Senior Director - Member Experience

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

This position is responsible for leading our efforts in delivering exceptional experiences to our members.

This position…

• Plays a critical role in shaping our member experience strategy, implementing initiatives to improve satisfaction and retention, and fostering a culture of customer excellence across the organization.

• Develops and executes a comprehensive member experience strategy that aligns with the company's mission, values, and business objectives.

• Leads a team of member experience professionals, including managers, analysts, and specialists, to drive continuous improvement in member satisfaction, loyalty, and retention.

• Defines key metrics and performance indicators to measure and track member experience outcomes, regularly analyzing data and insights to identify opportunities for improvement.

• Collaborates with cross-functional teams, including product, marketing, sales, and operations, to ensure alignment and consistency in member experience initiatives.

• Champions a customer-centric culture within the organization, advocating for the needs and preferences of our members across all touchpoints and interactions.

• Develops and implements member feedback mechanisms, such as surveys, focus groups, and user testing, to gather insights and feedback for continuous improvement.

• Partners with technology teams to leverage data and technology solutions to enhance the member experience, including personalization, self-service options, and automation.

• Leads initiatives to address member pain points, streamline processes, and remove barriers to delivering exceptional service and support.

• Establishes and maintains strong relationships with key stakeholders, including executive leadership, board members, and external partners, to drive alignment and support for member experience initiatives.

• Stays current on industry trends and best practices in member experience, continually seeking opportunities for innovation and differentiation in our approach.

• May lead projects and perform other duties as assigned.

• Occasional business travel may be required.
• Determines appropriate resourcing of staff in order to achieve goals and objectives.
• Builds an effective leadership team through mentoring and formal education that focuses on management and project management principles.

• Defines annual Key Performance Indicators aligned with corporate goals.

• Directs and mentors leaders on performance gaps, career development opportunities, and strategies.

• Directs and coaches leaders on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards.

• Accountable for collective results and recognizing others’ contributions and share credit for success.

• Owns attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction.

• Leads change management initiatives to drive improvements and efficiencies.

• Ability to interact collaboratively and communicate effectively with external, internal customers, and stakeholders to address issues and ensure alignment.

• Prepares and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

We are interested in speaking with individuals with the following...

• Bachelor's Degree in business administration, marketing, communications, or a related field; Master's degree preferred

• Twelve (12) plus years experience in customer experience, customer success, or a related field.

• Eight (8) plus years leadership responsibility.

• Proven track record of driving improvements in customer satisfaction, loyalty, and retention in a fast-paced and dynamic environment.

• Strong leadership and team management skills, with the ability to inspire and motivate teams to achieve high levels of performance and collaboration.

• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively with stakeholders at all levels of the organization.

• Strategic thinker with the ability to translate customer insights and feedback into actionable strategies and initiatives.

• Analytical mindset with the ability to leverage data and metrics to drive decision-making and measure the impact of member experience initiatives.

• Experience working in industries with a strong focus on customer experience, such as retail, hospitality, healthcare, or financial services, is preferred.

• Or equivalent combination of education and/or experience.
• Deep understanding of customer-centric strategies, strong leadership skills, and a proven track record of driving customer satisfaction and loyalty.
• Exceptional leadership skills and business acumen.

• Strong ability to influence others.

• Exceptional customer service, interpersonal, and investigative skills.

• Exceptional verbal and written communication skills.

• Experience with, and comfortable, in working with geographically dispersed colleagues.

• Self-motivated, able to work autonomously and communicate with remote management.

• Working knowledge of interpreting and implementing company policies to ensure consistent application.

• Must be able to effectively present information, from technical to human topics, to a wide range of audience levels using a variant of methods.

• Proficient in project/program management skills.

Salary: $133,300 - $179,900 annually

This role is bonus eligible based on individual and company performance.

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received.  We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. 

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com