Senior Specialist, Team Lead Member Experience in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Specialist, Team Lead Member Experience based in United States.

The Senior Specialist, Team Lead Member Experience serves as a functional leader for a member-focused operations team, providing day-to-day guidance, workflow coordination, and subject matter expertise. This role supports operational performance across onboarding, eligibility, account maintenance, and member service activities while ensuring consistent service standards. With no direct reports, the position combines team leadership, coaching, escalation management, and cross-functional coordination. The role also plays a key part in process improvement, automation, quality management, and operational scalability. Working closely with teams across Sales, Operations, Product, IT, and other business functions, the Team Lead helps translate operational needs into effective solutions. This is an opportunity to influence both team performance and the overall member experience within a collaborative, continuously evolving environment.

• Serve as the functional lead for Account Representatives and related member experience roles, providing day-to-day guidance, coordinating priorities, supporting workload distribution, and helping ensure consistent execution of service and operational objectives.
• Monitor team capacity, queue management, workflow efficiency, turnaround times, and service levels, identifying bottlenecks and implementing practical solutions to improve productivity and member outcomes.
• Act as the primary escalation resource for complex onboarding, eligibility, account maintenance, and member service issues, providing subject matter expertise and helping resolve situations that require deeper operational knowledge.
• Support recruitment, interviewing, onboarding, training, coaching, mentoring, and ongoing development activities, while helping identify performance concerns, knowledge gaps, and opportunities for individual and team improvement.
• Lead knowledge-sharing initiatives and promote consistent adoption of best practices, training standards, competency expectations, and career development approaches across the team.
• Serve as a subject matter expert across member experience operations, including onboarding, eligibility, account maintenance, service delivery processes, specialty pharmacy programs, pricing structures, portal functionality, and related workflows.
• Partner with Sales, Contract Operations, Network, Product, IT, and other stakeholders on cross-functional initiatives, operational reviews, new product or service implementations, and member experience enhancements.
• Lead process mapping, workflow optimization, standardization, and operational improvement initiatives, identifying opportunities to reduce manual effort, improve scalability, and eliminate operational friction.
• Partner with business and technology teams to define, test, and implement automation solutions and system enhancements across Salesforce, Mercury, member portals, and other operational technologies.
• Analyze recurring issues and operational trends, conduct root cause analysis, and implement corrective actions that reduce rework, escalations, delays, and inconsistent service experiences.
• Develop and maintain standard operating procedures, job aids, training materials, process documentation, and future-state workflows that support operational consistency and scalability.
• Establish and maintain quality standards while monitoring metrics such as cycle times, escalation volumes, first-contact resolution, rework, productivity, and member satisfaction indicators.
• Develop reports, dashboards, and operational insights, using performance data to identify risks, recommend corrective actions, and support departmental business reviews and strategic decision-making.

• Bachelor’s degree or an equivalent combination of education and relevant professional experience.
• At least 5 years of experience in member services, account management, customer success, healthcare operations, specialty pharmacy, or a related field involving complex customer or member-facing processes.
• Previous experience leading, coordinating, or overseeing small teams, ideally involving approximately 10 or fewer employees, with the ability to provide structure and direction without relying on formal direct-report authority.
• Experience supporting recruitment, candidate interviews, onboarding, training, employee development, and ongoing knowledge-sharing initiatives.
• Demonstrated experience providing coaching, performance guidance, operational support, and day-to-day leadership within a service-oriented environment.
• Experience leading cross-functional projects, operational improvement programs, workflow redesign, or change management initiatives involving multiple business or technology stakeholders.
• Proven ability to identify opportunities for workflow automation, process standardization, and operational efficiency, and to help translate those opportunities into practical technology or process solutions.
• Strong analytical skills with the ability to interpret operational metrics, identify trends and root causes, develop actionable recommendations, and communicate findings to stakeholders.
• Strong organizational and prioritization skills, with the ability to coordinate competing workflows, manage escalations, and maintain attention to service quality in a fast-paced operational environment.
• Excellent communication and interpersonal skills, with the ability to coach colleagues, collaborate across functions, manage complex issues, and build trust with internal and external stakeholders.
• A continuous-improvement mindset, with the initiative to identify operational friction, challenge inefficient processes, and contribute to scalable solutions.

• $85,000–$100,000 annual salary, with placement within the range based on factors such as education, qualifications, certifications, experience, skills, geographic location, and organizational needs.
• Medical, dental, vision, and prescription coverage with options for employees and families.
• Flexible Spending Account and Health Savings Account options, including employer contributions.
• Employee Assistance Program, fitness reimbursement, and access to wellness resources.
• Short-term and long-term disability coverage and life insurance.
• 401(k) retirement plan with company matching.
• Employee Stock Purchase Plan (ESPP).
• Paid time off, paid holidays, floating holidays, and a birthday day off.
• Paid parental leave and additional time-off flexibility.
• Commuter benefit programs and access to financial and legal advisory resources.
• Tuition reimbursement, e-learning programs, and ongoing team training.
• Paid volunteer time and donation matching programs.
• Perks and benefits discounts, along with opportunities to contribute to meaningful healthcare-related initiatives.
• Flexible onsite, remote, or hybrid work arrangements as directed by the manager.