Senior Director, Member and Provider Services (Healthcare)

Location: Fully remote within the United States, excluding Alaska, Delaware, Hawaii, Louisiana, Montana, North Dakota, Oklahoma, West Virginia, Wyoming, and U.S. Territories. Daily work is performed from a home office, with occasional travel for team meetings and company events.

Salary: $180,504–$236,912 per year in California, Connecticut, New Jersey, New York, and Washington; $162,454–$213,220 per year in other eligible locations.

Company

hirify.global is a health insurance company built around a full-stack technology platform and a focus on member service.

What you will do

• Lead end-to-end Tier 1 and Tier 2 contact center operations across voice and digital channels for members, brokers, and providers.
• Execute a multi-year strategy to scale resilient service operations and prepare for regulatory and business changes.
• Lead geographically distributed managers and build an inclusive, high-accountability remote culture.
• Combine automation, analytics, workflow design, and expert human support to improve complex customer outcomes.
• Establish performance frameworks covering service levels, quality, accuracy, resolution, productivity, customer effort, and cost.
• Oversee workforce planning, budgets, technology roadmaps, compliance, leadership development, and succession planning.

Requirements

• 12+ years leading large-scale, high-volume contact center or customer operations with multi-channel service and business-performance accountability.
• 8+ years leading leaders and developing teams in complex, performance-driven operations.
• Experience leading remote or geographically distributed contact center organizations and building high-engagement, high-accountability cultures.
• Demonstrated success improving service level, accessibility, quality, accuracy, resolution, productivity, and cost.
• Ability to translate data, customer insights, technology capabilities, and workforce needs into scalable operating plans.
• Strong executive presence and ability to influence cross-functional leaders, external partners, and enterprise decisions.

Nice to have

• Healthcare, health insurance, or other regulated high-volume service-operations experience, especially Member or Provider Services.
• Bachelor’s degree in business, healthcare administration, operations, or a related field; advanced degree preferred.
• Experience with workforce management, quality, knowledge, customer-experience, CRM, cloud contact center, automation, analytics, and AI-enabled service systems.
• Operational Excellence certification such as Lean Six Sigma or COPC.
• Advanced analytical and data-visualization skills using Tableau, Looker, or similar tools.

Culture & Benefits

• Fully remote work from an eligible U.S. location with occasional travel for meetings and company events.
• Medical, dental, and vision benefits, paid holidays, paid sick time, paid parental leave, and paid wellness time.
• 401(k) participation, life and disability insurance, reimbursements, equity grants, and annual performance bonuses.
• Unlimited vacation program and an inclusive culture focused on belonging, accountability, leadership development, and retention.