Manager, Member Services Optimization

Hi, we’re Gravie. Our mission is to create health benefits that actually benefit small and midsize businesses and their employees. Our innovative benefit solutions and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.


The Manager, Gravie Care Optimization will lead Gravie’s efforts to continuously improve and scale our member and provider services operations. Gravie Care is a hybrid onshore and offshore service team supporting Gravie members, ICHRA participants, and providers across our network. This individual will work with partners within Operations and across Claims Technology, and Product to develop data-backed views on how to improve the productivity, efficiency, and service levels of Gravie Care’s operations, including through upstream service enhancements that reduce call volume and expedite issue resolution for Gravie’s subscribers and provider partners. Once opportunities are identified and prioritized, they will drive forward key projects and initiatives, working cross-functionally to gain alignment and implement impactful new processes, systems, and capabilities.
You Will
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, including upstream improvements that reduce call volume and accelerate issue resolution.
Design and implement practical systems, process and operational enhancements to optimize efficiency and service delivery.
Translate business needs into clear, actionable requirements for systems, tools and cross-functional projects.
Build data-backed business cases to guide decisions and solution deployment.
Develop structured work plans that anticipate risks, remove barriers and ensure timely execution of initiatives.
Define success metrics, monitor performance and share actionable insights with stakeholders.
Partner with Operations, Technology, Product and other teams to align priorities and deliver effective 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.

You Bring
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. 
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 in a high-growth, fast-paced, and evolving environment.
Preferred:
Healthcare industry experiences, ideally within health insurance plans or other entities responsible for supporting members with healthc