Director, Member Success

Summary

Join Tia, a company revolutionizing women's healthcare, as the Director, Member Success. This role is crucial in scaling Tia's operational excellence, ensuring a seamless and supportive experience for members. You will define and execute the strategy for Tia's Virtual Support function, overseeing the end-to-end performance of the Virtual Support teams, balancing day-to-day operations with long-term strategic planning. This position requires strong leadership, operational acumen, analytical skills, and collaboration abilities to drive continuous improvement, optimize workflows, and ensure high-quality service delivery. You will also be responsible for managing and mentoring a growing team, fostering a performance-driven culture, and collaborating with senior leadership and other departments to support Tia's mission and business objectives.

Requirements

• Proven ability to develop and execute strategies that drive operational excellence and align with long-term organizational goals
• Experience leading teams, inspiring performance, and managing through change with a focus on team development and accountability
• Demonstrated ability to design, optimize, and scale workflows, processes, and systems to improve efficiency and outcomes
• Strong data-driven decision-making skills with the ability to interpret performance metrics and act on insights
• Adept at working cross-functionally and building strong relationships across teams to achieve shared objectives
• Excellent at thinking through problems and how we might solve them now vs. in the future with technology
• Excellent verbal and written communication skills, with the ability to present complex ideas clearly to diverse stakeholders
• Thrives in a fast-paced, dynamic environment, maintaining focus on the mission and delivering results under pressure

Responsibilities

• Develop and articulate a clear, compelling long-term strategy for Virtual Support that aligns with Tia’s mission and goals
• Define and enforce policies and procedures to ensure consistency in service delivery and operational efficiency
• Translate overarching business goals into clear, actionable plans for the team, ensuring strategic alignment across all levels of the organization
• Regularly leverage data insights and industry best practices to anticipate future needs, set ambitious yet achievable objectives, and position the team as a critical driver of Tia’s success
• Foster a culture of continuous improvement, using data and feedback to refine operational models and enhance service delivery
• Manage and mentor a growing team ensuring a high-performing and accountable team culture
• Cultivate a performance-driven culture that emphasizes accountability, adaptability, and proactive problem-solving
• Allocate resources effectively to meet service demands, balancing staffing and scheduling needs
• Identify opportunities to scale cost-effectively by optimizing workflows, leveraging technology, and improving team productivity
• Collaborate with leadership to evaluate and implement cost-saving initiatives without compromising quality or member satisfaction
• Regularly monitor and analyze performance metrics to identify trends, pinpoint opportunities for improvement, and make informed decisions
• Set clear, measurable goals for the team, tracking progress and continuously iterating to improve productivity and outcomes
• Anticipate and resolve operational bottlenecks quickly, keeping the team focused on delivering exceptional support without disruption
• Drive organizational change to improve operational processes and team efficiency while maintaining a focus on high-quality member care
• Present strategic plans, key performance metrics, and updates to senior leadership, ensuring visibility and alignment
• Partner with senior leadership, Product, Clinical Operations, and Member Experience teams to align on priorities and drive operational and technical improvements
• Act as a key liaison across departments to integrate Virtual Support into broader business initiatives
• Collaborate with leadership to evaluate and implement tools, systems, and workflows to support scale and efficiency

Benefits

• Market NPS
• Team retention (including leadership team)
• Queue metrics (TAT, % in 24 hours, Phone answer rate)
• QA score