Director, Member Services & Experience
Maven Clinic
Remote
USD 170k-200k / year + Equity
Posted on Aug 20, 2025
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 highly operational, execution-focused leader to join our Member Operations team as a Director of Member Services. This role will oversee a critical portion of our unified Support organization, managing managers and a team of 15–30+ as we continue to scale.
This position is designed for a metrics-driven operator who thrives in fast-paced environments, drives accountability, and builds high-performing teams that consistently deliver excellent member experiences. Reporting to the VP of Member Operations, you’ll be one of three senior leaders shaping and executing the future of Support at Maven. You’ll be responsible for defining and driving the strategy, execution, and outcomes for your team, and partnering closely with Product, Engineering, Clinical Operations, and Data teams to evolve how we support our members at scale.
What you’ll do:
- Lead & Manage at Scale: Oversee a portion of the Support organization, including frontline managers and their teams. Drive strong performance management, coaching leaders to deliver consistently high results.
- Drive Operational Excellence: Implement and refine processes to improve speed, quality, and efficiency of member interactions. Standardize workflows, reduce variation, and drive consistency across the team.
- Execute with Rigor & Speed: Set clear goals, track progress, and rapidly execute improvements—balancing immediate needs with long-term scalability.
- Own Metrics & KPIs: Define and monitor key performance indicators for your team (e.g., response time, CSAT, productivity, QA scores). Use data to identify gaps, drive accountability, and deliver measurable improvements.
- Partner Cross-Functionally: Work closely with Product, Engineering, and Data teams to improve tools, workflows, and systems that enable frontline success.
- Develop Leaders: Mentor and coach your managers to build strong people leadership, team engagement, and a culture of accountability.
- Champion Member Experience: Ensure your team delivers compassionate, efficient, and consistent support for Maven members in moments that matter.
We’re looking for you to bring:
- Experienced Operator: 10+ years in support, service, or operations with a track record of managing managers and scaling mid-sized teams (15–30+).
- Metrics-Obsessed: Strong analytical skills and a proven ability to drive performance through KPIs, dashboards, and operational reporting.
- Frontline Performance Management: Experience driving accountability and coaching managers on consistent execution and results.
- Execution-Focused Leader: Thrives in fast-moving environments, comfortable making quick, data-driven decisions, and pushing for continuous improvement.
- Process-Oriented: Skilled at creating structure, improving workflows, and operationalizing change at scale.
- Tech-Savvy: Comfortable leveraging tools, automation, and data to improve efficiency and performance.
- Mission-Aligned: Commitment to compassionate, human support in complex and sensitive health contexts.
- Nice to Have: Experience in healthcare, benefits, or fertility support.
The base salary range for this role is $170,000 - $200,000 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.
This role requires active work authorization in the US.
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.
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.
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