Operations Lead (Member Support)

Job Description

Job Description

We are partnering with a fast-growing health technology company seeking two Operations Leads to help lead and scale its Member Support team. This is a hands-on leadership opportunity for someone who is passionate about delivering an exceptional member experience while developing high-performing support teams.

 

You’ll lead a team of approximately 5–10 support specialists, oversee day-to-day queue operations, coach and develop team members, manage complex escalations, and help prepare the organization for high-volume periods such as Open Enrollment.

 

This is not a leadership role that operates from the sidelines. You’ll stay close to the frontline, stepping into the queue during peak periods, taking on complex cases, identifying recurring customer pain points, and partnering across the organization to improve the processes and tools behind the support experience.

 

If you enjoy developing people, solving difficult customer problems, improving how support teams operate, and aren’t afraid to roll up your sleeves when the team needs you, this could be a great opportunity.

 

Based in Austin, Texas, and able to work onsite regularly.

What you'll do

• Running the queue day to day. Coverage across chat, email, and phone, hitting response and resolution targets, and adjusting fast when volume spikes or a new issue pattern shows up.
• Growing the team’s capacity . Bringing new channels online, turning generalists into subject-matter experts, and using automation and tooling so volume growth does not translate one-for-one into headcount. Planning and staffing the seasonal peak.
• Coaching. Weekly 1:1s, honest and timely feedback on quality, career conversations that go somewhere, and building the next layer of leadership from inside the team.
• Escalations. You are the person the hard cases land on. You see them through, then turn what you learned into a process or product change so the same case does not come back.
• Cross-functional influence. Bringing patterns from the queue to product, engineering, and operations, and pushing for the upstream fixes that reduce inbound volume.
• Team culture. Building an environment people want to work in, recognizing hard weeks, and making the team’s work visible to the rest of the company.

Background we're looking for

• Minimum 7 years in customer or member support, with at least 3 leading a team. Formal management experience is preferred, but a strong support team lead who has carried real coaching responsibility will be considered.
• Three or more years supporting a complicated product - benefits, healthcare, insurance, financial services, or something comparably regulated. 
• Bachelor’s degree required. 
• Experience running a high-volume queue across live channels, including seasonal peaks where coverage planning matters. 
• A real coaching track record with junior or contract staff, specific people you moved from struggling to solid, or from solid to promoted.
• Steadiness in a changing environment. New tools, shifting processes, and a team that looks different in six months than it does today.
• Evidence you have changed the product, not just supported it. Support insight that made it into a roadmap, a workflow, or a policy.
• Genuine interest in healthcare benefits and in the experience of the people using them.