partner with leadership on scaling Member Services as volume and products grow

🎯 Requisitos

• 8+ years in customer support or contact center operations • 4+ years leading teams • Hands-on experience with Zendesk or a similar platform • Experience with workflow automation and reporting tools • Comfortable using AI-assisted support tools • Experience defining KPIs, building dashboards, and turning performance data into operating decisions • Experience in health care, digital health, health insurance, benefits, or another health-related setting • Experience with capacity planning for seasonally changing volume • Experience managing outsourced, partner, or 1099 agent capacity alongside an internal team • Excellent communication and high emotional intelligence • Ability to make complex health insurance topics simple • Ability to operate effectively in an early-stage environment • Familiarity with HubSpot and business intelligence tools such as Metabase preferred • Experience standing up a quality assurance program from scratch preferred • Bachelor’s degree or equivalent relevant experience preferred • Must be currently authorized to work in the United States • Willingness to work without requiring employment sponsorship

🏖️ Benefícios

• 100% employer-paid health insurance • Stock options • Remote work • Minimal travel for company meetings and occasional client meetings

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