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Posted: 10/21/2026Vice President, TPA Member Services
Personify HealthCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in service operations and contact center management, with a focus on driving transformation through automation and technology-enabled processes. Proven ability to manage budgets, ensure SLA compliance, and develop organizational talent across global teams.
Highest-signal resume keywords
Service Operations LeadershipMulti-Site ManagementTransformation Work LeadershipBudget OwnershipWorkforce Management
About the role
Key responsibilities & impact- Direct the TPA Member Services department, including directors, managers, and supervisors across US and international sites
- Establish consistent culture, standards, and accountability worldwide while respecting local labor laws, practices, and customer needs
- Own capacity planning, attrition and retention, leave management, vendor and partner use, and site strategy
- Build succession depth, coach managers, and develop organizational talent
- Drive results across inbound contact, case resolution, escalations, and quality assurance
- Deliver client SLAs, performance guarantees, and contractual obligations through staffing, forecasting, scheduling, and quality operating rhythms
- Partner with Account Management and Operations leaders to resolve critical escalations and prevent recurrence
- Create and execute a multi-year service transformation roadmap spanning automation, self-service, workflow improvement, and AI-enabled tools
- Identify and eliminate costly rework and handoffs
- Own the Member Services budget, cost per contact, and productivity targets
- Report trends, root causes, and corrective actions to executives and clients
- Represent Member Services in client meetings, implementations, and renewals
- Contribute to enterprise strategy
- Travel 15–25%
Requirements
What you’ll need- Bachelor’s degree or equivalent experience
- 12+ years of experience in service operations, contact center, or member/customer experience leadership
- 5+ years leading multi-site or multi-layer organizations
- 5+ years of leadership experience in a TPA, healthcare organization, or benefits administration
- Proven record of running a large-scale service operation against client or contractual SLAs
- Experience leading global teams across multiple geographies and time zones, including onsite and remote workforces
- Track record of leading transformation work, such as automation, digital self-service, or technology-enabled process redesign, with measurable results
- ITIL experience preferred
- Financial expertise, including budget ownership and unit-cost management
- Workforce management, including forecasting, scheduling, and capacity planning
- Quality assurance and SLA performance management
- Data analysis to diagnose problems, set targets, and drive decisions
- Automation, digital self-service, and AI-enabled service tools
Benefits
Comp & perks- Competitive base salary
- Comprehensive medical and dental coverage effective day one
- Unlimited PTO
- Mental health support
- Retirement planning
- Financial protection
- Professional development
- Clear career progression
- Learning budgets
- Wellness programs
- Other employee perks
- Full benefits package starting day one
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Capacity PlanningData AnalysisQuality AssuranceSLA Performance ManagementForecastingSchedulingAutomationDigital Self-ServiceAI-Enabled Service ToolsContractual SLA Management
Soft Skills
CoachingCommunicationProblem-SolvingCollaborationAccountability
Tools & Technologies
ITILWorkforce Management ToolsService Transformation Roadmap
Industry Keywords
TPAHealthcare OrganizationBenefits AdministrationMember ServicesCustomer Experience