Member Services Optimization Director

Gravie is seeking a Member Services Optimization Director to design and implement strategies that enhance customer satisfaction, service efficiency, and operational excellence across all service channels.

Requirements

• 8+ years of progressive experience in customer service operations, operations, process improvement, operations engineering, consulting, and/or quality improvement.
• 3+ years in a senior leadership position managing multi-channel or large-scale service operations.
• Proven success in implementing customer service technologies and process transformation initiatives.
• Experience designing and delivering large-scale initiatives with measurable outcomes
• Expertise in data analysis, process mapping, and operational design.
• Experience leveraging enabling technologies including WFM tools, CRM platforms, automation, and analytics tools.
• Strong analytical and problem-solving abilities, adept with data visualization and KPIs.
• Deep understanding of customer experience principles and service design.
• Exceptional leadership, communication, and stakeholder management skills.

Benefits

• Alternative medicine coverage
• Flexible PTO
• Up to 16 weeks paid parental leave
• Paid holidays
• 401k program
• Cell phone reimbursement
• Transportation perks
• Education reimbursement
• 1 week of paid paw-ternity leave