Director, Strategy and Operations - Member Services

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 500,000 members in California, Arizona, Nevada, Oregon, Washington and Texas. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn; Facebook; and Twitter.

The Job

The Director, Service Operations & Strategy is responsible for leading the strategy, governance, analytics, transformation, and operational integration function for Member Services. This role provides executive-level decision support, coordinates leadership operating rhythms, oversees strategic initiatives and transformation roadmaps, and partners cross-functionally to translate business priorities into actionable execution plans. The position supports operational visibility, performance insights, workforce coordination, and automation opportunities while ensuring alignment across Member Services and key enterprise partners.

You Will

Lead the strategy, governance, and operational integration function for Member Experience/Member Services in support of organizational priorities.

Own integrated performance reporting, scorecards, dashboards, and trend analysis to identify risks, opportunities, and actionable insights.

Coordinate Monthly Operating Reviews and leadership operating rhythms, including consolidation of updates, decisions, commitments, owners, and follow-up actions.

Translate strategic priorities into execution plans and oversee the project/program portfolio, transformation roadmap, milestones, dependencies, risks, and resource needs.

Partner with Analytics, Technology, Workforce Management, Training, People & Culture, Finance, Outreach/BPO, and other stakeholders to align work across the Member Services ecosystem.

Maintain consolidated visibility into hiring needs, open requisitions, recruiting progress, and workforce-related updates for Member Services leadership.

Identify, track, and escalate operational roadblocks, cross-functional dependencies, and action plans to support timely resolution.

Provide executive reporting and decision support, including integrated updates on performance, hiring, transformation initiatives, risks, priorities, and key decisions.

Serve as the Member Services subject matter expert for Voice AI and related automation opportunities, partnering with cross-functional teams to identify and advance process

improvements.

Analyze productivity, utilization, cost, operational performance, and emerging business trends to support fact-based decision-making and continuous improvement.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN’s Vision and Goals.

Other duties as assigned.

Your Qualifications

Bachelor's Degree in Business Administration, Healthcare Administration, Operations, Analytics, or a related field, or equivalent combination of education:

5-7 years of related experience

5 leadership experience including direct people leadership, matrix leadership, or management of crossfunctional initiatives

Progressively responsible experience in operations, business operations, strategy, analytics, program management, or related functions.

Experience developing executive-level reporting, operational dashboards, scorecards, business reviews, and decision-support materials.

Experience leading strategic initiatives, transformation workstreams, governance routines, or portfolio management activities.

Experience working cross-functionally with operational, analytics, technology, workforce management, finance, human resources, training, and external partner teams.

Experience in healthcare, managed care, Medicare Advantage, member services, contact center operations, or regulated service environments.

Experience with Artificial Intelligence, automation, Voice AI, process improvement, or technology-enabled service transformation.

Experience supporting executive leadership in a strategic operations, chief-of-staff, PMO, or business operations capacity.

What's in it for you?

• Base Pay Range: $160,000-$210,000, Salary + Incentive Plan

• Work Mode: Mostly Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team!  Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)