Senior Director, Member Services & Experience - Remote

Overview

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com.

In Short

• Drive the vision and strategy for Member Support and Benefits Operations.
• Lead and inspire a 50+ person organization.
• Ensure operational excellence through process improvement and standardization.
• Partner cross-functionally with Product, Engineering, Clinical, and Data teams.
• Champion AI and automation to enhance member support experience.
• Define and monitor KPIs for continuous improvement.
• Develop leadership talent within the organization.
• Act as the voice of the member in operational priorities.

Requirements

• 15+ years in support, service, or operations.
• Experience managing large teams and systems.
• Strong operational rigor and systems thinking.
• Comfortable with technology, automation, and data.
• Commitment to compassionate member support.
• Able to influence in matrixed organizations.
• Experience in healthcare or health tech preferred.

Benefits

• Access to Maven's platform for mental health and family planning.
• Whole-self care through wellness partnerships.
• Hybrid work model with in-office meals.
• 16 weeks paid parental leave and new parent stipend.
• Annual professional development stipend.
• 401K matching for US-based employees.