Maven Clinic

Title: Clinical Design & Evaluation Manager Location: United States Remote Job Description: 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. An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including: - Fortune Change the World (2024) - CNBC Disruptor 50 List (2022, 2023, 2024) - Fortune Best Workplaces for Millennials (2024) - Fortune Best Workplaces in Health Care (2024) - TIME 100 Most Influential Companies (2023) - Fast Company Most Innovative Companies (2020, 2023) - Built In Best Places to Work (2023) - Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024) - Great Place to Work certified (2020, 2021, 2022, 2023, 2024) - Fast Company Best Workplaces for Innovators (2022) - Built In LGBTQIA+ Advocacy Award (2022) Maven is looking for an enthusiastic and collaborative Clinical Design & Evaluation Manager to help us analyze how Maven’s world-class support for women and families impacts clinical outcomes (e.g., preterm birth, mental health, conception) and to collaborate cross-functionally with Maven’s Product team to develop care models & interventions. The Clinical Design & Evaluation Manager will collaborate closely with all members of the Clinical team, as well as the Data team, Product team, and Care delivery/provider teams. The role will be focused on mining both self-reported, HIE, and platform data to answer questions about Maven’s clinical impact and on crafting materials to communicate these with the scientific community and clients (e.g., white papers, scientific publications, powerpoint slides). In this role, you will also work closely with the Product team to support evidence informed product design and evaluation. This includes reviewing clinical guidelines and literature to size and prioritize highest impact interventions as well as translating evidence into care workflows within the Maven product. You will communicate clinical outcomes to the scientific community and Maven’s Growth team, and inform clinical product strategy and design in order to continuously drive better clinical outcomes in our product. As a member of our AI-forward team, you will leverage AI to increase efficiency and quality of Maven’s research, as appropriate. As a Clinical Design & Evaluation Manager at Maven, you will: - Help design retrospective and prospective projects to evaluate Maven’s impact on health outcomes - Collaborate with the Clinical and Product teams on analyses and literature reviews to inform clinical strategy, care workflows and product design - Quantitatively analyze data for projects assessing Maven’s influence on health outcomes using statistical analysis software (R preferred) - Communicate research results and design strategy to a diverse audience including the scientific community, clients, and internal cross-functional teams - Collaborate with the Marketing team on analyses to support market campaigns - Work closely with Maven’s Directors, Clinical Research on research analyses and publications We’re looking for you to bring: - Minimum of a master’s degree and 3 years work experience or a PhD in healthcare, public health, or a related field and industry exposure - Experience developing clinical protocols, care pathways, and decision logic that translate evidence into scalable program structures - Coding experience, in SQL and R (or with the desire and ability to learn R quickly if in another language), and a passion for dissecting and reconstructing complex issues with a data-driven approach - Statistical experience with adjusted regressions and structural equation modeling - A profile that balances technical abilities to answer questions through data manipulation and strong written and verbal communication skills, including “translation” with team members of varying technical abilities and clinical subject matter expertise - A sense of flexibility and prioritization in juggling both long-term, strategic projects and ad hoc, urgent requests as needed in a fast-paced startup environment - Ability to learn fast. No specific content expertise is required but you will be expected to quickly learn about a range of health topics and conditions. - Passion to drive better maternal and family health outcomes, and help grow new and innovative care models in women’s and family health Helpful experiences and skills (if you don’t have them, you can learn them with us!): - Experience with data visualization software (Looker a plus) - Experience working with Product teams and/or a start-up environment - Experience using AI tools in a professional or research context — such as enterprise coding assistants, AI-powered workflows, or agentic tools — to meaningfully accelerate analysis, writing, or synthesis tasks The base salary range for this role is $119,000 - $161,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. This role requires active work authorization in the US. Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C., we encourage in-person collaboration by requiring team members to attend quarterly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction. At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams. Benefits That Work For You Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits: - Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics. - Whole-self care through wellness partnerships - Hybrid work, in office meals, and work together days - 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+) - Annual professional development stipend and access to a personal career coach through Maven for Mavens - 401K matching for US-based employees, with immediate vesting These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits. Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address. Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us

• Own consumer acquisition and growth for Maven's direct-to-consumer business, starting with the GLP-1 funnel: landing experience, onboarding, conversion, and the paths that turn a first visit into an active member • Build and run a high-velocity experimentation engine. Form hypotheses, ship tests, read results honestly, and compound learnings into a funnel that performs better every week • Define the metrics that matter for consumer growth, instrument them, and use them to drive decisions, from top-of-funnel conversion to activation and early retention signals • Grow your mandate from acquisition into retention and engagement over time, shaping how a member's first month becomes a lasting relationship with Maven • Partner daily with engineering, design, analytics, clinical, and marketing to ship quickly without compromising the care quality and trust Maven is known for • Bring a strong point of view on how AI changes both what we build for members and how fast we build it, and put it to work in your own workflow.

• Architect and own the full consumer lifecycle roadmap, from pre-purchase nurture and conversion flows through post-purchase engagement, win-back, and healthcare-specific journeys like Rx notifications, refill reminders, and clinical milestone communications • Lead lifecycle go-to-market for new program launches, owning the full comms plan from pre-launch nurture through post-launch engagement and ongoing retention • Build and operate automated flows yourself in Braze across email, SMS, push, and in-app channels, including complex segmentation, Liquid logic personalization, and journey QA • Act as system steward for lifecycle infrastructure: maintain journey hygiene, integration health, and a clean, scalable Braze architecture as the consumer product grows • Partner proactively with engineering on event schema, data triggers, and Braze integrations; read data specs, write requirements for backend events, and debug why a trigger isn't firing • Design and use AI-assisted tools to draft email copy and rapidly prototype email designs, then route through Maven's content and design teams for review • Maintain and evolve the modular email design system so production stays fast • Own the experimentation program for lifecycle: design A/B tests across subject lines, copy, timing, and flow logic; read results rigorously; report on what's actually moving conversion, retention, and LTV • Monitor funnel performance proactively and bring insights back to the roadmap: when lifecycle surfaces drop-off patterns, onboarding friction, or engagement gaps, synthesize those into clear recommendations and advocate for product changes alongside the PM team • Close the feedback loop between member behavior and content strategy, tracking reply patterns, unsubscribe signals, and engagement data to surface qualitative insight that informs how product, clinical, and content teams talk to members • Ensure all lifecycle communications meet HIPAA and healthcare compliance requirements, with a native understanding of how to message sensitively in a regulated health context • Work cross-functionally with product, engineering, clinical, and content teams to keep lifecycle integrated with the full member experience

• Own the creative strategy for paid acquisition, developing and maintaining a weekly and monthly brief cadence across Meta, TikTok, and other paid channels; treat brief quality as the highest-leverage part of the job • Translate performance data into creative direction, analyzing what's working across hook rate, hold rate, CTR, and CVR, and turning those learnings into actionable briefs • OwnSee creative from brief through execution, working directly with designers, editors, and AI platforms to bring concepts to life • Write platform-native UGC scripts and collaborate with creators, talent, and editors to ensure authenticity, narrative clarity, and optimized calls to action • Use AI creative tools (video generation, copy iteration, image tools) to generate and test ad variants at speed, increasing creative velocity and expand test coverage testing surface • Develop a systematic approach to creative testing: hypotheses, angles, hooks, and structured experiments focused on acquisition efficiency and conversion • Maintain consistent creative volume to support scaling paid budgets, owning the operational layer (asset library, naming conventions, agency handoffs) that determines how fast the creative layer can move • Build and maintain a competitive creative intelligence practice, staying current on what's working in the market, particularly in health and wellness • Own UGC and influencer creative strategy, including frameworks for sourcing, briefing, scripting, and testing creator content as a performance channel • Ensure all creative output meets healthcare advertising guidelines and platform policies

• Provide virtual care and support to adult members via 40-minute video consults and asynchronous messaging around: • Pregnancy, postpartum, peri-menopause, menopause • Adoption, surrogacy, fertility, egg freezing, loss, return-to-work • Anxiety, depression, personality disorder, bipolar disorder, etc. • Balancing work-life and parent life • Parent and family coaching • Use brief solution-focused therapy to address immediate issues so client can leaves with tools and skills • Collaborate with Maven’s Care Advocate team to ensure member needs are met, including recommendations for in-person referrals, follow-ups, etc. • Serve as an ambassador of Maven’s unique care model, providing culturally humble care and championing our belief that better outcomes for women and families mean a better world for everyone.

• Own interview scheduling end to end, across multiple roles and time zones simultaneously (75+ per week) • Coordinate candidate travel and logistics where needed • Keep candidate records accurate and up to date in Greenhouse and ModernLoop • Serve as a warm, responsive point of contact for candidates throughout their experience • Partner closely with recruiters, sourcers, hiring managers, and interviewers to keep the process moving • Spot inefficiencies and propose process improvements — we want your ideas • Contribute to team projects that raise the bar on coordination quality and candidate experience

• Provide virtual care and support to adult members via 20-minute video consults and asynchronous messaging around: • Breastfeeding basics • Establishing a good latch and making positional corrections for best success • Understanding a normal experience • Pumping • Avoiding formula, combo feeding, and/or formula feeding • Resources and actionable steps • Capture encounter summary documentation in our practice management system, MPractice • Collaborate with Maven’s Care Delivery team to ensure member needs are met, including recommendations for in-person referrals and follow-ups • Serve as an ambassador of Maven’s unique care model, providing culturally humble care and championing our belief that better outcomes for women and families mean a better world for everyone

Title: Senior Associate, Workforce Planning Location: New York, NY; Boston, DC, Chicago, Seattle, and San Francisco Remote, US (Hub cities) Work Type:Remote, Hybrid Job Description: 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. About the team We're looking for a Senior Analyst, Workforce Management to own demand and supply forecasting across Maven's multiple member-facing services and workflows, monitor operational metrics, and optimize Maven's workforce to ensure service level objectives are met while balancing cost. This role sits at the intersection of data, operations, and strategy, translating complex demand signals into workforce decisions that allow Maven's frontline teams to meet our members when they need us most. As the WFM subject matter expert at Maven, you'll take what we do today and make it materially better — building the models, planning cadence, and analytics infrastructure behind our workforce strategy. You'll partner closely with Finance, Operations, and Product to design processes that are data-driven and built to evolve with the business. How equity and inclusion shows up for this team: It's important that we have a culturally diverse team, as that is reflective of our diverse membership, which is something we strive to achieve. What you'll own - Develop and improve complex demand forecasting models across our multiple workflows / channels, translating demand trends into forward-looking workforce strategy. - Own supply forecasting and capacity planning across the multiple channels / workflows — translating demand into staffing requirements by skill, shift, and channel, factoring in shrinkage, attrition, and ramp. - Drive the ongoing planning cadence that hits service level targets while protecting unit economics — quantifying and communicating the cost/SL tradeoff to leadership. - Drive forecast accuracy autonomously — modeling, back-testing, and iterating. You define the accuracy bar and raise it quarter over quarter. - Build and maintain workforce reporting infrastructure and dashboards that give operational leaders real-time visibility — and use them to drive RCA when SL or cost variances occur. - Identify gaps in current analytics and operational workflows, then drive solutions — not just recommendations. - Create automated systems for tracking and reporting key performance metrics, leveraging AI tooling to reduce manual lift and increase signal quality. - Develop Standard Operating Procedures to ensure processes are repeatable and scalable. - Serve as the WFM partner to Finance, Operations leads, Product, and Analytics — gathering inputs, sharpening forecasts, and ensuring workforce decisions are grounded in data and aligned to organizational goals. Minimum qualifications - 5+ years of WFM experience in a scaled B2C CX organization (contact center, member services, or comparable). You've owned forecasting and capacity planning across multiple channels and queues — not just executed someone else's plan. - Experience owning demand forecasting models for scaling businesses and designing/maintaining WFM schedules across multiple roles/channels, including shrinkage modeling, shift bidding, PTO processes, and capacity planning inputs. - Track record managing intraday operations — monitoring real-time queues, adjusting staffing plans, communicating deviations, and executing mitigation tactics to protect SLAs. - Demonstrated ability to drive RCA on SL misses and cost overruns — decomposing variances into drivers and turning findings into model and operational improvements. - Ability to translate operational insights into system configuration recommendations, including routing logic, skill assignments, and WFM tool optimization to improve accuracy and workflow efficiency. - Strong analytical skills and data storytelling — you can present a clear narrative with data to operations, finance, and executive audiences. - Experience analyzing large data sets to draw insights and inform operational decisions; advanced Excel/Sheets modeling. - Self-directed: can scope the work, build the model, and drive adoption without being managed to it. - Comfortable navigating ambiguity, unknowns, and moving fast. - Operational mindset with ability to build efficient, repeatable processes. - Exceptionally strong attention to detail. - Clear verbal and written communication. Preferred qualifications - Experience forecasting across multiple workflows/channels, queues, or skill groups concurrently. - Experience with WFM platforms (NICE, Verint, Assembled, Playvox, Zendesk, or similar). - Looker or similar BI software. - Scaled CX operations and B2C industry experience. - Exposure to AI/ML approaches for forecasting optimization or anomaly detection. The base salary range for this role is $98,000 -$115,000 per year. You will also be entitled to equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, Seattle, WA. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in Boston, DC, Chicago, Seattle, and San Francisco, we encourage in-person collaboration by requiring team members to attend monthly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction. At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams. Benefits That Work For You Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits: - Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics. - Whole-self care through wellness partnerships - Hybrid work, in office meals, and work together days - 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+) - Annual professional development stipend and access to a personal career coach through Maven for Mavens - 401K matching for US-based employees, with immediate vesting These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.

Title: Senior Product Designer Location: Remote, US Job Description: 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. An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including: - Fortune Change the World (2024) - CNBC Disruptor 50 List (2022, 2023, 2024) - Fortune Best Workplaces for Millennials (2024) - Fortune Best Workplaces in Health Care (2024) - TIME 100 Most Influential Companies (2023) - Fast Company Most Innovative Companies (2020, 2023) - Built In Best Places to Work (2023) - Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024) - Great Place to Work certified (2020, 2021, 2022, 2023, 2024) - Fast Company Best Workplaces for Innovators (2022) - Built In LGBTQIA+ Advocacy Award (2022) We're looking for a Senior Product Designer to take joint ownership of our member-facing experience and help shape the future of AI-native design at Maven. This isn't a role about executing a defined roadmap. It's about identifying the right problems, making strategic calls under ambiguity, and setting a standard that raises the bar for the team around you. You'll bring deep AI fluency and use it to move faster, explore more broadly, and build more intelligently, while also mentoring others on how to work that way. Day to day, you will: - Own end-to-end member experiences across complex, cross-functional initiatives, from early concept through delivery, making strategic decisions about scope, sequencing, and tradeoffs. - Define how AI should behave in high-stakes women’s and family health contexts: how it communicates uncertainty, when it defers to human care, and how it builds trust with members navigating emotionally charged decisions. - Build functional, high-fidelity prototypes using AI-assisted coding tools (Cursor, Claude Code, or similar), and push others to move beyond static mockups. - Develop scalable AI-powered patterns, confidence indicators, human-AI handoffs, progressive disclosure, that become the standard across Maven's design system. - Partner with Engineering, Product, Clinical, and Data at a strategic level: shaping model outputs into intuitive interfaces, influencing how problems are framed, and driving alignment across teams. - Mentor designers and non-design partners, fostering independence and raising the collective bar for solving complex problems. - Identify and resolve cross-functional tensions, bridging gaps between design, clinical, and product perspectives. What you'll bring - AI fluency: You use AI tools daily (Claude, Figma AI, Cursor, or similar) with strong prompting and synthesis skills. You're also helping others develop that muscle. - Vibe coding: You can turn ideas into working prototypes using AI-assisted coding tools, and you're comfortable pushing the boundaries of what that looks like in a healthcare context. - Technical depth: You've shipped code to production and can have an informed conversation about backend architecture, model behavior, and system constraints. - Strategic craft: A portfolio that shows not just design quality but also evidence of strategic ownership: defining success metrics, navigating ambiguity, and influencing direction. - Cross-functional leadership: You've driven complex projects across multiple teams and know how to create momentum without direct authority. - Mobile and web: Experience designing for mobile applications and responsive web. Systems thinking: Ability to think beyond a flow and communicate a holistic system that can scale for any program - Appetite for complexity: Energized by ambiguity and solving complex problems, and comfortable making calls when the path isn't clear. Mindset - Deeply empathetic toward members navigating family building journeys like fertility and pregnancy, spaces that can be emotionally intense, medically complex, and often uncertain. - AI-native: you think in terms of what AI makes newly possible, and you bring others along in that thinking. - Invested in the people around you. You want the team to be better because you're on it, and to make the team better by mentoring. Nice to have - Experience in healthcare, health tech, or regulated domains. - Background working with ML and AI teams on model-driven products. - Experience contributing to or building a consumer-grade design system, including Figma variables and advanced component architecture. The base salary range for this role is $180,000 - $200,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams. Benefits That Work For You Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits: - Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics. - Whole-self care through wellness partnerships - Hybrid work, in office meals, and work together days - 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+) - Annual professional development stipend and access to a personal career coach through Maven for Mavens - 401K matching for US-based employees, with immediate vesting These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits. Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

• Be the ultimate people manager. Conduct regular one-on-ones, performance reviews, and development planning to promote employee growth and high-impact performance across a team of Member Services Associates and Senior Associates. • Act as the primary escalation point for member issues and complex fertility-related financial and billing issues, driving problems to resolution while managing communication with key stakeholders. • Learn the ins and outs of Maven’s business and the day-to-day Member Benefit Services team responsibilities, diving in to directly master our various communication channels and reimbursement processes. • Lead by example to ensure a culture focused on empathetic care, ensuring that the needs of our members are met in an exceptional manner. • Directly answer member inquiries on inbound/outbound calls and Zendesk messages in times of high volume or during staffing gaps. • Use your continuous improvement mindset to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs. • Ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, and CSAT. • Report on MBS team metrics, KPIs, OKRs, to the director of MBS as well as cross functionally. • Facilitate the team’s alignment with broader organizational objectives and effectively lead through change. • Review, maintain, and create MBS team SOPs, workflows, and communications to the team to ensure understanding and alignment on MBS team processes. • Collaborate cross-functionally with our Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment, Engineering, and Client Success teams. • Coordinate new hire training and take an active role in the success of new employees during onboarding and training. • Perform other duties as assigned.