Job title: Director of Member Experience
Company: Pyx Health Inc
Job description: SummaryThe Director of Member Experience is a seasoned marketing leader that heads the management of member experience at Pyx Health, proactively seeking ways to improve operations and communications that support the member journey and promote member engagement. As a ‘leader of leaders’, this role leads the department and advocates for the member experience across all functions of the business. This role is responsible for ensuring a unified and world-class member experience, driving awareness and adoption of the Pyx Health app and services by members with a special focus on Medicaid and Medicare eligible populations. This role reports to the Head of Strategic Operations and collaborates crossfunctionally with executive leads in Product, Client Management, Program, Contact Center, and Marketing.Duties and Responsibilities:FunctionalOperations & Project management
- Coordinates major corporate and functional led initiatives that relate to member experience. Serves as the subject matter expert for new, product-led system implementations that directly impact member experience.
- Responsible for the successful implementation of client programs from point of verbal agreement to launch; engages ongoing with client management and operations teams to ensure delivery of programs to members as expected within the Pyx Health member experience.
- Owns the member CRM and journey building function in coordination with contact center leadership.
- Responsible for department KPIs, evaluates documented resolutions, and analyzes trends to ensure improvement within the process and delivery of performance.
- Identifies opportunities to improve resource efficiency.
Member communications
- Owns and leads the use of omnichannel member outreach, including content (SMS, direct mail, email, etc.), systems, and processes.
- Leads and executes awareness campaigns and initiatives that fundamentally improve member ‘opt-in’ to Pyx Health programs and support re-engagement.
- Advises and generates content including conversation guides and support materials for member-facing teams in the contact center and program departments.
- Work with the marketing team to develop member materials that elevate the member experience while adhering to client contract requirements, regulatory guidelines, and corporate policies and procedures.
- Designs campaigns and workflows that create a cohesive omnichannel member experience in collaboration with the product and program teams.
Member satisfaction & QA
- Partners with operations teams to ensure alignment of the member experience and process/systems to support it.
- Verifies validity of data and performs analysis that informs member experience strategies and optimization.
- Facilitates cross-functional improvement initiatives to drive consistency, scalability, standardization, and simplification of operation processes.
- Monitor member experience touchpoints for quality assurance; flagging issues and working with leadership to implement corrective action as required.
- Develop member surveys; ensure feedback is collected, analyzed, communicated, and actioned effectively.
Leadership
- Leads and directs the department toward operations, procedures, and policies which assure consistent, long-term accomplishment of overall departmental
- Provides a contact point for technical issues and support within the
- Provides training and guidance to staff in performing assigned
- Collaborates with customers and vendors to resolve technical
- Drive a culture of accountability, continuous improvement, and personal
- Directs workforce management activities and sets performance goals and objectives
- Responsible for the overall performance and productivity of direct
- Responsible for weekly payroll review and submission to ensure correct
- Be a subject matter expert on your client’s
- Manage remote employees as
- Otherdutiesmaybe
Candidate Profile:
- 5+ years’ experience leading a member experience or marketing function within the healthcare sector
- Digitally savvy with a strong understanding of the various tools and methods of member engagement
- Previous experience using CRM and/or marketing automation tools (Salesforce, Hubspot, etc.)
- Hands on, in the trenches leadership style, proactively thinking and ensuring the right operating environment and efficiencies (e.g. systems, processes) are in place
- Proven leadership and people development skills, as well as experience leading a functional and disciplined marketing organization, motivating and influencing others to consistently do their best work and taking the capability of the organization to new levels
- Proven ability to execute programs, successfully track metrics and improve performance
- Sharp analytical skills with ability to review and process data to make strategic business recommendations/decisions for the organization
- Able to collaborate and develop consensus and create strong relationships
- A proactive, forward thinker not afraid to take risks to drive traditional model changes, capitalizing on new technologies and mediums
- High ethical and professional standards
Expected salary: $125000 – 145000 per year
Location: Tucson, AZ
Job date: Sun, 20 Jul 2025 22:48:59 GMT
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