Vp Member Operations, Member 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.
Summary Of Position
The VP of Member Operations is responsible for leadership and oversight of the Teladoc Member Service 24/7/365 Contact Centers. This role is responsible for defining the strategic vision for the organization including all business strategies (short and long term) required to achieve Member Ops COE business plan. In addition, this role will also be responsible for leading the contact center organization consisting of internal personnel and external vendors (up to 1000 front line agents). Vendor management to include ensuring all vendors meet all contractual performance and financial obligations. Overall management of this entire organization to include exceptional SLA, KPI, financial and budget (upwards of $30M) management skills. Must possess exceptional strategic planning capabilities, organizational leadership (of large organization), thought leadership, communications, performance management, financial and budget acumen, and relationship skills. Must be able to scale a large contact center organization, meet operational and budget commitments while delivering the highest level of quality service to Teladoc members.
Essential Duties And Responsibilities

• Meet departmental annual operating plan budget commitments and long range plan objectives.
• Inspire, encourage, enable and develop high performing colleagues and organization
• Work cross functionally to assure that processes and tools are developed and in place to drive the highest level of positive Member experience.
• Build a Member contact culture that is Member centric, accountable, focused on continuous operational efficiencies, quality and continuous improvement.
• Partners with international business segments as SME on build of international call center support operations.
• Drives a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented.
• Set performance and operational goals within Member contact and service operations to support the growth of the company while exceeding department KPIs.
• Ensure the infrastructure required to support the contact centers are in place to support delivery of services to Members and clients in a rapidly changing, high-growth business environment.
• Develop and deliver strategic plans in support of the Member Operations COE business plan. To include (but not limited to) the following types of strategies, multi-channel contact center, growth, labor optionality, operational and continuous improvement.
• Determine resource needs and allocations to meet seasonal and peak demand service level requirements within the contact center operations.
• Leads integrations of new business line servicing from acquisitions and mergers into centralized contact center operations.
• Measure, monitor and continually analyze results and when performance is sub-par provide immediate remediation plans to correct performance.
• Develops and maintains successful relationships and lines of communication across Member Operations and key stakeholders and departments.
• Assure processes and procedures are in compliance with all regulatory requirements.
• Establish, document and ensure effective operational policies and processes are in place within the contact centers and across operations to support service delivery.
• Manages outsourcing vendors (contract creation and management, performance management, audit management, etc.) that provide services to Contact Centers.
• Achieve maximum gross profit and revenue targets while meeting client and Member service levels and satisfaction objectives.
• Manage a large contact center operations across a variety of labor (internal, outsourced, offshore) and communication (phone, email, chat) channels.
• Identify and analyze trends while driving initiatives to identify corrective action plans to resolve performance issues.
• Track and meet contractual SLA’s. Provide ongoing analysis of SLA performance against objectives and potential penalties.

Supervisory Responsibilities
Yes.
Qualifications Expected For Position

• Strategic thinker with ability to execute tactically.
• 10+ years Large Contact Center Management experience
• Experience and ability to manage vendor relationships.
• Proven track record of Contact Center results
• Excellent interpersonal, organizational, mediation and negotiation skills.
• Expert at the use of relevant Contact Center Technologies. Knowledge of call center WFM tools, techniques, and metrics’
• Inspiring leader, extensive large scale operations management experience
• Must have strong organizational skills and the ability to multi-task and prioritize tasks.
• Strong demonstrated business acumen with ability to effectively communicate, verbally and in writing, to all levels of constituents, including senior management/prospects/clients/providers.
• Minimum of ten years of senior management experience in Healthcare and Call Center operations.
• Strong ability to analyze, interpret and act upon relevant, contact center, financial, and budget data with great attention to detail.
• Bachelor’s Degree, MBA Preferred
• Project management experience.
• Proven ability to thrive in fast moving, innovative corporate culture, to think clearly and work well under pressure.
• Applied skills in process management and improvement and proven abilities to implement ideas to improve member experience.

The base salary range for this position is $190,000 - $220,000.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.