VP, Member Orchestration Architecture – Design

🔥 14 hours ago

🏄 California, Nevada – Remote

🏄 California – Remote 🎰 Nevada – Remote

💵 $262.1k - $393.2k / year

⏰ Full Time

🔴 Lead

🏛️ Architect

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Alignment Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

⚕️ Healthcare Insurance

🛡️ Insurance

🏥 Healthcare

💰 $135M Series C on 2020-03

Healthcare Insurance • Insurance • Healthcare

Alignment Health is dedicated to providing comprehensive care for Medicare members, emphasizing the needs of seniors, the chronically ill, and those who are frail. With a mission to transform senior healthcare, Alignment Health leverages a tailored care model and advanced technology to deliver high-quality, low-cost healthcare services. Their 24/7 concierge care team collaborates with trusted local providers to ensure that every member receives personalized care, reflecting the company's commitment to treating all members as valued family members.

📋 Description

• Define and advance Alignment Healthcare's future-state member experience • Own member experience strategy, journey architecture, innovation roadmap, digital and AI transformation portfolio, outbound activity, and governance model • Develop and execute an enterprise CX transformation roadmap focused on digital, AI, automation, self-service, personalization, and omnichannel engagement • Establish the future-state member experience vision aligned with organizational growth objectives • Create strategic business cases, investment justifications, ROI analyses, and capital expenditure proposals • Lead cross-functional transformation initiatives from concept through implementation and value realization • Identify industry trends, competitive benchmarks, and emerging technologies • Own current-state and future-state member journey maps, friction-point analysis, service recovery pathways, and improvement priorities • Institutionalize the Alignment Moments that Matter framework • Deliver journey maps, experience gap assessments, journey scorecards, prioritization matrices, effort-reduction recommendations, and outreach strategies • Design future-state member experiences and service blueprints • Redesign member-facing workflows and simplify complex processes • Lead evaluation, piloting, implementation, and scaling of conversational AI, generative AI, AI agents, intelligent outreach, contact center AI, care navigation, predictive analytics, self-service, personalization, and automation technologies • Build and internally pilot AI-enabled tools and workflows before member-facing deployment • Define AI governance and responsible AI practices with technology, compliance, data governance, and privacy teams • Measure AI adoption, productivity improvement, business value, and operational outcomes • Develop the enterprise Voice of Member strategy and closed-loop feedback system • Integrate CAHPS, NPS, CTM, grievance, complaint, and contact center feedback into journey improvements • Assess capability gaps and evaluate build, buy, and partnership alternatives • Lead vendor evaluations and RFP processes; manage strategic technology and vendor partnerships • Own business cases, ROI realization, capital planning, vendor investments, benefit tracking, governance councils, KPI frameworks, dashboards, and scorecards • Build and lead a team responsible for journey mapping, AI and digital solution development, member outreach, and service recovery • Hire, train, coach, manage performance, and administer corrective action • Drive alignment across Member Services, Appeals & Grievances, Clinical Operations, Care Management, Marketing, Stars & Quality, Product, DTS/Technology, Operations, AI Council, and Executive Leadership • Produce reports monitoring implementation progress and impact • Report to the SVP, Customer Experience Member Operations

🎯 Requirements

• 15+ years of leadership experience in customer experience, operations transformation, digital strategy, consulting, enterprise transformation, or a related field • Significant operations leadership experience, including direct experience designing and implementing AI or automation solutions • Experience across hands-on technical execution, workflow design, tool development, strategic planning, roadmaps, vendor management, and governance • Experience in a regulated industry with knowledge of data privacy and AI deployment compliance requirements • Senior-level cross-functional leadership, stakeholder management, and influencing without direct authority • Experience scaling customer experience functions supporting 500,000+ customers or members • Experience leading AI, digital, or contact center transformation initiatives • Experience presenting strategy and investment recommendations to executive leadership and Boards • Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience • Enterprise CX strategy, journey mapping, service design, and operating model redesign • Digital transformation, AI strategy, responsible AI governance, automation, and technology portfolio prioritization • Business-case development, ROI analysis, capital planning, benefit realization, and executive-level storytelling • Voice of Member analytics using CAHPS, NPS, CTM, grievance, complaint, and contact center data • Vendor evaluation, RFP leadership, strategic partnership management, and governance • Ability to convert ambiguous problems into a strategy, investment plan, operating model, and implementation roadmap • Preferred: Experience in healthcare or health plan operations • Preferred: Experience in Medicare Advantage, payer, provider, financial services, airline, hospitality, or another highly regulated service industry • Preferred: Master's Degree (MA)

🏖️ Benefits

• Fully remote work arrangement • Regular travel to Orange, California and Las Vegas, Nevada • Reasonable accommodations for individuals with disabilities

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