Vice President, Member Experience

Were hiring: VP of Member Experience at BetterLife (Remote) BetterLife is looking for a VP of Member Experience who is passionate about creating exceptional experiences and delighting our members and agents with every interaction. We want a leader who can set the vision for how we serve our members and agents, build a culture that goes beyond simply meeting expectations, and find ways to make doing business with BetterLife easier. Reporting to our SVP of Operations, youll lead our Contact Center and Inforce Administration teams, oversee service levels, member satisfaction, and NPS, and drive automation and process improvements that make a meaningful difference for our employees, members, and agents. What youll do: Lead the Contact Center (call handling, staffing, quality, first call resolution) and Inforce Administration (policy changes, billing, payments, SLAs)Create a service culture focused on delighting our members and agents, making every interaction easy, personal, and positiveRoll up your sleeves to simplify complex processes and systems, using new technology and system enhancements to make work faster and easier for our teams, members, and agentsBuild voice of the member programs and turn feedback into real improvementsLead our remote hiring, training, and onboardingCoach and develop managers and team leads to build a caring, service focused culture where employees feel empowered to go above and beyond What were looking for: 10+ years in customer or member service operations, including 5+ years leading contact center or policy administration teams and managing managersExperience leading different types of teams at once, such as a phone based service team and a back office processing teamExperience hiring, training, and leading remote teamsHands on knowledge of contact center phone systems (IVR, call routing), workforce management tools, and policy administration systemsBachelors degree or equivalent experienceLife insurance or annuity experience required Fully remote, with up to 20% travel