Vice President, Member Engagement

About the role

LucyRx is seeking a Vice President of Member Engagement to lead the strategy and execution of member‑facing operations. In this senior leadership position you will oversee the call centre, mobile app, member portal and omnichannel communications, ensuring a seamless, high‑quality experience for members in a remote‑first environment.

Key responsibilities

• Lead and manage all call‑centre functions, setting standards for service quality, staffing, scheduling and performance management.
• Define and implement the call‑centre strategy, including workforce management, escalation protocols, quality‑assurance programs and continuous‑improvement initiatives.
• Develop, track and report on core KPIs such as first‑call resolution, average handle time, member satisfaction, abandonment rate and Net Promoter Score.
• Design a comprehensive member‑experience framework and own the KPI model that drives activation, satisfaction and retention across all touchpoints.
• Partner with clinical, commercial, technology and operations teams to embed transparency, simplicity and high‑touch service into the member journey.
• Own member‑facing technology projects, collaborating with the AI Manager to introduce intelligent routing, virtual assistants, predictive analytics and real‑time agent support tools.

Required profile

• Extensive experience in healthcare or pharmacy‑benefit‑management (PBM) operations, with a proven track record in contact‑centre leadership.
• Strong analytical mindset and ability to translate data‑driven insights into actionable improvements.
• Demonstrated success in building a culture of service excellence and leading remote teams.

Required skills

• AI and automation technologies applied to contact‑centre environments.

What we offer

• Opportunity to shape the member experience for a fast‑growing health‑tech company.
• Remote‑first work model with flexibility and autonomy.
• Collaborative leadership team focused on innovation and impact.