Supervisor, Member Services

The Supervisor, Member Services oversees the day-to-day operations of an inbound and/or outbound Member Experience team, driving best-in-class member service through recruitment, onboarding, mentoring, and performance monitoring. This role ensures adherence to policies, quality-assurance standards, and regulatory requirements while fostering a LEAN culture and collaborating with departmental leaders to achieve service and call center objectives. The position involves managing staffing, conducting call audits, resolving escalated member concerns, and leading process improvement initiatives to enhance operational effectiveness and member experience.