Lead a team that supports members through high-stakes, emotionally charged fertility benefits journeys where coverage rules, billing, and reimbursements can get messy fast. This role is for a hands-on fertility benefits expert who can coach a 10+ person team, own complex escalations, and build scalable processes that keep the member experience empathetic and accurate.
About Maven Clinic
Maven is the world’s largest virtual clinic for women and families, supporting members with clinical, emotional, and financial care across fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife. More than 2,000 employers and health plans trust Maven’s platform to improve outcomes, reduce costs, and increase equity in benefits.
Schedule
- Fully remote (United States)
- Monday–Friday, 9:00 AM – 5:00 PM EST
- Occasional weekend coverage required (team supports members 7 days/week)
- Open to candidates in: AZ, CA, CO, CT, DC, DE, FL, GA, HI, IL, IN, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NM, NV, NY, OH, OR, PA, RI, SC, TN, UT, VA, VT, WA, WI
- Base salary: $106,000 – $115,000 (plus stock options and benefits; final pay based on experience and skillset)
- Must have active US work authorization
What You’ll Do
- Manage and develop a team of 10+ Member Services Associates and Senior Associates through 1:1s, performance reviews, and growth planning
- Serve as the primary escalation point for complex fertility benefits, billing, reimbursement, and financial tracking issues
- Resolve out-of-network claims challenges and insurance coordination issues with payers and employer-sponsored benefit plans
- Learn and master Maven’s member support and reimbursement processes, and jump into channels directly when volume spikes or staffing gaps hit
- Set the tone for empathetic care and high-quality member support across the team
- Drive process improvements and measurable operational gains tied to KPIs
- Own team performance metrics including productivity, response time, NPS, and CSAT
- Report metrics, KPIs, and OKRs to the director of Member Benefit Services and cross-functional partners
- Create and maintain SOPs, workflows, and internal team communications so execution stays consistent
- Coordinate onboarding and training, and help new hires ramp successfully
- Partner cross-functionally with Care Delivery, Operations, Product, Data, Provider Ops, Payments, Engineering, and Client Success
What You Need
- 5–7 years in Customer Service Operations, including leadership roles
- 3+ years managing teams of 10+ in a service/support environment
- 2+ years directly resolving complex fertility financial and benefits billing issues (including coordination with payers and employer-sponsored benefit plans)
- 1–3 years in managed care, insurance, or employer benefits
- Strong coaching and mentoring track record
- Comfort operating in fast-paced, high-growth environments
- Experience managing inbound and outbound support plus written channels (email/app messaging)
- Data-driven mindset: you can read performance trends, find root causes, and drive improvements
- High empathy with direct reports, members, and cross-functional partners
- Ability to create order from chaos and stay hands-on when needed
Preferred
- Startup experience
- Zendesk experience
- Payments operations experience
- Experience managing remote teams
- Bachelor’s degree or equivalent
- Spanish fluency
Benefits
- Employer-covered health, dental, and insurance plan options
- Stock options
- Maven for Mavens: access to the full platform and specialists
- Wellness partnerships
- 16 weeks 100% paid parental leave (after 1 year) plus new parent stipend
- Annual professional development stipend and personal career coach access
- 401(k) matching with immediate vesting
Straight talk: this is not a “manager who stays managerial.” They’re telling you up front they want a fertility benefits closer who can also coach a team and jump into the queue when it’s on fire. If you don’t have real fertility billing and reimbursement escalation experience, the resume has to prove you can translate your expertise into that space fast.
Happy Hunting,
~Two Chicks…