Operations Manager- Member Experience

Position summary The Operations Manager, Member Experience supports the overall operations of VIVIO's Member Experience organization and issue resolution and quality. In this client-facing role, the manager works directly with clients, consultants and vendors on member-facing issues, owning each from first notice to final resolution: We are looking for a strong root cause analyst who looks past individual complaints to find and fix the underlying process, system, policy or training gap. Member issue resolution, quality and AI tool oversight are the core focus, but the role supports Member Experience operations wherever the business needs it as VIVIO grows. Key responsibilities Client, Consultant and Vendor Partnership Serve as a primary point of contact for clients, consultants and vendors on member-facing issues, owning communication from intake to resolution with clear, proactive updates. Lead issue review calls and deliver written resolution summaries covering timeline, member impact, root cause, corrective actions and follow-up commitments. Handle difficult conversations with composure and empathy, balancing partner expectations with contract terms, regulatory requirements and operational realities. Build trusted relationships and present issue trends, quality results and improvements in client and consultant business reviews. Member Issue Resolution and Escalations Prioritize member-facing issues by urgency and impact to minimize medication delays, and serve as the final