Director Team Member Care

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 16,000 healthcare professionals and team members at more than 1,200 health and wellness offices across 46 states in four distinct categories: Dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG is backed by top-tier private equity firms and provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio and our newest addition AZPetVet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale. As a reflection of our continued growth, we have an exciting opportunity as a Director, Team Member Care.

The Director, Team Member Care will oversee and strategically work to elevate the Tier 1 & Shared Services (Team Member Care) Center of Excellence for the HR Organization comprised of TMC Managers, People Assistants and People Coordinators. The TMC team is employee facing and supports other CoEs such as People Operations, Total Rewards, Payroll and Employment Practices. The TMC organization delivers HR support to several groups within TAG primarily including employees and managers. The primary focus of this job is to elevate the TMC organization by building a comprehensive cross-functional service catalog and elevating the team member employee experience in their first interaction with the HR organization.

This role can provide direction using sound judgment, and engaging regularly with key stakeholders, including other HR Leaders. This role will continually drive process improvements to increase level of service, deflect volumes, and find more efficient ways of operating. This role will continue to build or expand services that are of value to our employees. This is a people leader role that will sustain a high performing team, facilitate, and delegate work, provide coaching and feedback, career development, and performance management. In addition to managing daily operations and meeting OKRs, this individual can prioritize multiple tasks, possesses strong communication skills and is comfortable working in a rapidly changing and ambiguous environment with minimal direct supervision.

Essential Responsibilities

• Team motivation and growth mindset.
• Teamwork and skills to collaborate with cross regional, multidisciplinary teams.
• Influence and advocacy for continuous improvements and sustainability of our documented processes to ensure ease of use for our teams and quality service delivery to our customer.
• Discipline and time management as well as orientation to results.
• Establish a detailed Service Catalog for the TMC organization.
• Close collaboration with HR groups they support (People Ops, Total Rewards, Payroll, Employment Practices) to drive consistent support.
• Lead initial ticketing triage response and reporting in ServiceNow and influence best practices and continuous improvement on how the team operates on a regular basis on the platform.
• Skills to create and implement strategies to continually evolve services and improve operations and employee experience.
• Leverage enabling technology to optimize the Tier 1 & Shared Services such as: telephony, RPA, Virtual Customer Assistance, Intranet & Self-Service Platforms
• Establish quality assurance/quality control routines for the TMC organization.
• Maintain a high level of accountability and responsibility for operational performance and achieving business objectives.
• Drive the team to deliver high quality results. This will be done by ensuring all organizational OKRs are met.
• Well organized and analytical mindset to solve critical issues in a timely manner.
• Lead Team Member Care team providing Tier 1 & Shared Services support to the HR and payroll organizations. This includes but is not limited to setting clear performance objectives for each manager reporting to them, driving results to meet these individual goals, establishing clear and robust development plans, identifying training needs across the team, addressing performance issues in a timely manner, and creating an ongoing positive a team culture of growth, learning, and inclusivity while achieving objectives of the team.
• Contact Center/ Tier 1 and relevant technology management.
• Partner with HR leaders in creating SLAs and driving adherence to standard operating procedures to guarantee a consistent quality customer experience in all interactions.
• Leverage HR Service Delivery programs to elevate the support that the Team Member Care team provides.

Requirements/Qualifications

• Ability to work in fast-paced environment.
• Confident at troubleshooting; obtains enough information from employees to either resolve the inquiry or obtains adequate information to refer the issue to an expert for problem resolution.
• Experience with enabling technology to support the HR organization such as intranet platforms, ticketing systems, RPA and AI support technology.
• Possesses strong problem-solving skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Communicates effectively in both oral and written form.
• 5+ years of experience in a Shared Services, Customer Support and/or leadership role in Human Resources.
• Ability to follow strict policy guidelines and recognize situations requiring escalation.
• Experience with managing a Tier 1 team that supports the HR organization and prioritizes the employee experience.
• Strong interpersonal and customer service skills.
• Possesses strong PC skills and has knowledge of general office tools such as Microsoft Office Suite products: Excel, Word, PowerPoint, etc. will also be helpful.
• Must have the ability to remain focused, professional, tactful, and discrete when handling sensitive and/or confidential information.