Vice President, TPA Member Services
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Job Description
Vice President leading global TPA member services for Personify Health’s personalized health platform. Driving service operations, SLAs, workforce strategy, and automation-enabled transformation.
Responsibilities:
- Direct the TPA Member Services department, including directors, managers, and supervisors across US and international sites
- Establish consistent culture, standards, and accountability worldwide while respecting local labor laws, practices, and customer needs
- Own capacity planning, attrition and retention, leave management, vendor and partner use, and site strategy
- Build succession depth, coach managers, and develop organizational talent
- Drive results across inbound contact, case resolution, escalations, and quality assurance
- Deliver client SLAs, performance guarantees, and contractual obligations through staffing, forecasting, scheduling, and quality operating rhythms
- Partner with Account Management and Operations leaders to resolve critical escalations and prevent recurrence
- Create and execute a multi-year service transformation roadmap spanning automation, self-service, workflow improvement, and AI-enabled tools
- Identify and eliminate costly rework and handoffs
- Own the Member Services budget, cost per contact, and productivity targets
- Report trends, root causes, and corrective actions to executives and clients
- Represent Member Services in client meetings, implementations, and renewals
- Contribute to enterprise strategy
- Travel 15–25%
Requirements:
- Bachelor’s degree or equivalent experience
- 12+ years of experience in service operations, contact center, or member/customer experience leadership
- 5+ years leading multi-site or multi-layer organizations
- 5+ years of leadership experience in a TPA, healthcare organization, or benefits administration
- Proven record of running a large-scale service operation against client or contractual SLAs
- Experience leading global teams across multiple geographies and time zones, including onsite and remote workforces
- Track record of leading transformation work, such as automation, digital self-service, or technology-enabled process redesign, with measurable results
- ITIL experience preferred
- Financial expertise, including budget ownership and unit-cost management
- Workforce management, including forecasting, scheduling, and capacity planning
- Quality assurance and SLA performance management
- Data analysis to diagnose problems, set targets, and drive decisions
- Automation, digital self-service, and AI-enabled service tools
Benefits:
- Competitive base salary
- Comprehensive medical and dental coverage effective day one
- Unlimited PTO
- Mental health support
- Retirement planning
- Financial protection
- Professional development
- Clear career progression
- Learning budgets
- Wellness programs
- Other employee perks
- Full benefits package starting day one
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