VP, Member Orchestration Architecture & Design

Role overview Set the strategy and lead enterprise transformation of the member experience for a large service organization. The role spans journey design, digital and AI initiatives, service operations, and governance, with the goal of reducing friction and improving satisfaction, quality outcomes, efficiency, and long-term growth. You will guide work across operational, clinical, technology, product, and marketing teams.

Responsibilities - Define the future member experience and a transformation roadmap covering digital services, automation, personalization, self-service, and omnichannel engagement. - Map current and desired member journeys, identify friction and service failures, and prioritize improvements using journey measures and customer feedback. - Design service blueprints and simplify workflows by aligning people, processes, policies, technology, and AI. - Evaluate, pilot, implement, and scale AI, automation, contact center, navigation, outreach, and self-service solutions; measure adoption and results. - Establish responsible AI practices with technology, compliance, privacy, and data governance partners. - Build investment cases and ROI analyses, lead cross-functional delivery, and track value realization. - Create a closed-loop member feedback approach using sources such as satisfaction surveys, complaints, grievances, and contact center interactions.

Requirements - 15+ years of leadership in customer experience, operations transformation, digital strategy, consulting, enterprise transformation, or a related field. - Significant operations leadership, including direct work designing and implementing AI or automation solutions. - Ability to combine hands-on workflow or tool development with strategic planning, vendor management, and governance. - Experience in a regulated industry and understanding of privacy and compliance needs for AI deployment. - Senior-level cross-functional leadership and influence, including experience supporting customer or member populations of 500,000 or more. - Experience leading digital, AI, or contact center transformations and presenting strategy and investment recommendations to executives or boards. - Bachelor’s degree or equivalent education as specified in the source.

Nice to have Experience in healthcare, health plan operations, Medicare Advantage, or another highly regulated service industry.

Benefits and work setup Primarily remote, with regular travel to locations in California and Nevada. The listed pay range is $262,145–$393,217; the applicable amount may depend on location, experience, education, and responsibilities.