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

• Oversee a portion of the Support organization, managing teams of 15–30+.
• Drive operational excellence and improve member interactions.
• Set goals and track progress for team performance.
• Define and monitor key performance indicators.
• Collaborate with Product, Engineering, and Data teams.
• Mentor and coach managers for leadership development.
• Ensure compassionate and efficient member support.
• Experience in support, service, or operations required.
• Strong analytical skills and data-driven decision making.
• Commitment to human support in healthcare contexts.

Requirements

• 10+ years in support, service, or operations.
• Proven ability to manage managers and scale teams.
• Experience with KPIs and operational reporting.
• Ability to drive accountability and performance.
• Skilled in creating structure and improving workflows.
• Comfortable with tools and automation for efficiency.
• Nice to have: healthcare or fertility support experience.

Benefits

• Access to healthcare and wellness partnerships.
• Hybrid work model with in-office meals.
• 16 weeks paid parental leave.
• Professional development stipend and career coaching.
• 401K matching for US-based employees.