Members Ops Associate (Temp Leave Coverage)

United StatesRemotecontractmid

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Quick Summary

Key Responsibilities

Owns task-level execution within SOS-defined project plans. Identifies and escalates operational risks and gaps. Provides input into readiness and handoff assessments.

Technical Tools

Other

Function: Operational Readiness & Implementation (ORI)

Reports To: Manager, ORI

The Member Operations Associate (MOA) is an experienced operational contributor who supports the Senior Operations Specialist (SOS) across ORI’s portfolio of active initiatives. This role requires deep, current knowledge of the programs ORI owns, enabling the MOA to execute work accurately, identify issues proactively, and represent initiative details to internal partners when needed.

This is a hands-on, execution-focused role with meaningful operational responsibility. The MOA will own discrete workstreams, provide member support during pilots and early launches, and help ensure complex, multi-track initiatives are operationally ready and successfully transitioned to broader support teams.

The ideal candidate brings strong operational experience, exceptional attention to detail, sound judgment, and the ability to operate effectively in a fast-moving and ambiguous environment.

This role is being offered as a temporary internal apprenticeship opportunity to provide additional support to the ORI team during an upcoming leave of absence and give an internal team member the opportunity to expand their operational experience and scope.

This is expected to be an approximately 4-month temporary assignment, beginning early December to allow time for onboarding and knowledge transfer.
The opportunity will include an interim title change to Member Operations Associate for the duration of the assignment.
There will be no change to compensation associated with the temporary assignment.
The anticipated duration is an estimate and does not guarantee a specific end date, extension, or permanent placement in the role.
This opportunity is being posted internally only.
Employees interested in the opportunity should be aware that their current team lead/manager may be included in the process prior to interviews, in partnership with the appropriate People/HRBP partners.
Additional details regarding timing, transition, and return to the employee’s current role/team will be communicated as the process progresses.

Responsibilities

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Initiative SME & Execution Support

→Maintain deep, up-to-date subject matter expertise across active ORI initiatives, including product launches, growth campaigns, and brand partnerships.
→Execute assigned workstreams within SOS-owned project plans, ensuring quality and timely completion.
→Identify and escalate issues, inconsistencies, dependencies, and operational risks.
→Accurately represent initiative details when supporting cross-functional coordination.

Pilot & Early Launch Member Support

→Serve as dedicated member-facing support during pilots and controlled launches.
→Manage inbound tickets and member inquiries related to new programs and workflows.
→Troubleshoot new processes, system behaviors, and edge cases in real time.
→Document defects, workflow gaps, recurring issues, and member pain points.
→Escalate systemic or high-impact risks to the Senior Operations Specialist.

Operational Readiness & Launch Execution

→Execute components of pre-launch readiness plans and checklists.
→Validate SOPs, workflows, and supporting documentation prior to launch.
→Conduct pre-launch testing across relevant member journeys.
→Confirm system configurations and tool updates are functioning as intended.
→Surface gaps that could impact the member or agent experience.

Workflow Monitoring & Stabilization

→Monitor ticket trends, escalation patterns, defects, and failure points during pilots and early launch periods.
→Identify indicators of operational instability and escalate them promptly.
→Provide structured feedback and learnings for post-launch retrospectives.
→Support assessments of operational readiness before initiatives transition to generalist support teams.

Documentation & Knowledge Transfer

→Update SOPs and knowledge-base materials based on pilot and launch learnings.
→Document edge cases, troubleshooting guidance, and decision trees.
→Support the development of training materials for generalist agents.
→Help ensure knowledge is complete and transferable before operational handoff.

The Member Operations Associate:

Owns task-level execution within SOS-defined project plans.
Identifies and escalates operational risks and gaps.
Provides input into readiness and handoff assessments.
Does not independently determine launch go/no-go decisions or handoff timing; the role provides advisory input to support those decisions.

Requirements

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2–3 years of experience in operations, healthcare operations, member operations, customer operations, or a related field.
Experience managing complex workflows, launches, or high-touch operational processes.
Strong troubleshooting, critical thinking, and problem-solving skills.
Exceptional attention to detail across execution and documentation.
Ability to quickly develop and maintain SME-level knowledge across multiple concurrent initiatives.
Strong written and verbal communication skills.
Comfortable working cross-functionally and escalating risks appropriately.
Ability to operate effectively in a fast-moving, ambiguous environment.

Success in this role will be measured by:

Deep and accurate knowledge of active ORI initiatives.
Consistent, high-quality execution of assigned workstreams.
Timely identification and escalation of systemic risks.
Low defect carryover at pilot handoff.
Reduction in repeat member issues following transition.
Accurate and complete SOPs, knowledge-base materials, and operational documentation.
Effective knowledge transfer to generalist support teams.