Associate Director of Operations - job 1 of 3

Job Summary

A company is looking for an Associate Director of Member Operations to lead and scale their Member Services team.

Key Responsibilities

• Manage and inspire a growing global team of Care Navigators, ensuring daily execution meets SLAs and member expectations
• Monitor performance metrics, remove blockers, and implement improvements to enhance speed, conversion, and quality
• Collaborate cross-functionally with Product, Clinical, and Engineering teams to resolve issues and improve workflows

Required Qualifications

• 4-7+ years of experience leading large support, service, or clinical operations teams, preferably in healthcare or digital health
• Proven ability to manage high-volume operations with strong SLA accountability
• A people-first yet data-driven leadership style focused on clarity and coaching
• Experience in running retrospectives, training programs, and process improvement initiatives
• Bonus: Familiarity with healthcare workflows such as prior authorizations and scheduling