Employerdirecthealthcare

Employerdirecthealthcare

Member Services Operations Lead

Dallas, Texas, United States

Sponsorship not specifiedDetected 8 days ago
A/B TestingForecastingRecruitingLeadershipCollaborationMentoring

About the role

  • This role is the operational heartbeat of our member experience function, driving engagement, conversion, and lifetime value while ensuring every member interaction reflects excellence, empathy, and efficiency.

Responsibilities

  • Lead all contact center operations and strategic planning, translating enterprise goals into multi ‑ year service roadmaps and quarterly operating plans that directly drive engagement, conversion, and lifetime value.
  • Build and scale a high performing 200+ Care Advocate operation with KPIs tied to growth, cost-to-serve, CSAT/NPS, and clinical outcomes
  • Champion a people-first, service obsessed culture that delivers exceptional member experiences while driving measurable operational improvements
  • Develop and refine operational playbooks, escalation paths, and frontline enablement tools to support consistent, high-quality service delivery.
  • Build a data driven operating system: define leading/lagging indicators, build dashboards, and run weekly performance routines to identify friction and improve outcomes.
  • Use experimentation (A/B and multivariate testing), forecasting, and capacity modeling to optimize conversion, contact rates, handle time, and right channeling across phone, chat, portal, and text.
  • Identify and implement automation opportunities that streamline workflows, reduce manual burden, and unlock step change improvements in performance.
  • Build, mentor, and lead high performing teams with clear roles, coaching, and career paths. Directly manage our front-line managers and team to operational excellence.
  • By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces.
  • Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country.

Requirements

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Benefits

  • Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work.

Company info

  • Learn more about us at lanterncare.com.
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