Operations Manager, Member Services

Job Summary

Owning the health of the Member Services knowledge base, the full-time Operations Manager, Member Services will manage the documentation of the member journey, ensure the accuracy of knowledge content, and collaborate with Product teams to enhance the member experience in a remote setting.

Key Responsibilities

• Oversee the knowledge base as the single source of truth, ensuring content accuracy and governance
• Document and map the end-to-end member journey, validating processes with Business Owners and Product SMEs
• Translate operational insights into product opportunities to improve the member experience

Required Qualifications

• 5+ years of experience in knowledge management, business process management, or journey/process mapping in Digital Health or related fields
• Proven track record of managing a knowledge base end-to-end, including governance practices
• Hands-on experience with process mapping tools such as Visio, Lucidchart, or Miro
• Experience collaborating with Product teams to translate insights into actionable requirements
• Familiarity with knowledge base and CRM/support platforms like Zendesk or Salesforce