The Director, Critical Operations will oversee essential functions: Workforce Management, Complaints and Escalations, and Member Support Incident Command. They will lead a team responsible for optimizing operational capacity, ensuring regulatory compliance, and orchestrating rapid response during critical support events. They will work cross-functionally to align resources, policies, and communication strategies that protect member experience and business continuity.
The Manager of Central Operations is responsible for overseeing the performance, quality, and daily operations of the contact center team, ensuring exceptional member experiences and operational efficiency, while aligning daily operations with organizational objectives and compliance with healthcare regulations.
The Vice President, Business Services Domain is an executive role responsible for the strategic and operational leadership of the Business Services Domain (BSD) talent pool. The VP drives organizational excellence in people management, workforce planning, delivery capability development, and performance across the BSD talent pool. This leader ensures that teams deliver consistent, high-quality outcomes for clients while fostering a thriving, inclusive, and growth-oriented culture.
The Director of Partner Support is responsible for leading the partner-facing inbound and outbound call center teams that support the company’s core partner ecosystem — including breeders, veterinary practices, shelters, Veterans Affairs programs, and employee benefits partners, and our in field Territory Partners. This role ensures that every partner interaction reinforces growth-oriented strategies, such as building stronger relationships, supporting day-to-day needs, and identifying new opportunities for deeper partner engagement.
The Assistant Manager, Collections at L5 is responsible for independently managing projects of diverse scope within the collections domain, driving improvements, and stewarding departmental objectives. They act as subject matter experts and influence team OKRs.