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Personify Health Logo Personify Health · Customer Service

Director Member Services

United States, Tempe 115000.00 - 145000.00 USD / Year · Job Posted March 13, 2026
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Job Description

Member service operations can make or break client retention and member satisfaction in the TPA space. As our Member Service Director, you'll lead the entire Member Services Department, developing and executing strategies that transform how thousands of members experience our service every day. You'll build a customer-centric culture, coach high-performing teams, and use data analytics to drive operational improvements that enhance satisfaction while increasing efficiency. Your leadership directly influences whether members feel supported during critical health moments or frustrated by system barriers—and whether our TPA operations deliver the seamless, responsive service that retains clients and earns referrals.

Job Responsibility

  • Lead departmental strategy: Develop and execute customer service strategy aligned with overall business objectives, focusing on enhancing satisfaction, streamlining processes, and driving operational efficiency
  • Build customer-centric culture: Champion customer-focused mindset throughout the organization while fostering positive, collaborative team culture focused on achieving performance goals and delivering outstanding service
  • Develop and coach teams: Mentor and coach associates to build capabilities, improve performance, and create pathways for professional growth within the department
  • Drive cross-functional collaboration: Partner with marketing, implementation, and product development to ensure cohesive, consistent customer experience across all touchpoints
  • Leverage data and analytics: Monitor key performance indicators (KPIs), identify improvement areas, and use data-driven insights to inform strategic decisions and operational changes
  • Implement process improvements: Identify and execute process enhancements that increase efficiency and effectiveness of customer service operations
  • Evaluate and deploy technology: Assess and implement technology solutions that enhance customer service capabilities and improve member experience
  • Ensure regulatory compliance: Maintain adherence to relevant regulations and standards while regularly reviewing and updating customer service procedures and policies
  • Stay industry-informed: Monitor industry trends and best practices in customer service to keep operations competitive and innovative

Requirements

  • Bachelor's degree
  • 8-10 years professional experience in customer service or related leadership roles
  • Support leadership experience within TPA (Third Party Administrator) organization preferred
  • Strong track record leading and managing third-party teams
  • Experience with customer service software and technologies
  • Analytical capabilities with ability to use data to drive decision-making
  • Proficiency monitoring and interpreting KPIs and performance metrics

What we offer

  • Competitive base salary and benefits effective day one
  • Comprehensive medical and dental through our own health solutions
  • Unlimited PTO
  • Mental health support, retirement planning, and financial protection
  • Professional development with clear career progression and learning budgets
  • Mission-driven culture where diverse perspectives drive real impact on people's health
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