Vice President, TPA Member Services

Location: Tempe, Arizona, United States; 15–25% travel required. The organization includes onsite and remote workforces across US and international sites.

Base salary: $200,000–$270,000 per year, depending on location, skills, and experience.

Company

hirify.global provides a personalized health platform combining health plan administration, wellbeing solutions, and care navigation for employers, health plans, and health systems.

What you will do

• Lead the TPA Member Services department, including directors, managers, and supervisors across US and international sites.
• Establish consistent service standards, culture, accountability, and operating practices across locations while respecting local labor laws and customer needs.
• Own workforce strategy, including capacity planning, forecasting, scheduling, attrition and retention, leave management, vendor use, and site strategy.
• Drive inbound contact, case resolution, escalations, quality assurance, client SLAs, performance guarantees, and contractual obligations.
• Build succession depth, coach leaders, manage the Member Services budget, cost per contact, productivity targets, and executive and client reporting.
• Create and execute a multi-year transformation roadmap covering automation, self-service, workflow improvement, and AI-enabled tools; eliminate rework and unnecessary handoffs.

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 experience 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 involving automation, digital self-service, or technology-enabled process redesign with measurable results.
• Financial expertise, including budget ownership and unit-cost management; workforce management involving forecasting, scheduling, and capacity planning.
• Quality assurance and SLA performance management, data analysis for diagnosing problems and setting targets, and experience with automation, digital self-service, and AI-enabled service tools.

Nice to have

• ITIL experience.

Culture & Benefits

• Competitive base salary and benefits effective from day one.
• Comprehensive medical and dental coverage through hirify.global’s own health solutions.
• Unlimited PTO, mental health support, retirement planning, and financial protection.
• Professional development, clear career progression, and learning budgets.
• Mission-driven environment where diverse perspectives contribute to impact on people’s health.