Member Services Operations Lead

About Lantern

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com.

*Must be located in Dallas, TX and be in office at least 3 days a week*

Overview

We are seeking a dynamic, data driven, and operationally exceptional lead of Member Services to drive the next evolution of our member experience model and assist in scaling a 200+ Care Advocate contact center. This role is the operational heartbeat of our member experience function , driving engagement, conversion, and lifetime value while ensuring every member interaction reflects excellence, empathy, and efficiency.

This role is built for a scrappy, hands-on operator who loves being close to the work —someone who can dive into the weeds of daily performance while also architecting the future of our service model through AI, automation, experimentation, and continuous improvement. You thrive in fast moving environments, build systems that scale, and know how to turn data into action.

Key Responsibilities

Member Experience & Operations

• Lead all contact center operations and strategic planning, translating enterprise goals into multi ‑ year service roadmaps and quarterly operating plans that directly drive engagement, conversion, and lifetime value.

• Build and scale a high performing 200+ Care Advocate operation with KPIs tied to growth, cost-to-serve, CSAT/NPS, and clinical outcomes

• Champion a people-first, service obsessed culture that delivers exceptional member experiences while driving measurable operational improvements

• Ensure processes, workflows, and SLAs meet high standards of efficiency, scalability, compliance, and quality—balancing speed with safety.

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