SVP Member Experience

Senior Vice President Member Experience

The Senior Vice President of Member Experience is a pivotal role within Lantern Care, responsible for evolving and managing all aspects of member services and the overall member experience. The SVP of Member Experience is responsible for overall executive leadership, operational rigor, strategic vision, and ownership of Lanterns Member Experience functions to achieve our mission and meet organization goals and requirements. This overall responsibility and ownership of results includes excellent performance in all areas of operational expertise in the health care space and Customer Experience Operations (service levels, case utilization, revenue generation, forecasting optimization, KPI's, learning and Development, knowledge management, customer satisfaction both current and new clients). As SVP you are a business athlete with the broad experience, analytical skills, and quantitative comfort to structure, analyze and interpret data around our biggest challenges and opportunities. Very fluent with numbers and able to build quick-and-dirty analysis. Must be an exceptional communicator, able to explain Lantern care in an informational, influential, concise, uplifting, and personable manner at all levels of the organization. The SVP will play a key role in growing and transforming our service delivery operation including our specialty evolution into the clinical care space. This role will ideally be in the Dallas TX area (or travel requirement) and will have direct responsibilities for location growth in addition to overseeing and leading all management and operations of our current location. This position reports directly to the Chief Operating officer. The SVP will collaborate with other executives and management to execute on the strategies and plans of the company to achieve excellent customer service and consistent profitable growth.

Key Responsibilities

* Serve as a key leader in driving revenue generation through concierge-level customer service, ensuring all team members are equipped to deliver top-tier support.
* Must be an expert in all aspects of contact center delivery, strategy and industry norms across people process and technology.
* Utilize deep financial acumen and KPI expertise to analyze operational metrics, with a focus on both standard contact center performance and conversion/utilization rates. Analytical expertise is imperative.
* Lead Practice CX leadership to enhance and improve all aspects of delivery in quality management, learning and development and knowledge management capabilities.
* Collaborate with cross-functional teams to understand dependencies and ensure a seamless, stellar experience for all members. This includes but is not limited to network, client success, claims, marketing, and broader member engagement teams.
* Accelerate leadership development across all levels, from frontline customer care advocates to supervisors, directors, and vice presidents.
* Lead service delivery evolution and partner with operational excellence to design, measure and transform our member experience as we incorporate clinical navigation and a robust sales delivery approach for new member acquisition.
* Spearhead the expansion of member services as the organization grows, including the establishment of new locations over the next five years.
* Support and enhance all workforce management capabilities. Drive improved forecasting and accuracy with a continued drive on optimization.
* Responsible for daily, weekly, and monthly performance and compliance reporting.
* Monitor and report on achievement of committed action plans to our C suite and on occasion to our board. Develop and drive a robust operational meeting cadence that drives measurements and tracking of all aspects of the operational delivery up to an including owning all EMT prep monthly.
* The SVP of Member Experience will own our annual budget and strategy planning exercise.
* Function as the executive escalation point for key clients.

Qualifications:

* Proven experience in a senior leadership role within healthcare or a member services-focused organization.
* Strong operational excellence background, with a deep understanding of best practices in member experience management.
* Expertise in learning and development methodologies, knowledge management, and voice of the customer strategies.
* Demonstrated experience in developing and implementing leadership programs that nurture talent at all levels within an organization.
* Exceptional analytical skills with a focus on financial metrics and performance indicators.
* Demonstrated ability to build and lead effective teams, fostering a collaborative and high-performance culture.
* Methodical thinker with a vision for the future of member services and the ability to execute on that vision.
* Significant healthcare experience preferred.
* Experience managing multi-location operations and driving growth initiatives.

BACKGROUND/EXPERIENCE desired:

* 15+ years of client relationship and Service Center experience
* Deep data analytics mindset
* Considerable experience with multi-channel service platforms that match right service channel (i.e., Call, chat, portal, text, etc.) for the best value.
* Willingness to travel as needed.
* A. or B.S. required.

Within your first 90 days at Lantern, we expect to see evidence of the following.

* Deeply understand the core needs of the business and scope high-impact transformational initiatives, launch them and lead to completion & impact.
* Align our member services team on key 2025 strategic priorities to serve as the basis for 2026 planning & budgeting meetings.
* Run a listening tour to gather feedback from front line Customer care team, HR, Sales to all levels of leadership across your direct and indirect leaders, then report findings to your HR lead and COO.

Must-Haves

* Exemplary people skills: the ability to engage, influence and persuade without a formal reporting relationship; effective at coaching and mentorship.
* You have GRIT, there is no task too small or too big to tackle to drive success.
* Exemplary people leader for your direct teams, driving talent acquisition and retention across all levels in your reporting structure.
* Crisp written and verbal communicator with the ability to take complex, ambiguous concepts and distill them into an understandable narrative.
* Strong project management skills: the ability to drive multiple complex projects forward towards impactful execution.
* C-level presence and confidence to meet with internal and external partners at the most senior level.
* Optimistic attitude; as most of your projects are unexpected and tough new challenges and opportunities, you must bring optimism and excitement to people you are working with.
* Prior experience and understanding of the U.S. healthcare system to facilitate rapid decision making.

What we will value and expect:

* You put people first and take care of yourself, your peers, and our patients equally.
* You have GRIT, there is no task too small or too big to tackle to drive success.
* You are resilient and thrive in forming not yet fully established processes and technology.
* You have a keen sense of ownership and take initiative while empowering others to do the same.
* You appreciate transparency and promote trust and empowerment through direct access of information.
* You are evidence-based and prioritize data and science over seniority or dogma.
* You take risks and rapidly iterate.
* You love your team, our members, and your impact on both.

Strong candidates will:

* Be Comfortable in a Challenging Environment: that can be challenging but also highly rewarding.
* Be Data Driven: using data to diagnose problems and inform how we optimize performance / problem solve as well as communicating progress across the organization.
* Appreciate the Importance of Detail: across all areas of your work but also recognize when to trade detail for quick answers.
* Be Analytical Thinkers / Problem Solvers: both in how they collaborate with team leads of sales, account management, marketing, and partnerships but also in how they build the team and supporting systems / processes.
* Have a High Sense of Ownership: enjoying taking responsibility for your work with a pro-active, self-starting mindset.
* Enjoy Building Process & Systems: to enable the team to scale with effective onboarding, ongoing training as well as standardized processes.