Hi, we're Gravie, and we are building the health plan of the future. For the past few decades, the health insurance industry has evolved to serve the needs of employers, insurance companies, brokers, and (sometimes) doctors and hospitals. The needs of the consumer, however, have largely been left out of the equation. We're changing that. We are rebuilding the entire health insurance stack, with the consumer as the central focus. Our goal is to create a health plan that people can love.
A Little More About Us:
• We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space.
• We are one of the fastest growing health benefits companies in the country. We have received numerous awards and accolades, including Inc. Magazine Best in Business Gold Medal award in 2021, and JMP Securities Top 50 Private Companies in Insurtech in 2022.
• We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized.
• Our customers like us. Our revenue churn is in the low single digits, in an industry where greater than 20% churn is common.
• Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve. We may not be the right place for everybody, but if you get energized by doing work every day that focuses on putting consumers first, we could be a great place for you. It takes unique people and diverse perspectives to deliver our results. We encourage you to be your authentic self - we like you that way.
A Little More About the Role:
We're looking for a Vice President of Member Services Operations . This is a key position in our company: you'll be responsible for the smooth execution and operations in one of our most important functions - our member services teams. You will work closely with almost every department at Gravie, from sales and account management, to product and engineering to claims administration to develop and implement processes and member experiences for our products and services. You'll oversee the customer care function to support our rapid growth. You will rely on data and metrics to help inform decisions, and lead and mentor a team dedicated to building a critical part of a health plan that everyone can love.
You will:
• Define and execute on strategies that sets a standard of amazing customer experiences for our members, and oversee the implementation of programs and projects that realize this strategy.
• Partner with Product leadership to help refine the Gravie Care product strategy and roadmap, including member portal, mobile app, and other applications, and create and execute on a plan to bring them to life.
• Partner with Technology leadership to identify technologies and systems needed to deliver on the Gravie Care experience.
• Partner with Sales, Account Management, Clinical Programs, Customer Experience, and Operations leadership to conceptualize and prioritize Gravie Care initiatives.
• Develop and implement quality assurance and training strategy that ensures the highest standard of customer service is delivered and maintained in all aspects of the Gravie Care functions, including inbound/outbound contact management, emails, and other written correspondence.
• Oversee day-to-day operations of the Gravie Care contact center.
• Design metrics to measure performance and ensure attainment of all performance measures including quality, service levels, and customer satisfaction.
• Focus on creating scalable processes and practices to accommodate our rapid growth, coaching the team through a period of hyper-growth.
• Inspire and lead an amazing team of customer service professionals. Hire, coach, and mentor Gravie Care leaders to set high expectations, hold teams accountable and facilitate a high-performance culture on the Gravie Care team.
• Collaborate with leaders across the organization to anticipate, plan and manage the impact of cross-functional initiatives on the Gravie Care team and the member experience.
• Demonstrate commitment to core Gravie competencies of being authentic, curious, creative, empathetic and outcome oriented.
You bring:
• We care less about your degree and more about your ability to think critically and speak your mind, use data and information to help you make decisions and solve problems, and your creativity.
• We also care less about your previous titles and more about the depth and breadth of experiences you've had creating and running a world class customer service program.
• A high degree of comfort and familiarity with tools and technology
• Proven ability to inspire a team, develop leaders and hold teams to a high standard of performance.
• Previous success establishing processes and tools and scaling teams in high growth environment.
• Excellent analytical capabilities and previous experiences using data and information to inform decisions
• Ability to track and report on Call Center Metrics
• Ability to deal with ambiguity, shift gears comfortably, and decide and act without having the total picture
Extra credit:
• Health Benefits experience is strongly preferred
• Experience leading vendor selection and system implementations is also preferred
Competitive pay is standard. Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard benefits, Gravie's package includes alternative medicine coverage, flexible PTO, up to 16 weeks paid parental leave, paid holidays, cell phone reimbursement, education reimbursement, and 1 week of paid paw-ternity leave just to name a few.