Director of Member Services

Job Description

Lantern is seeking a Director of Member Services to drive operational excellence and expertise for the overall member service delivery and experience. This role is based in Dallas, Texas, and requires an on-site presence during standard business hours.

The Director will be a key leader for the member services team, taking a hands-on approach to achieve the highest levels of member satisfaction and meet organizational goals. They will play a key role in growing and transforming Lantern's service delivery and operation.

Responsibilities:

• Hire, develop, lead, and inspire all levels of the customer service team.
• Provide coaching and leadership to supervisors.
• Drive accountability and understanding via metrics management on critical KPIs.
• Foster a team-centered culture and reward innovation.
• Create, report, track, and manage defined operational KPIs.
• Develop and implement new projects, policies, and procedures.
• Monitor and report project updates to senior management.
• Drive measurable utilization and conversion rate improvements.
• Implement and manage the documentation, monitoring, and evaluation of all customer service performance measures.
• Collaborate cross-functionally in support of successful operational execution.
• Identify opportunities for innovation, efficiency, and consistency.
• Maintain a customer-first approach to all activities, goals, and objectives.
• Direct operational business processes through use of technology and automation tools.
• Make recommendations to VP of Member Services regarding opportunities to enhance customer service.
• Partner with other departments to ensure effective roll outs and overall trends in delivery are understood and managed.

Requirements:

• Five+ Years of Customer / Service Delivery Operations Management experience
• Bachelor's Degree
• Proven experience building, inspiring and scaling Customer Service teams
• Confidence leading in a fast-growth, rapid change environment
• Strong written and verbal communication skills
• Curious and solutions-oriented leader
• Proven ability to identify and select talent and a passion for people development
• Ability to effectively organize work activities to meet deadlines

Lantern offers:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave