Vp Member Operations, Business Services

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.
Position Summary
The VP Member Ops Business Services will work alongside the SVP of Member Operations and support cross department leaders to facilitate the execution of the vision, mission, and cultural norms within Member Operations / Teladoc Health. The responsibilities will include identifying, monitoring, and leading cross functional organizational strategies which drive growth and business effectiveness and ultimately deliver on the Member Operations COE strategy. The ideal candidate should have competencies in financial analysis and modeling, communications and organizational effectiveness, strategic thinking, and content creation by way of deep understanding of the Member Operations COE strategies, performance, growth, and continuous improvement expectations.
In addition to the above-described responsibilities the VP Member Ops Business Service will lead several critical support teams to include the Contact Center Command Center, WFM, Data Analytics and reporting, Telephony Platform support, oversee large strategic projects and continuous improvement initiatives.
Role And Responsibilities

• Financial and budget management and analysis.
• Completes analysis of data to determine performance, issue trends, and corrective actions. Provides information, reports, and recommendations to management on performance and process improvement. Initiates and manages projects to deliver customer and business enhancing systems and processes to drive revenue and performance.
• Establishes and maintains effective cross-functional business partnerships across all levels of the department and organization.
• Responsible for leadership of the Contact Center Command Center. Leverages enterprise command center resources to drive system availability, occupancy, and adherence.
• Data Analysis / Reporting of all balance scorecards, KPI’s, SLA’s, volume trends and other operational reporting as needed.
• Establish and maintain a continuous improvement process which identifies and tracks CI initiatives. Directs in-depth continuous improvement analysis and recommendations vis time studies, and analysis of operational, member/provider, telephony and systems data to assess and forecast effectiveness of service delivery.
• Will be responsible for delivering contact center volume forecasts, personnel schedules along with real-time SLA / KPI reporting.
• Develops and maintains successful business relationships with peers and leaders across multiple business lines nationally and internationally to successfully deliver and monitor systems performance.
• Directs projects and programs to improve Member Ops performance.
• Works to facilitate common operating systems nationally and internationally.
• Works across Member Ops departments in the alignment of business strategies
• Manages progress against COE objectives and LRP.
• Partners with IT to address technical systems integration and service issues.
• Facilitates discovery, assessment, and implementation of common VCC, WFM, and Quality assurance platforms across multiple business lines.
• Assures US and International compliance with data and voice local regulatory requirements.
• Plans, organizes, implements, and tracks projects within Member Ops to drive prioritization and inclusion in appropriate project pipelines. Responsible for following the required documentation and intake process.
• Manages pipeline of large projects
• Build the Member Operations communication elements and content (All Hands, QBR, COE Leadership, or ad-hoc updates) to support improved comms within Member Operations and across COE leaders.
• Uses WFM tool to complete staffing, forecast and scheduling recommendations.
• Manages Business Services budget to realize cost savings through process improvement and automation.

Skill Requirements/Preferences

• Ability to be objective and analytical in reviewing all types of business and systems data.
• Thought leadership, ability to use data and other contributing factors to assess operational activities and provide recommendations for improvement.
• Must be able to effectively communicate with staff and management in both written and oral formats, at all levels of the organization.
• Proven track record of management experience in the areas of finance, data analysis, organizational effectiveness, call center operations, strategy / planning
• Knowledge and skills in data gathering, trend analysis, and statistical process control.
• Ability to prepare extensive statistical and project status reports.
• Knowledge and experience in VCC platform delivery across multiple geographic locations.
• Strong organizational skills, ability to multi-task and prioritize tasks.
• Works well under pressure with the ability to learn quickly and adapt to change.
• Excellent presentation and communication skills.
• Executive presence and skilled in the creation of executive level analysis and other materials.
• Ability to constructively confront peers and colleagues with value added input, feedback, and assessments.
• Ability to complete source / cause analysis with regards to performance issues
• Proven skills in project/program management and delivery.
• Experience with multi-tasking and coordinating projects.
• Data analysis and reporting
• Exceptional leadership skills.
• Must have a high level of reason and data analytical skills.
• Knowledge of VCC platforms, call routing, and WFM tools a plus
• Knowledge of operating systems, Quality, and report building.
• Possesses a collaborative work style and skills with tact and diplomacy.

Education & Experience Requirements

• Experience in the following disciplines preferred; call center, operations, business planning and strategy, data analysis and reporting, and some finance preferred.
• 10+ years’ experience with BS or equivalent; MBA is preferred.
• Working knowledge and experience with Workforce Management tools (i.e., EX, and Virtual call center platforms), preferred
• Effective interpersonal skills and strong executive presentation development and delivery skills
• Trustworthy with high integrity, and the ability to maintain appropriate confidentiality.
• 5+ years’ experience with data analysis and BI tools and other data analysis and reporting software.
• Outstanding facilitation, collaboration, and influencing skills.

The base salary range for this position is $180,000-200,000.In addition to a base salary, this position is eligible for performance bonus, RSU’s, and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2023 . Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.
Why Join Teladoc Health?
A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.
Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.
Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.
As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.
Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.