- Company Name
- Lantern
- Job Title
- SVP, Member Services
- Job Description
-
**Job Title**: Senior Vice President, Member Services
**Role Summary**: Executive leader responsible for shaping, delivering, and continuously improving Lantern’s Member Experience and Service operations. Oversees contact‑center strategy, financial performance, quality management, learning & development, and knowledge management to drive revenue, customer satisfaction, and scalable growth.
**Expectations**: • Deliver measurable revenue growth and profitability through premium member service levels.
• Maintain operational excellence across all service locations, ensuring consistency with company standards.
• Act as a strategic partner to the COO and other executives, aligning member‑service initiatives with broader corporate objectives.
• Champion a data‑driven culture; use analytics to inform decisions, forecast performance, and identify improvement opportunities.
• Foster an inclusive, customer‑centric, and high‑performance organization culture.
**Key Responsibilities**
1. Lead and develop all member‑service functions, including concierge support, contact‑center operations, and specialty care delivery.
2. Design, execute, and monitor service‑level agreements, case‑utilization targets, revenue‑generation plans, and KPI dashboards.
3. Own financial oversight: budgeting, forecasting, profitability analysis, and cost‑control initiatives across service operations.
4. Drive quality and learning initiatives: develop quality management frameworks, design training programs, and implement knowledge‑management systems.
5. Collaborate cross‑functionally with Product, Finance, Marketing, and Clinical teams to align member‑service objectives with product roadmap and corporate strategy.
6. Manage location expansion plans, including site selection, operational setup, and performance reporting.
7. Cultivate and maintain high‑performance teams; set objectives, provide coaching, and foster a culture of inclusion and continuous improvement.
8. Represent the organization in external stakeholder interactions, ensuring transparency and fostering trust with clients, partners, and regulators.
**Required Skills**
- Executive leadership and strategic vision in member‑service or customer experience environments.
- Deep knowledge of contact‑center operations, service‑delivery architecture, and industry best practices.
- Strong financial acumen: budgeting, forecasting, financial analysis, and KPI development.
- Advanced data‑analytics capability: interpret large datasets, identify trends, and translate insights into action.
- Excellent communication and stakeholder‑management skills, with the ability to influence executive and board audiences.
- Proven change‑management experience driving large‑scale operational transformations.
- Inclusive leadership mindset, committed to diversity, equity, and belonging.
- Problem‑solving mindset, resilient under high‑pressure situations, and adaptable in rapidly evolving environments.
**Required Education & Certifications**
- Bachelor’s degree in Business Administration, Healthcare Management, or related field (MBA preferred).
- Professional certification in Customer Experience Management (e.g., CXO, CCXP) or Contact‑Center Leadership (e.g., CCES) is highly desirable.