Director of Member Success, Tia
More information about location
Holistic women's health service
Job no longer available
Holistic women's health service
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To enable every person to achieve their own definition of optimal health through science-backed information, access to high-quality care, and community.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Tia is an innovative health-care platform for women. The company was created in response to co-founder Carolyn Witte's experience of waiting three-years for an accurate diagnosis of her PCOS. Essentially, it was formed to help other women have a better experience with doctors and health-care providers.
Tia began as a chat-based, Q&A app and has since evolved into a virtual care service. The company prioritises a personalized and integrative approach, which offers a tailor-made care service. Following 2021 funding, Tia opened clinics across California and Arizona, adding to its New York in-person clinic.
As the company look to grow the number of clinics, it will face multiple challenges. Expansion involves entering the world of commercial real estate, legal and insurance contracts that will challenge the largely app-based company, and it will be necessary to ensure they are able to manage this effectively.
Steph
Company Specialist at Welcome to the Jungle
Insights
-13% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2021
$100m
SERIES B
May 2020
$24.3m
SERIES A
Total funding: $129.3m
Company benefits
- Equal opportunity employer
- Performance-based bonuses
- Work from home opportunities
- We offer every employee health, vision, and dental insurance (with options for dependents, too). And of course — a free Tia membership!
- Unlimited vacation days: we aim to practice what we preach to our patients by encouraging our employees to take time away from work to recharge
- With donation matching programs and community service days, we work to ensure that as a team we’re giving back
Company HQ
SoMa, San Francisco, CA
Leadership
Felicity Yost
(President, Interim CEO & Co-Founder)After studying at Cornell, Felicity worked for over a year as a Management Associate at Bridgewater before spending 2 years as a Product Manager at Owler. In January 2017, she co-founded Tia, serving as COO since then.
Carolyn Witte
(Founding CEO)After studying at Cornell, Carolyn went on to work at Google for 4 years in the Product Marketing team, going on to be Team Lead at Googles Creative Lab.
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