Manager, Member Services

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Key Responsibilities

productivity, response time, NPS, and CSAT. Report on MBS team metrics, KPIs, OKRs, to the director of MBS as well as cross functionally.

Requirements Summary

AZ, CA, CO, CT, DC, DE, FL, GA, HI, IL, IN, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NM, NV, NY, OH, OR, PA, RI, SC, TN, UT, VA, VT, WA, WI.

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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.

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 seeking a Manager, Member Benefit Services with deep, hands-on experience in fertility benefits to lead a team of 10+ Member Services Representatives. This role is ideal for someone who has worked directly with fertility patients and has a thorough understanding of the complexities of insurance coverage, billing, and reimbursement in the fertility space.

This role goes beyond people management — we’re seeking a true fertility benefits expert who can take ownership of complex financial and insurance escalations. You will serve as a key subject matter expert on fertility-related billing issues, out-of-network claims, insurance coordination, and member financial tracking, driving timely and equitable solutions for our members, employers, and payer partners.

You’ll play a pivotal role in shaping team culture and building scalable processes that ensure we continue delivering high-quality, empathetic care to members on their family-building journeys. We're looking for someone who is ready to roll up their sleeves, solve problems alongside their team, and inspire high performance through compassionate leadership.

The Member Services team supports members seven days a week; therefore, occasional weekend coverage is expected. This position is Monday through Friday, 9:00 AM–5:00 PM EST, with occasional weekend coverage as needed

What We Offer

~2 min read

✓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.

5–7 years of experience in Customer Service Operations, including team leadership roles
3+ years of experience managing teams of 10+ in a service/support environment
2+ years of direct experience resolving complex fertility financial and benefits billing issues, including coordination with payers and employer-sponsored benefit plans.
1–3 years of experience in managed healthcare, insurance, or employer benefits.
Strong track record of mentoring and coaching team member
Flexibility and experience managing in fast-paced, high-growth environments.
Experience managing inbound and outbound call support, email or app-based written support.
Track record of driving improvement with impactful and measurable results.
Demonstrated ability to analyze performance metrics to identify trends, root causes, and improvement opportunities; uses data-driven insights to proactively solve problems and drive operational excellence.
A strong sense of empathy applied to direct reports, members, and cross functional business partners.
Savvy business judgment and the ability to support data-driven, results-oriented decision-making.
Experience in motivating a team to achieve KPIs, drive efficiency, and managing change.
The ability to create order from chaos and a willingness to roll up your sleeves to solve challenging problems directly.

Experience working in a fast-paced startup environment.
Experience in Zendesk is a plus.
Prior experience managing payments.
Bachelor’s degree or equivalent experience.
Verbal and written fluency in Spanish.
Experience managing remote based employees and teams.

The base salary range for this role is $106,000 - $115,000 per year. You will also be entitled to receive stock options 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 and inclusive work environment. This role is open to candidates in: AZ, CA, CO, CT, DC, DE, FL, GA, HI, IL, IN, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NM, NV, NY, OH, OR, PA, RI, SC, TN, UT, VA, VT, WA, WI. Maven is committed to supporting remote team members with the tools and collaborative culture needed to thrive regardless of location. This policy reflects our belief that great work can happen anywhere and that flexibility enables our team to do their best work.

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.

What We Offer

~1 min read

✓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

What We Offer

~1 min read

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 (e.g jsmith@mavenclinic.com). 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 at: security@mavenclinic.com. For general and additional inquiries, please contact us at careers@mavenclinic.com.