Member Services Operations Lead (Healthcare)

TL;DR

Member Services Operations Lead (Healthcare): Scaling and managing a 200+ Care Advocate contact center to drive engagement and member lifetime value with an accent on operational efficiency and AI-driven automation. Focus on architecting the future service model through experimentation, data-driven decision making, and continuous process improvement.

Location: Must be located in Dallas, TX and be in office at least 3 days a week

Compensation: Salary + Bonus (aligned to growth, experience, operational and quality KPIs)

Company

hirify.global is a specialty care platform connecting people with top specialists for surgery, cancer care, and infusions to deliver high-quality care with significant cost savings.

What you will do

• Lead contact center operations and strategic planning, translating enterprise goals into multi-year service roadmaps.
• Build and scale a high-performing 200+ Care Advocate operation with KPIs tied to growth, CSAT/NPS, and clinical outcomes.
• Develop and refine operational playbooks, escalation paths, and frontline enablement tools to ensure high-quality service.
• Establish a data-driven operating system using dashboards and weekly performance routines to identify friction.
• Implement AI-enabled tools and agentic automation to streamline workflows and reduce manual burden.
• Mentor and lead front-line managers to achieve operational excellence and foster a culture of accountability.

Requirements

• 8+ years in customer or member experience operations, including leadership of large-scale service centers.
• Proven success scaling teams and meeting revenue, experience, and operational targets.
• Understanding of healthcare operations, particularly cancer, infusion, and surgical services.
• Advanced ability to leverage data and analytics for decision making and experimentation.
• Experience with enterprise contact center platforms (e.g., NICE, inContact, Five9) and workforce management tools.
• Hands-on experience with AI-enabled tools and agentic automation platforms (copilots, intelligent routing).
• Must be located in Dallas, TX.

Nice to have

• Salesforce experience.

Culture & Benefits

• Medical, Dental, and Vision Insurance.
• 401(k) with company match.
• Paid Time Off and Paid Parental Leave.
• Short & Long-Term Disability and Life Insurance.
• Inclusive and collaborative team environment focused on integrity and humanity.