Senior Director, Member Services & Experience

Summary

Join Maven Clinic as a Senior Director, Member Services & Experience and lead a 50+ person team across Member Support and Member Benefits. You will drive the strategy and execution of these functions, reporting to the VP of Member Operations and collaborating with other teams. Responsibilities include defining and driving strategy, leading and inspiring the team, driving operational excellence, partnering cross-functionally, championing AI and automation, defining and monitoring KPIs, developing leadership talent, and serving as the voice of the member. This role requires 15+ years of experience in support, service, or operations, managing large teams, and strong analytical and process-oriented skills. A tech-forward mindset and deep commitment to member support are essential. Maven offers a flexible hybrid work model and a competitive salary and benefits package.

Requirements

• Experienced leader: 15+ years in support, service, or operations, with a track record of managing orgs of 50+ and leading other people leaders (directors, managers)
• Builder’s mindset : You’ve built or scaled large teams and systems from the ground up in fast-paced, high-growth environments
• Analytical & process-oriented : You bring strong operational rigor, systems thinking, and the ability to translate strategy into scalable execution
• Tech-forward operator : Comfortable with tools, automation, AI/LLMs, and data—you know how to operationalize innovation and bring it to life
• Member-obsessed : Deep commitment to delivering compassionate, human support—especially in complex or sensitive health-related domains
• Cross-functional driver : You know how to influence without authority and thrive in matrixed orgs where outcomes require close collaboration
• Culture shaper : You care deeply about team engagement, and building inclusive, psychologically safe environments

Responsibilities

• Drive the vision and strategy for Member Support and Benefits Operations—setting goals, defining structure, and scaling the team through rapid growth
• Lead and inspire a 50+ person org, including managers, team leads, and frontline team members—building a culture rooted in empathy, accountability, and high performance
• Drive operational excellence through process improvement, standardization, and automation—ensuring consistency, quality, and efficiency in every member interaction
• Partner cross-functionally with Product, Engineering, Clinical, and Data teams to streamline systems, drive innovation, and build scalable infrastructure for service delivery
• Champion AI and automation , leveraging tools and technologies to reduce manual work, increase accuracy, and create a more seamless support experience
• Define and monitor KPIs , using data to continuously improve member outcomes, team productivity, and satisfaction
• Develop leadership talent , coaching managers and directors to be exceptional people leaders and strategic operators
• Serve as voice of the member, ensuring operational priorities align with what matters most to our community

Preferred Qualifications

Industry experience: Background in healthcare, digital health, insurance, or health tech preferred—but not required if you bring deep functional experience and curiosity

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