Director, Member Success
Job Title: Director, Member Success
Location: Remote, SF preferred
Compensation: $150,000-$175,000
Role Summary:
Tia is on a mission to transform healthcare for women by increasing access to and improving the experience of key preventive healthcare services. Known as the best and only way to both transform outcomes and reduce cost, Tia’s preventive care model focuses on integrating key services across primary care, mental health, gynecology, dermatology and other wellness services. Tia is trailblazing a new paradigm for women’s healthcare that treats women as whole people vs. parts or life stages. Blending in-person and virtual care services, Tia’s “Whole Woman, Whole Life” care model is a unique and “life-long” model for women’s care. By making women’s health higher quality and lower cost, Tia makes women healthier, providers happier, and the business of care delivery stronger — setting a new standard of care for women everywhere.
The Director, Member Success will be responsible for defining and executing the strategy for Tia’s Virtual Support function, ensuring high-quality service delivery, optimizing operational performance, and driving alignment with company-wide goals. This role is integral to scaling Tia’s operational excellence, enabling a seamless and supportive experience for members.
This leader will oversee the end-to-end performance of the Virtual Support teams, balancing day-to-day operations with long-term strategic planning. The Director will analyze performance data to drive continuous improvement, develop and enforce consistent policies and procedures, and collaborate cross-functionally with senior leadership and other departments to support Tia’s mission and business objectives.
Key Responsibilities:
Strategic Leadership & Vision:
- Develop and articulate a clear, compelling long-term strategy for Virtual Support that aligns with Tia’s mission and goals.
- Define and enforce policies and procedures to ensure consistency in service delivery and operational efficiency.
- Translate overarching business goals into clear, actionable plans for the team, ensuring strategic alignment across all levels of the organization
- Regularly leverage data insights and industry best practices to anticipate future needs, set ambitious yet achievable objectives, and position the team as a critical driver of Tia’s success.
- Foster a culture of continuous improvement, using data and feedback to refine operational models and enhance service delivery.
Operational Oversight & Team Management:
- Manage and mentor a growing team ensuring a high-performing and accountable team culture.
- Cultivate a performance-driven culture that emphasizes accountability, adaptability, and proactive problem-solving
- Allocate resources effectively to meet service demands, balancing staffing and scheduling needs.
- Identify opportunities to scale cost-effectively by optimizing workflows, leveraging technology, and improving team productivity.
- Collaborate with leadership to evaluate and implement cost-saving initiatives without compromising quality or member satisfaction.
Performance & Continuous Improvement:
- Regularly monitor and analyze performance metrics to identify trends, pinpoint opportunities for improvement, and make informed decisions.
- Set clear, measurable goals for the team, tracking progress and continuously iterating to improve productivity and outcomes.
- Anticipate and resolve operational bottlenecks quickly, keeping the team focused on delivering exceptional support without disruption.
- Drive organizational change to improve operational processes and team efficiency while maintaining a focus on high-quality member care.
- Present strategic plans, key performance metrics, and updates to senior leadership, ensuring visibility and alignment.
Collaboration & Cross-Functional Partnerships:
- Partner with senior leadership, Product, Clinical Operations, and Member Experience teams to align on priorities and drive operational and technical improvements.
- Act as a key liaison across departments to integrate Virtual Support into broader business initiatives.
- Collaborate with leadership to evaluate and implement tools, systems, and workflows to support scale and efficiency.
Metrics:
- Market NPS
- Team retention (including leadership team)
- Queue metrics (TAT, % in 24 hours, Phone answer rate)
- QA score
Key Qualifications
- Strategic Expertise: Proven ability to develop and execute strategies that drive operational excellence and align with long-term organizational goals.
- Leadership Skills: Experience leading teams, inspiring performance, and managing through change with a focus on team development and accountability.
- Operational Acumen: Demonstrated ability to design, optimize, and scale workflows, processes, and systems to improve efficiency and outcomes.
- Analytical Mindset: Strong data-driven decision-making skills with the ability to interpret performance metrics and act on insights.
- Collaboration Skills: Adept at working cross-functionally and building strong relationships across teams to achieve shared objectives.
- Innovative: Excellent at thinking through problems and how we might solve them now vs. in the future with technology
- Communication: Excellent verbal and written communication skills, with the ability to present complex ideas clearly to diverse stakeholders.
Adaptability: Thrives in a fast-paced, dynamic environment, maintaining focus on the mission and delivering results under pressure.
About Us:
Founded in 2017 by Carolyn Witte and Felicity Yost, Tia is the modern medical home for women. We are trailblazing a new paradigm for women’s healthcare that treats women as whole people vs. parts or life stages. Blending in-person and virtual care services, Tia’s “Whole Woman, Whole Life” care model fuses gynecology, primary care, mental health and evidence-based wellness services to treat women comprehensively. By making women’s health higher quality and lower cost, Tia makes women healthier, providers happier, and the business of care delivery stronger — setting a new standard of care for women everywhere.
Tia has raised more than $132 Million in venture capital funding to date, including a recent $100 Million Series B investment, one of the largest early-stage rounds ever for a healthcare company focused on women. Tia has ambitious plans to scale its “whole-woman, whole-life” model to more than 100,000 women by 2023. We’ll do this by growing virtual and in-person operations in existing and new markets while expanding its service lines to care for women throughout their entire lives -- from puberty to menopause. Since launching in 2017, Tia has grown to serve thousands of women aged 18-80 with blended in-person and virtual care in New York City, Los Angeles, Phoenix and soon San Francisco.
We’re building a world class team to reimagine women’s healthcare. We’re an interdisciplinary team of clinicians, researchers, designers, technologists and operators who have seen firsthand how broken the healthcare system is for women. We’re united by a powerful mission to enable every woman to achieve optimal health, as defined by herself, as well as a shared set of values and principles that define our business, products, and culture.
Tia is building a culture of excellence — in people, process and product. This is our northstar value;
What is excellence, exactly?
Excellence about constantly elevating yourself, it is the process of constantly striving to perform to the best of your abilities, and identifying your top potential through constant learning, experimentation and evolution. Excellence is not about achieving perfection, as that insinuates a pinnacle. Instead, in our terms, excellence is about the pursuit of constant improvement. We’re looking for people who want to go on that hard journey of constantly setting new personal records, and organizational records.
We practice excellence at Tia by demonstrating the following types of behaviors: We chose (and actively choose) excellence as Tia’s highest order value because it crystalizes into one word several behaviors that we hold dear, specifically:
- A drive to constantly improve through experimentation, reflection. and an insatiable growth mindset — said another way, we’re energized by the possibility of invention, innovation, and iteration
- Being present in and grateful for the journey — not just the goal line. Perfection is static. Excellence is a process (more on this important distinction below)
- Asking why, then why again — because accepting “this is just the way it is” is not good enough
- Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others
- A commitment to uncovering talents to unlock “rock star” potential across every individual
Furthermore, excellence reflects the “bigness” and the “boldness” of Tia’s mission and vision — a world in which every woman can achieve optimal health, as defined by herself.
Said another way, Tia’s mission is NOT to make healthcare incrementally better for women. Instead, we’ve intentionally set out to create a fundamentally new paradigm for modern women’s healthcare that’s truly excellent. We believe that creating a company that operates in a culture of excellence will manifest in our product. Reaching this goal is not an overnight pursuit or a “one and done.” We have not and will not “get it right” with the first swing. Rather, this higher order goal is a moving target — one we have not and will not ever fully “achieve.” By design, we will never be “done” with this work, but instead, we will be continuously in pursuit of our mission. It is this continuous pursuit — the journey, not the finish line — that truly embodies excellence.
This position may require attendance at company and team off-sites and is subject the Company’s vaccine requirement, as permitted by law and subject to reasonable accommodation.
Tia is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and patients. We strongly encourage people of color and members of the LGBTQ+ community to apply.
If you are committed to collaborative problem solving, creating high-quality and user-centric products, and want to make waves in women's healthcare, join us!
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