Member Services Operations Lead

Responsibilities

• Lead contact center operations and strategic planning to drive engagement and lifetime value
• Build and scale a high-performing 200+ Care Advocate operation
• Ensure processes, workflows, and SLAs meet standards for efficiency and compliance
• Develop operational playbooks and frontline enablement tools
• Build a data-driven operating system using dashboards and performance routines
• Implement automation opportunities to streamline workflows
• Manage and mentor front-line managers and teams

Requirements

• 8+ years in customer or member experience operations
• Experience leading large-scale service centers and outbound engagement programs
• Understanding of healthcare operations (cancer, infusion, and surgical services)
• Bachelor's degree
• Experience with enterprise contact center platforms (NICE, inContact, IEX, Five9)
• Hands-on experience with AI-enabled tools and agentic automation platforms
• Must be located in Dallas, TX and in office at least 3 days a week

Preferred Qualifications

• Salesforce experience
• Experience with multi-channel service platforms

Benefits

• Medical, Dental, and Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401(k) with company match
• Paid Time Off
• Paid Parental Leave

About the Company

Lantern is a specialty care platform connecting people with the best care when they need it most, curating a Network of Excellence for surgery, cancer care, and infusions.