Senior Manager, Voice of The Member

Description

The role leads the delivery and continuous improvement of member-centric experiences across multiple channels, products, and touchpoints. This role is responsible for translating organizational objectives into operational strategies that enhance member satisfaction, engagement, and overall experience while ensuring alignment with business priorities. The role provides leadership across teams, drives execution of key initiatives, monitors performance outcomes, and fosters collaboration across functions to deliver consistent, high-quality experiences that meet evolving member needs.

Here's what you can expect from the job and what you need to be successful:

What You'll Do:

• Lead the planning, execution, and ongoing enhancement of member experience programs, processes, and initiatives to ensure consistent, high-quality experiences across all delivery channels and interactions.
• Establish operational priorities, objectives, and performance expectations for multiple teams, ensuring alignment with organizational goals, service standards, and member experience strategies.
• Utilize member insights, feedback, journey analysis, performance metrics, and business results to identify opportunities, address challenges, and implement improvements that enhance the overall member experience.
• Partner with cross-functional stakeholders to evaluate and optimize member-facing processes, services, digital experiences, and communication strategies that support engagement, retention, and satisfaction.
• Monitor and analyze key performance indicators, trends, and operational results to assess effectiveness, inform decision-making, and drive measurable business outcomes.
• Lead complex initiatives and solve multifaceted operational, organizational, or service-related challenges by evaluating information, identifying root causes, and implementing sustainable solutions.
• Provide leadership and direction to managers and professional staff, fostering a culture of accountability, collaboration, continuous improvement, and service excellence.
• Ensure resources, staffing, priorities, and budgets are appropriately managed to support departmental goals, operational effectiveness, and strategic initiatives.
• Contribute to the development and implementation of functional strategies, translating broader organizational objectives into actionable plans and measurable outcomes.
• Promote a member-focused mindset across teams by championing best practices, encouraging innovation, and ensuring experiences remain responsive to changing member expectations and business needs.

Essential Skills:

• Required Education: Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.
• Required Experience: 6+ years of relevant experience, 2+ years as a People Leader.
• Demonstrated ability to lead operational execution while supporting longer-term strategic objectives.
• Experience analyzing performance metrics, member feedback, and business data to drive continuous improvement and decision-making.
• Strong leadership, coaching, and team development skills with the ability to influence outcomes across multiple functions and stakeholder groups.
• Effective problem-solving and analytical skills with experience managing complex operational or service-related challenges.
• Excellent communication, collaboration, and relationship-building abilities with a focus on delivering exceptional member experiences.
• Ability to manage competing priorities, allocate resources effectively, and drive results in a dynamic and evolving environment.

Location: Hillsboro, OR | Marlborough/Chelmsford, MA

Target Compensation:$116,500 - $140,000

Schedule:Monday - Friday | 8am-5pm (Hybrid)