Responsibilities:

• As Head of the Member Care Advocacy team, which is a geographically distributed team of 300+ agents and 20+ leaders; you will lead and coach a high functioning team, including multiple resource types (FTE, contract, outsource).
• You will be responsible for performance on a set of operational Goals, including customer-oriented Performance Guarantees and company-level OKRs.
• You will create and lead a vision for a multi-year roadmap for the Member Care Advocacy team, setting clear goals and milestones ensuring adherence with the overall Included Health business strategy
• You will responsibly scale business, including budget ownership and management of headcount in partnership with Workforce Management and Finance
• You will work with Care Team Leadership to ensure the team is supported from a quality, training, knowledge, and workforce management perspective. Ensure feedback loops are in place for continuous improvement.
• You will oversee the design and implementation of programs aimed at improving member satisfaction, engagement, outcomes, and cost to serve.
• You will demonstrate strong client-level ownership, including direct interaction with customers in sales meetings, business reviews, and other client settings. Requires strong partnership with Client Success and Sales team and the ability to understand and translate customer specific goals into action for your team.
• You will partner with Engineering and Product teams to improve the member experience, member outcomes, and scale.

Experience:

• Bachelor’s degree in Business, Education, Healthcare Administration, or a related field; advanced degree is a plus.
• 10+ years of experience in strategy, operations and change management, including at least 5 years in a leadership role and experience leading a large, multi-layered organization.
• Experience managing large, interdepartmental teams, preferably within the healthcare or customer service industry.
• Experience in management consulting, with experience using data to guide strategic decisions and improvements.

Skills:

• People management skills, with experience building strong teams.
• Promote vision and purpose, with a compelling strategy that motivates others to action.
• Experience communicating analytical findings for a range of different audiences.
• Experience building business cases, supporting thesis with numerical and qualitative analysis.
• See ahead to future possibilities and translating them into creative strategies.
• Deal constructively with problems that do not have clear solutions or outcomes.
• Willingness to travel up to 10-20%

Physical/Cognitive Requirements:

• Prompt and regular attendance at assigned work location.
• Capability to remain seated in a stationary position for prolonged periods.
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs of force (e.g., lifting a computer \/ laptop) may be required.
• Capability to work with leadership, employees, and members in an appropriate manner.