Director, Member Services

Maven is the largest virtual clinic for women's and family health, offering continuous, holistic care for fertility and family building through maternity, parenting, pediatrics and menopause. Maven's award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better maternal health outcomes, as well as enhance DE&I in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has been recognized as Fast Company's #1 Most Innovative Health Company and has grown to 15 million lives covered. Maven has raised $300 million in funding from leading investors including General Catalyst, Sequoia, Oak HC/FT, Dragoneer Investment Group and Lux Capital.   An award-winning culture working towards an important mission –  Maven Clinic is a recipient of over 30 workplace and innovation awards, including:  TIME 100 Most Influential Companies (2023) CNBC Disruptor 50 List (2022, 2023)  Fast Company Most Innovative Companies (2020, 2023) Built In Best Places to Work (2023) Fortune Best Workplaces NY (2020, 2021, 2022, 2023) Great Place to Work certified (2020, 2021, 2022, 2023) Fast Company Best Workplaces for Innovators (2022) Built In LGBTQIA+ Advocacy Award (2022) Maven is looking for a Director of Member Services who will be responsible for leading a team that provides world-class support to Maven members.  You and your team will develop the playbooks, metrics, and operating processes necessary to support the new Maven Managed Benefit product.  Your team will help members navigate their coverage, address any issues they have, and enable members to benefit from the broad range of additional support offerings Maven provides.  As a Director of Member Services at Maven , you will: Learn the ins and outs of Maven’s business and the day-to-day Care Support responsibilities, diving in to directly master our various communication channels and referral generation processes Act as the voice of the customer internally for the fertility payments product, passing along feedback to product, sales and marketing and program teams to improve the overall member experience Provide guidance on best practices, developing and implementing policies and procedures to address member inquiries and create a best-in-class support function for members Direct team on proper member service procedures, monitor service levels and ensure compliance with member service procedures Define goals and KPIs for the fertility payments Member Services team that are aligned to clear business outcomes and increase productivity and performance Hire, train, direct and develop fertility payments Members Services team members through role-modeling, coaching, feedback sessions, trainings, and reviews Proactively foster an environment in which your team members are informed, supported, and engaged Create and implement strategies that achieve high quality standards and improve the member journey Cultivate strong relationships with members to understand their needs and objectives while answering complex benefit questions, resolving issues, and educating members on their fertility benefits Use your continuous improvement mindset to troubleshoot problems, going deep where necessary, and act as the subject matter-expert and final back-stop for handling member escalations and unresolved issues Drive company-wide decisions and strategic initiatives with an aim to improve member experience, streamline operations, and build for scale Minimum qualifications:   10+ years leading member facing support teams in a fast-paced, high-growth environment Experience at a high growth, tech-enabled company in healthcare, insurance, or financial tech is strongly preferred Strong organizational skills, detail orientation, and bias to action, with an ability to actively track performance over time and rapidly implement processes to improve performance Strong ability to interpret and create flowcharts, schedules, training materials, and step-by-step action plans  Excellent interpersonal and communication skills, with an ability to communicate clearly and persuasively to Maven members, to your team, and to leaders in other parts of the organization at Maven Empathetic and passionate about creating positive experiences in member and team interactions Strong critical thinking skills with an ability to diagnose and synthesize patterns in customer needs to inform product and operational improvements throughout our product Strong organizational skills including multi-tasking and time-management skills Metrics-driven leader with excellent management skills and an ability to inspire and empower employees and develop high performing teams For candidates in NYC, CO, or CA, the base salary range for this role is $175,000-$215,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.   At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.   Benefits & Perks:  We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits:  Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics. Whole-self care through wellness partnerships Weekly breakfast, lunch, and get-togethers  16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months) Udemy, annual professional development stipend, and access to a personal career coach through Maven  401K matching for US-based employees (immediately vesting) These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.  Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: security@mavenclinic.com . For general and additional inquiries, please contact us at  careers@mavenclinic.com .