Manager, Member Benefit Services

Summary

Join Maven Clinic as a Manager, Member Benefit Services and lead a team of Member Services Representatives, ensuring high-quality care for members. You will manage employee growth, master communication channels, and lead a culture of empathetic care. Responsibilities include acting as a point of escalation for member issues, directly answering member inquiries, improving processes, and meeting team performance metrics. You will report on team metrics and collaborate with cross-functional teams. The role also involves new hire training and maintaining team SOPs. This is a fully remote position open to candidates in the US.

Requirements

• 5-7 years of experience in Customer Service Operations, including at least 3 years of experience managing teams of at least 10-12 individuals
• 1-3 years of experience in the fertility space working with fertility patients
• 1-3 years of experience in managed health care, insurance, or employer benefits
• Experience mentoring and coaching team members
• Flexibility and experience managing in fast-paced, high-growth environments
• Experience managing inbound and outbound call support, email or app-based written support
• Track record of driving improvement with impactful and measurable results
• Demonstrated ability to analyze performance metrics to identify trends, root causes, and improvement opportunities; uses data-driven insights to proactively solve problems and drive operational excellence
• A strong sense of empathy applied to direct reports, members, and cross functional business partners
• Savvy business judgment and the ability to support data-driven, results-oriented decision-making
• Experience in motivating a team to achieve KPIs, drive efficiency, and managing change
• The ability to create order from chaos and a willingness to roll up your sleeves to solve challenging problems directly

Responsibilities

• Be the ultimate people manager. Conduct regular one-on-ones, performance reviews, and development planning to promote employee growth and high-impact performance across a team of Member Services Associates and Senior Associates
• Learn the ins and outs of Maven’s business and the day-to-day Member Benefit Services team responsibilities, diving in to directly master our various communication channels and reimbursement processes
• Lead by example to ensure a culture focused on empathetic care, ensuring that the needs of our members are met in an exceptional manner
• Act as a point of escalation for member issues, driving problems to resolution while managing communication with key stakeholders
• Directly answer member inquiries on inbound/outbound calls and Zendesk messages in times of high volume or during staffing gaps
• Use your continuous improvement mindset to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs
• Ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, and CSAT
• Report on MBS team metrics, KPIs, OKRs, to the director of MBS as well as cross functionally
• Facilitate the team’s alignment with broader organizational objectives and effectively lead through change
• Review, maintain, and create MBS team SOPs, workflows, and communications to the team to ensure understanding and alignment on MBS team processes
• Collaborate cross-functionally with our Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment,  Engineering, and Client Success teams
• Coordinate new hire training and take an active role in the success of new employees during onboarding and training
• Perform other duties as assigned

Preferred Qualifications

• Experience working in a fast-paced startup environment
• Experience in Zendesk is a plus
• Prior experience managing payments
• Bachelor’s degree or equivalent experience
• Verbal and written fluency in Spanish
• Experience managing remote based employees and teams

Benefits

• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics
• Whole-self care through wellness partnerships
• Hybrid work, in office meals, and work together days
• 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
• Annual professional development stipend and access to a personal career coach through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting