Member Services Optimization Director

Member Services Optimization Director

Hi, we're Gravie. Our mission is to improve the way people purchase and access healthcare through innovative, consumer‑centric health benefit solutions that people can actually use. Our industry‑changing products and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.

The Member Services Optimization Director is responsible for designing and implementing strategies that enhance customer satisfaction, service efficiency, and operational excellence across all service channels. This leader drives process improvement, technology enablement, and performance optimization to ensure a seamless, high‑quality, and empathetic experience for every Gravie customer interaction.

This leader will oversee a small, high‑impact team that partners closely with cross‑functional internal partners to develop a strategic roadmap of initiatives that enhance efficiency, service, and quality. The ideal candidate is a data‑driven strategist with a strong background in customer operations, analytics, and continuous improvement methodologies, and a proven ability to lead large matrixed teams through transformation.

• Partner with senior leadership to define a multi‑year customer service optimization strategy aligned with company goals, including technology, vendors, and process design
• Develop a clear roadmap of investments and initiatives aligned with this strategy that improve service quality, reduce cost‑to‑serve, and enhance customer loyalty in support of organizational goals
• Build, lead, and mentor a team of managers focused on optimization and quality improvement
• Foster a culture of accountability, innovation, and continuous improvement
• Partner with Operations to develop training and change management programs to support new processes and technologies
• Lead a systematic, data‑driven review process to update and refine the member services operations optimization roadmap
• Build end‑to‑end process maps of customer service workflows and propose improvements consistent with the optimization strategy
• Oversee the creation and maintenance of comprehensive business requirements for systems and tools supporting member services operations
• Implement best practices, automation, and AI‑driven solutions to improve speed, accuracy, and customer outcomes
• Collaborate with internal partners to drive process transformation initiatives built around the customer experience through all channels.
• Leverage data analytics and customer insights to inform decision‑making and predictive modeling.
• Partner with Technical Product Management and Engineering leadership to prioritize initiatives and define clear requirements and acceptance criteria.
• Ensure strong, consistent communication with stakeholders across Gravie to share updates, gather feedback, and drive adoption of new capabilities and processes.
• Collaborate with technology teams to evaluate and deploy new tools and capabilities (CRM, AI driven assist, workforce management, self‑service digital tools, etc.).
• Champion and join forces with key internal partners to deliver digital transformation initiatives that modernize the customer service experience.
• Maintain an expert understanding of compliance requirements, contractual obligations, regulatory changes, and industry standards.
• Drive build‑vs‑buy decisions that balance innovation with efficiency, optimizing Gravie's internal focus on distinctive capabilities.

Be accountable for the execution and measurable success of the operations optimization roadmap, including operational and financial performance improvements tied to specific initiatives. Partner with operations to drive overall improvements in customer satisfaction (CSAT / NPS), reduce call handle time, increase first contact resolution rates (FCR), improve employee engagement and productivity, and successfully roll out service optimization initiatives on time and within budget.

• 8+ years of progressive experience in customer service operations, operations, process improvement, operations engineering, consulting, and…