- Work directly with the Regional CEO and SVP to define and execute the Member Operations strategy.
- Translate strategic objectives into actionable plans and initiatives, and monitor progress to ensure timely delivery.
- Conduct research and analysis to support key business decisions and special projects.
- Prepare presentations and reports for leadership meetings, executive leadership, and other key stakeholders.
- Act as a local lead for the MOPS teams.
Member Journey Improvements & Root Cause Analysis
- Identify critical customer journeys that impact experience and efficiency, and conduct deep-dive analysis and root cause investigations to uncover systemic inefficiencies.
- Conduct deep-dive analysis and root cause investigations to uncover systemic inefficiencies.
- Partner with Ops, Product, and Training teams to implement sustainable fixes, acting as a central point of contact for cross-functional initiatives to ensure alignment.
- Establish metrics to measure impact,
ensuring a structured feedback loop for continuous enhancement.
Operational Excellence & Planning
- Create and chair Steering Groups to drive senior decision-making, and manage the rhythm of the business including weekly/monthly team steercos and business reviews.
- Act as a central point of contact for cross-functional initiatives, ensuring alignment and explicit communication between teams.
- Identify and drive process improvements to enhance operational efficiency and productivity.
- Oversee the operational budget for the Member Operations function.
Communications & Stakeholder Management
- Facilitate effective communication across the Member Operations leadership team and with other departments.
- Act as a trusted advisor and liaison between the Regional CEO / SVP of MOPS and team leaders, ensuring alignment and resolving conflicts.