Director, Rebel Experience - Member Service Enablement

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 300,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 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

As the Director of Member Service Enablement, you will spearhead the strategic vision and execution of our frontline support ecosystem, championing the teams who represent the voice and heart of SCAN. You'll lead the full lifecycle of the member-facing experience-from workforce planning and onboarding to development, performance, and career growth-ensuring our "Rebels" are empowered to deliver best-in-class service.

This role is pivotal in shaping employee engagement and operational excellence across all service channels. You'll architect a Center of Excellence that unites cross-functional teams-from HR and Training to Product and Technology-to build scalable, tech-enabled solutions for frontline success.

As the business SME, you'll translate real-time data-feedback, QA, and staffing insights-into actionable readiness strategies, while developing key infrastructure like playbooks, coaching frameworks, and onboarding programs. With a passion for people and precision, you'll optimize our workforce's ability to show up, skill up, and serve with excellence.

You Will

Frontline Experience Strategy: Design and lead the end-to-end experience strategy for frontline staff across all customer-facing channels.

Collaborate with Product, Sales, Finance and Operational leaders to align workforce plans with budget, service targets, and seasonal needs (e.g., open enrollment, product launches

Workforce Planning: Own staffing models, capacity planning, forecasting, scheduling, and real-time adherence in collaboration with WFM.

Performance & Coaching Enablement: Develop and oversee frameworks for front line coaching and role performance assessments, and QA calibration in partnership with QA and frontline leaders.

Define KPIs and use data and insights to assess the impact of experience initiatives on the effectiveness for employee satisfaction, performance, and retention

Career Pathing & Development: Inform and support the execution of development plans by surfacing growth opportunities based on QA insights, supervisor feedback, and frontline performance trends. Partner with Member Services leaders and HR to ensure development efforts are practical, role-relevant, and aligned to business needs.

Training Execution & Enablement: Serve as the business SME to inform and support the delivery of role-specific training, onboarding, and upskilling programs. Partner with HR L&D to ensure training content, timing, and formats are aligned with frontline responsibilities, service goals, and operational priorities.

Develop a voice of employee program to understand where there are challenges and opportunities to improve our Rebel experience and in-turn improve our Member experience

Onboarding & Skill Readiness: Coordinate closely with HR and TA to operationalize hiring and onboarding processes, ensuring job criteria, training timelines, and day-one readiness are aligned to frontline workflows, performance expectations, and service demands.

Build and execute a Center of Excellence where we apply operations and best practices across all customer facing teams including, Sales, Broker Services, Provider Services, etc.

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 or equivalent experience

8+ years of experience in workforce management, operations, or employee experience leadership within a service or contact center environment.

5 years of leadership experience

Experience with quality and coaching programs and technologies

Experience with knowledge management / content management platforms, governance, and strategy

Experience with training and development programs and technologies

Leadership- Skilled to develop others

Business Insight - In-Depth understanding of the business

Problem Solving- Good problem-solving skills

Strategic Mindset - Creates strategies to sustain competitive advantage

Deep understanding of workforce planning, scheduling, and capacity modeling (tools, processes, metrics).

Proven track record of designing and delivering programs that improve employee engagement, performance, and retention.

Passionate about frontline teams and energized by helping people succeed in fast-paced, high-impact roles.

Analytical and outcome-oriented mindset-comfortable using data to drive decisions and storytelling.

Effective change management skills, ability to influence across levels and functions.

What's in it for you?

• Base salary range: $125,400.00 to $181,419.00 per year
• Internal title - Dir, Workforce Mgmt
• Work Mode - Mostly Onsite (in office in Long Beach, CA every Tuesday & Wednesday)
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• 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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