Senior Director Member Services; Remote

About the Role

The Sr. Director, Member Engagement Operations is responsible for the oversight and efficient operation of enterprise-wide call center functions, including both internal teams and vendor partners. This role leads the development and execution of strategies that deliver exceptional customer service experiences for members, customers, and providers, in alignment with the company's mission and strategic goals. A key priority is to drive innovation through the adoption and scaling of AI technologies—leveraging automation, intelligent call routing, conversational AI, and predictive analytics to improve outreach efficiency, streamline workflows, and enhance overall engagement outcomes.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

• Influence outcomes through effective management of day-to‑day operations of the call center.
• Provide operational leadership to multidisciplinary staff to ensure effective and efficient execution of all activities.
• Maintain oversight of vendor relationships supporting membership activation and ensure consistent performance outcomes.
• Serve as a strategic partner to employees, leaders, and organizations that rely on contact center services.
• Serve as a subject‑matter expert to support Business Development and Partnerships in maintaining payor relationships.
• Ensure leadership is kept informed of key performance indicators and potential business risks through standardized reporting of metrics, accomplishments, priorities, and issues.
• Drive AI innovation across the member engagement function—leading the adoption and scaling of AI‑powered tools such as intelligent call routing, conversational AI, and predictive analytics to enhance efficiency and member experience.
• Apply high standards in technology adoption, including the implementation and scaling of self‑service tools for both members and internal stakeholders.
• Assist in the development and execution of a call center strategy that meets the needs of a rapidly evolving, high‑growth business.
• Actively support the achievement of Homebase Medical’s vision, mission, and organizational goals.
• Develop a culture of continuous improvement by encouraging, evaluating, and implementing innovative ideas and solutions.
• Maintain up‑to‑date knowledge of best practices and emerging technologies in contact center operations and engagement.
• Lead and develop supervisory staff to support both day‑to‑day operations and long‑term strategic objectives.
• Achieve staff performance goals by clearly communicating expectations, monitoring progress, and providing coaching, feedback, and support.
• Recruit, train, and retain staff while fostering a safe and supportive work environment that promotes personal and professional development.
• Design and implement employee engagement strategies to improve performance, satisfaction, and retention.
• Collaborate with cross‑functional department leaders to enhance member experience and proactively address operational performance issues.
• Conduct all business with integrity and uphold the highest standards of ethics and credibility.
• Perform any other duties as assigned.

• Bachelor’s Degree or equivalent experience.
• 5+ years’ experience working in healthcare call center operations and oversight, with at least 5 years in a leadership role.
• Experience and background in healthcare (preferred: managed care) required.
• Strong experience in managing outside vendors, including performance oversight and strategic alignment.
• Experience leading large‑scale customer contact transformation efforts, including the implementation of new technologies and process redesign.
• Proven experience driving adoption of AI‑enabled solutions in call center environments—such as intelligent call routing, conversational AI, predictive analytics, or self‑service automation—to improve efficiency, scalability, and member experience.

• Pay Scale information: $125,400 to $193,116.
• Medical, Dental, Vision insurance.
• Generous PTO and holiday pay.
• 401(k) with 5% safe harbor contribution.
• Employee hardship fund.
• Work‑life balance.
• And much more!

Homebase Medical is proud to be an Equal Employment Opportunity and affirmative action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, marital status, disability, protected veteran status or any other status protected by law. A background check is required.