Team Lead, Member Services & Change Management

Role Description

The Team Lead, Member Services Talent & Change Management is fully accountable for the execution and outcomes of two core functions: Talent Management & Recruiting and Change Management & Communications. This role owns the end-to-end strategy and execution for hiring, onboarding, and early tenure success of new hires, as well as the planning, communication, and adoption of organizational changes impacting Member Services.

This position serves as the single point of accountability for talent pipeline execution, new hire readiness, and organizational change adoption, ensuring the contact center is properly staffed, effectively trained, and fully aligned to changes in technology, processes, and business requirements.

• Talent Management & Recruiting (Primary Accountability)
  • Lead and manage daily activities of 4–5 Mentors with full accountability for new hire support, onboarding effectiveness, and early tenure performance.
  • Own and deliver a full-year hiring and training class schedule aligned with Workforce Management staffing forecasts and business demand.
  • Define and execute recruiting strategy, including vendor selection, sourcing approach, and candidate pipeline development.
  • Partner with Recruiting and HR to ensure consistent candidate flow and successful class fill rates.
  • Design and implement new hire training strategies, including both virtual and in-person delivery models.
  • Define and maintain training curricula, content expectations, and learning outcomes for onboarding programs.
  • Establish and execute a structured post-class support model including mentor-to-new hire buddy assignments, peer shadowing, and live call support.
  • Ensure ongoing coaching and structured support for all new hires during the first 90 days.
  • Track, measure, and report on new hire performance during the first 90 days and identify required interventions.
  • Ensure new hires meet defined readiness and performance expectations prior to full production.
  • Continuously improve onboarding and recruiting processes based on performance data and business needs.
• Change Management & Communications (End-to-End Ownership)
  • Own and lead change management efforts for all new processes, systems, tools, and business updates impacting Member Services.
  • Develop and execute communication plans to ensure awareness, understanding, and readiness across the organization.
  • Translate complex changes into clear, actionable messaging aligned to frontline execution.
  • Partner with Product, Technology, Operations, and Training to ensure consistent messaging and coordinated rollout plans.
  • Coordinate and deliver training and enablement efforts required for successful adoption.
  • Ensure all communications are timely, accurate, and accessible to frontline staff and leadership.
  • Track and report on change adoption, knowledge retention, and execution effectiveness.
  • Identify gaps in adoption and implement targeted communication or training actions.
  • Maintain structured prioritization, sequencing, and impact management for all changes.
  • Serve as the single point of accountability for ensuring changes are successfully adopted and operationalized.

Qualifications

• Bachelor’s degree or equivalent work experience
• Proven leadership experience in a contact center, training, recruiting, or operational role
• Experience in talent development, onboarding, and training program design
• Experience leading change management, communications, or organizational rollouts
• Strong ability to manage multiple priorities with clear accountability
• Excellent communication skills with ability to translate complex information into actionable guidance
• Strong analytical and problem-solving skills
• Ability to operate in a fast-paced, high-accountability environment
• Proficiency in Microsoft Office and contact center systems

Requirements

• Based on relevant market data and other factors, the anticipated hiring range for this role is $62,400 to $78,000 annually.
• Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations.
• This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals.

Benefits

• Remote first work environment
• Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members
• Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)
• Additional buy-up options for Short- and Long-Term Disability and Life Insurance
• 401(k) with an employer match up to 3.5% available after 60 days
• Community Service Day to give back and support what you love in your community
• 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like
• Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work
• Tuition Reimbursement for accredited degree programs
• Paid New Parent Leave that can be used for adoption or birth
• Pet insurance to protect your furbabies
• A robust mental health benefit and EAP service through Spring Health to support you when you need it most