Senior Director, Member Services & Experience

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. 

An award-winning culture working towards an important mission –  Maven Clinic is a recipient of over 30 workplace and innovation awards, including: 

• 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 looking for a strategic and tactical operator to join our leadership team as Senior Director, Member Services & Experience – a role at the intersection of people leadership, operational excellence, and technology-driven transformation. 

In this position, you'll lead and scale a 50+ person org across two critical teams: Member Support and Member Benefits. These teams are the front line of our brand, delivering compassionate, high-touch service while navigating deeply complex, high-stakes member needs.

You’ll be responsible for defining and driving the strategy, execution, and outcomes of these functions, reporting to the VP of Member Operations, and partnering closely with Product, Engineering, Clinical Operations, and Data teams to evolve how we support our members at scale. We’re looking for someone who thrives in fast-moving environments, brings a strong point of view around systems design, and is deeply motivated by improving both the member experience and team performance.

This is a rare opportunity to lead a critical function at a mission-driven, high-growth healthtech company - and help shape the future of care delivery, one member interaction at a time.

 

As a Senior Director, Member Services & Experience at Maven, you will: 

• Drive the vision and strategy for Member Support and Benefits Operations—setting goals, defining structure, and scaling the team through rapid growth
• Lead and inspire a 50+ person org, including managers, team leads, and frontline team members—building a culture rooted in empathy, accountability, and high performance
• Drive operational excellence through process improvement, standardization, and automation—ensuring consistency, quality, and efficiency in every member interaction
• Partner cross-functionally with Product, Engineering, Clinical, and Data teams to streamline systems, drive innovation, and build scalable infrastructure for service delivery
• Champion AI and automation, leveraging tools and technologies to reduce manual work, increase accuracy, and create a more seamless support experience
• Define and monitor KPIs, using data to continuously improve member outcomes, team productivity, and satisfaction
• Develop leadership talent, coaching managers and directors to be exceptional people leaders and strategic operators
• Serve as voice of the member, ensuring operational priorities align with what matters most to our community

We’re looking for you to bring:

• Experienced leader: 15+ years in support, service, or operations, with a track record of managing orgs of 50+ and leading other people leaders (directors, managers)
• Builder’s mindset: You’ve built or scaled large teams and systems from the ground up in fast-paced, high-growth environments
• Analytical & process-oriented: You bring strong operational rigor, systems thinking, and the ability to translate strategy into scalable execution
• Tech-forward operator: Comfortable with tools, automation, AI/LLMs, and data—you know how to operationalize innovation and bring it to life
• Member-obsessed: Deep commitment to delivering compassionate, human support—especially in complex or sensitive health-related domains
• Cross-functional driver: You know how to influence without authority and thrive in matrixed orgs where outcomes require close collaboration
• Culture shaper: You care deeply about team engagement, and building inclusive, psychologically safe environments
• Industry experience: Background in healthcare, digital health, insurance, or health tech preferred—but not required if you bring deep functional experience and curiosity

 

For candidates in NYC, CO, or CA, the base salary range for this role is $200,000 - $240,000 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 hybrid work model. This role is open to candidates based in the New York Metropolitan area, or remote from within the US. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.

This role requires active work authorization in the US.

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.

Benefits That Work For You

Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits:

• 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

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits. 

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.