[Remote] Member Services Optimization Director at Gravie

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Health BenefitsIndustries

Requirements

Data-driven strategist with a strong background in customer operations, analytics, and continuous improvement methodologies
Proven ability to lead large matrixed teams through transformation
Expert understanding of compliance

Responsibilities

Partner with senior leadership to define a multi-year customer service optimization strategy aligned with company goals, including technology, vendors, and process design
Develop a clear roadmap of investments and initiatives aligned with this strategy that improve service quality, reduce cost-to-serve, and enhance customer loyalty in support of organizational goals
Build, lead, and mentor a team of managers focused on optimization and quality improvement
Foster a culture of accountability, innovation, and continuous improvement
Partner with Operations to develop training and change management programs to support new processes and technologies
Lead a systematic, data-driven review process to update and refine the member services operations optimization roadmap
Build end-to-end process maps of customer service workflows and propose improvements consistent with the optimization strategy
Oversee the creation and maintenance of comprehensive business requirements for systems and tools supporting member services operations
Implement best practices, automation, and AI-driven solutions to improve speed, accuracy, and customer outcomes
Collaborate with internal partners to drive process transformation initiatives built around the customer experience through all channels (Web, App, IVR/IVA, Chat, text, email, inbound/outbound, etc.)
Leverage data analytics and customer insights to inform decision-making and predictive modeling
Partner with Technical Product Management and Engineering leadership to prioritize initiatives and define clear requirements and acceptance criteria
Ensure strong, consistent communication with stakeholders across Gravie to share updates, gather feedback, and drive adoption of new capabilities and processes
Collaborate with technology teams to evaluate and deploy new tools and capabilities (CRM, AI driven assist, workforce management, self-service digital tools, etc.)
Champion and join forces with key internal partners to deliver digital transformation initiatives that modernize the customer service experience
Maintain an expert understanding of compliance

Skills

Key technologies and capabilities for this role

customer operationsdata analyticsprocess improvementcontinuous improvement methodologiesstrategic roadmapteam leadershipperformance optimizationtechnology enablementvendor management

Questions & Answers

Common questions about this position

What is the team structure like for this role?

The role involves overseeing a small, high-impact team that partners closely with cross-functional internal partners.

What skills and experience are required for the Member Services Optimization Director position?

The ideal candidate needs to be a data-driven strategist with a strong background in customer operations, analytics, and continuous improvement methodologies, plus a proven ability to lead large matrixed teams through transformation.

What is the work arrangement or location for this role?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does Gravie's company culture emphasize?

Gravie encourages employees to be their authentic self and fosters a culture of accountability, innovation, and continuous improvement.

Gravie

Health benefits and insurance solutions provider

About Gravie

Gravie provides health benefits by offering straightforward and affordable health plans, primarily targeting individuals and small to midsize businesses. Their main product, Comfort, stands out because it has no deductible and no copays for most common healthcare services, allowing members to access care without unexpected costs. Additionally, Comfort includes virtual care options for musculoskeletal and mental health issues. Gravie also offers a payment solution called Gravie Pay, which enables members to pay for healthcare expenses interest-free, further easing financial stress. Unlike traditional health plans, Gravie claims that Comfort members save on out-of-pocket costs, and employers switching to Gravie often see lower premium expenses. The company has a high retention rate, indicating that many employees choose to continue with the Comfort plan in subsequent years. Gravie's goal is to simplify health benefits and reduce the financial burden of healthcare for its members.

Minneapolis, MinnesotaHeadquarters

2013Year Founded

$333.3MTotal Funding

DEBTCompany Stage

Fintech, HealthcareIndustries

201-500Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Holidays

Paid Vacation

Paid Sick Leave

Flexible Work Hours

Paid Parental Leave

Wellness Program

Alternative Medicine Coverage

Cell Phone Reimbursement

Transportation Perks

Education Reimbursement

Paid Paw-ternity Leave

Risks

Potential backlash from traditional insurers could increase competition or lobbying.

Rapid ICHRA adoption may invite regulatory scrutiny or changes.

Aggressive expansion strategy could strain resources and lead to inefficiencies.

Differentiation

Gravie's Comfort plan offers zero deductibles and copays, unlike traditional health plans.

Gravie Pay provides interest-free payment solutions, reducing financial burdens for members.

Focus on virtual healthcare services enhances accessibility and member satisfaction.

Upsides

Increased ICHRA adoption since 2020 expands Gravie's market opportunities.

Comfort plan's zero-deductible model attracts cost-conscious employers and employees.

Virtual healthcare services align with rising demand, boosting member engagement.

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