Senior Director, Member Services

The Senior Director of Member Services will own the overall experience for all members and their pharmacy healthcare partners served by RxBenefits Member Services contact center. This role will be responsible for day-to-day operations of our contact center as well as strategic planning to continuously achieve superior levels of service as we grow. Success is achieved through superior member, provider, and pharmacy experiences; ensuring a positive brand image in interactions.This is a hands-on role responsible to ensure Member Services has adequate training, resources, technology and leadership/ support to deliver high satisfaction on a daily basis. By overseeing and directing the Workforce Management team, this role is responsible for ensuring accurate input of contact drivers to achieve successful forecasting. They additionally will be responsible for collaborating with Finance, Learning and Development, and HR to secure competent, compassionate, and fairly compensated employees to care for our customers timely. This role must ensure staff are engaged and aligned with the RxB values and mission and understand how crucial their role is to company success. The Senior Director will balance the business KPI goals with the employee satisfaction goals of Member Services leadership and staff.The Director must cultivate internal and external partnerships to ensure upstream entities understand how their work and decisions impact service delivery by Member Services.Partnerships with our PBM and software vendors as well as benefit purchasers and their partners are crucial to real-time efficiency and service delivery required in the pharmacy benefit industry.The Senior Director will drive transformation, working with Product and Technology to build a comprehensive, consumer-centric experience which will make pharmacy benefit access simple and easy for members, pharmacies, and providers. This leader will take action based on customer insights including customer satisfaction, employee satisfaction, and market intelligence to garner support for and lead initiatives._Essential Job Responsibilities Include:_+ Lead highly effective teams that deliver on the brand promise and execute against all performance deliverables; evaluate and refine key productivity measures and KPIs that thoughtfully measure team performance and represent the actual customer experience+ Ensure the Workforce Management team has adequate tools and data inputs to ensure Member Services is adequately prepared to deliver service; especially as it relates to peak volume or high shrinkage times of the year+ Ensure Member Services leadership has the training, knowledge, and tools to recruit, train, support, and advance frontline staff through a robust and purposeful agent life cycle+ Leverage data to ensure customers are gaining value and getting the support they need+ Ensure staffing levels and support positions are adequate to deliver consistently superior service, provide meaningful feedback to staff, and address complex client implementations+ Ensure the technology utilized by staff aligns with the needs of customers and satisfaction of the frontline staff; includes phone system, WFM software, quality management, knowledge management software, reporting tools and performance and staff management+ Leverage data to identify key opportunities for improving the customer and/or employee experience, and clearly articulate goals, and solutions to senior leaders to garner resources to drive improvement+ Strategic thought to drive continued operations and technical enhancements+ Assess goals by conducting and communicating assessments, performance reviews, production analysis, service outcomes, quality trending, and customer-service standards+ Serve as the leadership-level voice of the member to help RxBenefits continue to iterate on services that have the greatest impact and benefit to members and their representatives+ Champion a product mindset while teaching and mentoring others in product management+ Drive a culture of accountability, continuous improvement, and personal excellence+ Instruct and counsel to advance training, ideas, and knowledge that influences performance+ Keep informed of industry trends, customer service evolution, and new technologies+ Continually review and evolve the collection of processes RxBenefits uses to track, oversee and organize every interaction between the member and RxBenefits+ All other duties as assigned_Required Skills / Experience:_+ Bachelor's Degree in Business, healthcare, or technology management or related field required or 3 additional years' experience beyond minimum+ Minimum 10 years operational experience in production environment required+ Employee benefits, pharmacy benefit, or healthcare benefit industry experience preferred+ Deep understanding of the design, management, and leadership of contact center organizations; subject-matter-expertise / hands on contact center operations experience+ Experience partnering with IT to implement contact center solutions for inbound, outbound, and omnichannel services. Platform components include IVR, ACD, outbound dialer, workforce management, real time and offline QA / agent feedback, survey, preference management+ Experience in a role with frequent and varied client implementations impacting volume and agent resource needs+ Proven experience scaling the front-line operations of an organization with bottom-line efficiency and quality outcomes that illustrate success+ Comfortable analyzing and making sense of large amounts of information to identify key considerations and develop appropriate plans and action as a result+ Build trusted relationships with a network of key stakeholders acting as an advocate for technology and service delivery optimization through process improvement+ Skilled coach and leader who can create a culture of accountability, engagement, belief in common goals, and sense of purpose for employees+ Proactively seek out and solve problems, making decisions and negotiating the right solutions to ensure technology and staff skill matures to enhance customer experience+ Drive continuous improvement, leading by example and challenging assumptions; creative approach to problem solving with a willingness to share and entertain new ideas+ Strong customer service orientation+ Superb communication; possess proven experience in leading conversations at all levels of the company (e.g., C-suite, VP, Directors, Managers, Supervisors, and agents); possess strong oral and written communication skills, including, presenting, meeting facilitation, negotiation, decision making, and problem-solving skills.+ Bias towards action with the proven ability to be persistent and proactive+ Ability to travel to Birmingham, AL as needed for team building and strategic interactionsRxBenefits provides equal opportunities for everyone who works for us and everyone who applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.