What are the responsibilities and job description for the Director of Member Experience position at OneVeracity?
Location: 1701 Barrett Lakes Blvd, St 150, Kennesaw, GA 30144
Position Title: Director, Member Experience
The Director of Member Experience, reporting to the VP of Client Solutions, is responsible for leading and optimizing member-facing operations across both medical (TPA) and pharmacy (RX) service channels.
This role oversees call center operations while driving a broader, organization-wide focus on member satisfaction, accessibility, and engagement. The Director will establish scalable processes, leverage data and insights, and partner cross-functionally to improve service delivery, reduce friction in the member journey, and enhance overall experience and outcomes.
Key Responsibilities
- Lead member service operations across TPA and RX, ensuring consistent, high-quality member interactions.
- Evaluate and improve processes, workflows, and systems to establish scalable and efficient operating models.
- Define and monitor performance standards (e.g., service levels, quality, responsiveness, first call resolution).
- Analyze call center metrics and member feedback to identify trends, root causes, and opportunities for improvement.
- Develop and implement workforce planning strategies, including capacity modeling, forecasting, and staffing optimization.
- Build and maintain performance dashboards to support data-driven decision-making.
- Partner with Member Experience Managers to assess performance trends and guide coaching, training, and development efforts.
- Implement quality assurance and continuous improvement programs to enhance service outcomes.
- Collaborate cross-functionally to address upstream drivers of member inquiries and improve the overall member journey.
- Lead initiatives to simplify processes, reduce call volume, and improve member satisfaction across all touchpoints.
- Influence stakeholders across operations, pharmacy, and benefits to drive alignment and improvements.
- Build, develop, and mentor high-performing teams, fostering a culture of accountability, empathy, and operational discipline.
- Perform other duties as assigned.
Qualifications
Required
- Bachelor’s degree required
- Experience in call center or member services operations, preferably in healthcare
- Experience leading teams and developing people leaders
- Experience using data and performance metrics to drive operational decisions and improvements
- Experience with workforce planning, capacity modeling, operational optimization
- Knowledge of call center KPIs and impact on service levels and staffing
- Experience improving processes or workflows in a growing or evolving environment
- Ability to work cross-functionally and influence outcomes
Preferred
- Experience in both TPA and PBM member support environments, or demonstrated ability to quickly build cross-functional expertise
- Strong proficiency in data analysis tools (Excel advanced functions, Power BI, Tableau, or similar)
- Experience implementing new systems, tools, or operational frameworks
- Experience with call center technologies (IVR systems, CRM platforms)
- Experience reducing call volume through upstream operation or design improvements
- Exposure to multi-channel support models (phone, chat, digital)
- Background in member journey mapping or experience design
Key Competencies
- Contact center operations leadership
- Data-driven decision making
- Workforce planning and capacity management
- Operational discipline and process optimization
- Analytical and problem-solving skills
- Cross-functional collaboration
- Strategic and systems thinking
- Change leadership and team development