Director of Member Optimization

Resolve complex member issues, oversee fraud resolution, and drive continuous improvement across member experience operations. Lead resolution of high-impact escalations, including fraud claims and disputes, while conducting root cause analysis to translate insights into sustainable workflow improvements. Build and lead high-performing teams focused on problem resolution and frontline enablement, managing daily operations and providing regular performance feedback. Provide oversight of on-the-job training to ensure employees are equipped with necessary knowledge. Balance member advocacy, operational efficiency, and risk management while fostering a positive, inclusive workplace culture.