Lead Customer Service Representative

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com. About You: You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins. INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with. You have the GRIT , drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas. You care deeply for your customers and are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change. Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear. You thrive in a Team Environment. Collaboration is key in innovation and creating change. These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT , individuals can find their way to the best care, resources, and support they need to get back to life. If this sounds like you, we would love to connect to speak further about career opportunities at Lantern. Must be located in Dallas, TX and be in office at least 3 days a week Overview We are seeking a dynamic, data-driven, and operationally exceptional lead of Member Services to drive the next evolution of our member experience model and assist in scaling a 200+ Care Advocate contact center. This role is the operational heartbeat of our member experience function, driving engagement, conversion, and lifetime value while ensuring every member interaction reflects excellence, empathy, and efficiency. This role is built for a scrappy, hands-on operator who loves being close to the work—someone who can dive into the weeds of daily performance while also architecting the future of our service model through AI, automation, experimentation, and continuous improvement. You thrive in fast-moving environments, build systems that scale, and know how to turn data into action. Key Responsibilities Member Experience & Operations Lead all contact center operations and strategic planning, translating enterprise goals into multi-year service roadmaps and quarterly operating plans that directly drive engagement, conversion, and lifetime value. Build and scale a high-performing 200+ Care Advocate operation with KPIs tied to growth, cost-to-serve, CSAT/NPS, and clinical outcomes. Champion a people-first, service-obsessed culture that delivers exceptional member experiences while driving measurable operational improvements. Ensure processes, workflows, and SLAs meet high standards of efficiency, scalability, compliance, and quality—balancing speed with safety. Develop and refine operational playbooks, escalation paths, and frontline enablement tools to support consistent, high-quality service delivery. Build a data-driven operating system: define leading/lagging indicators, build dashboards, and run weekly performance routines to identify friction and improve outcomes. Use experimentation (A/B and multivariate testing), forecasting, and capacity modeling to optimize conversion, contact rates, handle time, and right channeling across phone, chat, portal, and text. Identify and implement automation opportunities that streamline workflows, reduce manual burden, and unlock step‑change improvements in performance. Bring a “ test and learn ” mindset to everything—rapidly validating ideas, scaling what works, and sunsetting what doesn’t. Cross‑Functional Collaboration and Team Leadership Build, mentor, and lead high-performing teams with clear roles, coaching, and career paths. Directly manage our front-line managers and team to operational excellence. Foster a culture of collaboration, innovation, accountability, and continuous improvement across the contact center. Model inclusive leadership and recognition practices that strengthen engagement, retention, and performance. Qualifications Experience: 8+ years in customer or member experience operations, including leadership of large-scale service centers and outbound engagement programs. Proven success scaling teams and meeting/exceeding revenue, experience, and operational targets. Operational Excellence: Demonstrated ability to drive process improvements, implement change management, and unlock conversion and efficiency gains. Healthcare Knowledge: Understanding of healthcare operations—particularly cancer, infusion, and surgical services—and their implications for member engagement and care navigation. Analytical & Innovative Mindset: Advanced ability to leverage data and analytics for decision making; comfort with experimentation, automation, and technology-enabled workflows. Communication & Influence: Exceptional interpersonal and communication skills with the ability to influence across functions and levels. Experience with enterprise contact center platforms and workforce management tools (e.g., NICE, inContact, IEX, Five9), desktop tools, and telecommunications systems. Familiarity with multi-channel service platforms and strategies that match members to the right service channel (call, chat, portal, text) for optimal value and outcomes. Required hands-on experience with AI-enabled tools and agentic automation platforms—including copilots, intelligent routing, workflow automation, and knowledge management solutions that power modern, high-performing service operations. Salesforce experience is preferred. Life Insurance; 401(k) with company match – Paid Time Off. Compensation Compensation Structure: Salary + Bonus (aligned to growth, experience, operational and quality KPIs) Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. #J-18808-Ljbffr