Manager, Member Services Optimization

2 months, 1 week ago
Full-time
Senior
Project and Program Management
Gravie

Gravie

Gravie is reinventing health benefits with transparent, affordable solutions like Comfort® plan, ensuring easy access to care for employers and individuals.

Insurance
251-1K
Founded 2013
$177M raised

Description

  • Drive initiatives that improve Gravie Care’s operational performance and enhance the member and provider experience.
  • Identify, prioritize, and size high-impact opportunities using a structured, data-driven approach.
  • Design and implement practical systems, process, and operational enhancements to improve efficiency and service delivery.
  • Translate business needs into clear, actionable requirements for systems, tools, and cross-functional projects.
  • Build data-backed business cases to support decisions and solution deployment.
  • Develop structured work plans that anticipate risks, remove barriers, and ensure timely execution.
  • Define success metrics, monitor performance, and share actionable insights with stakeholders.
  • Partner with Operations, Technology, Product, Claims Technology, and other teams to align priorities and deliver solutions.
  • Communicate consistently with stakeholders to drive adoption, alignment, and impact of new processes and capabilities.
  • Own the execution and measurable outcomes of optimization initiatives across Gravie Care.

Requirements

  • 5+ years of progressive experience in process improvement, operations leadership, consulting, and/or quality improvement.
  • Strong understanding of member and provider services or similar call center operations.
  • Healthcare industry experience, ideally within health insurance plans or organizations supporting healthcare navigation, eligibility, benefits, and claims payment questions.
  • Experience designing and delivering large-scale initiatives with measurable outcomes.
  • Expertise in data analysis, process mapping, and operational design.
  • Experience leveraging enabling technologies and introducing automation.
  • Experience working in a high-growth, fast-paced, and evolving environment.
  • Lean Six Sigma certification or equivalent process improvement expertise preferred.

Benefits

  • Salary range of $118,394 to $150,242 annually.
  • Standard health and wellness benefits.
  • Alternative medicine coverage.
  • Generous PTO and paid holidays.
  • Up to 16 weeks of paid parental leave.
  • 401(k) program.
  • Transportation perks.
  • Education reimbursement.
  • Paid paw-ternity leave.

Interested in this position?

Apply directly on the company website

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