Executive Director, Member & Volunteer Services-NCAL Market

Job Summary

The Executive Director will serve as a strategic leader and visionary for Member Services and Volunteer Services across NCAL, driving operational excellence, innovation, and transformative service experiences. This role is accountable for shaping and executing a forward-looking operating strategy that integrates technological advancements and best practices to elevate the consumer experience and operational performance focused on key measures of success.

With a focus on enterprise-wide consistency and quality, the Executive Director will lead the development and implementation of standardized service frameworks aligned with national benchmarks. This includes defining service standards that ensure a seamless, high-quality experience for members and volunteers.

In close partnership with NCAL Service Area executive teams, the Executive Director will proactively identify and address member and non-member pain points, championing continuous improvement initiatives that reduce complaints and grievances while enhancing satisfaction, loyalty, and retention. This role will also foster strong regional and local collaborations to ensure alignment and responsiveness to community needs.

As a strategic steward of the organization’s mission, the Executive Director will oversee long‑term planning, stakeholder engagement, and innovation initiatives. This includes leadership of Person and Family Care Councils to ensure that member and family voices are central to service design and delivery, ultimately enriching the overall consumer experience.

Through a culture of service, NCAL Volunteer Services and NCAL Member Services improve the member, customer, and business partner experience, at every touch point by:

Providing seamless, consistent, and personalized experience.

Ensuring strategic alignment and collaboration with Southern California and enterprise Consumer Experience teams to deliver consistent, high‑quality service standards and drive unified member and volunteer experiences across all regions.

Partnering with The Permanente Medical Group (TPMG) to conduct root cause analysis of member complaints and grievances, collaboratively identifying solutions and implementing targeted improvements to reduce future occurrences.

Leveraging new innovations to enhance and transform the member experience.

Delivering expertise in business processes, technology, and project management to guide projects, programs, and initiatives, thereby enhancing business quality and overall performance for our consumers and customers.

Taking time and cost out of our processes while remaining compliant and improving service and satisfaction for the members and our employees.

Assessing and evaluating end‑to‑end performance metrics to address evolving member requirements and employee expectations.

Rewarding and developing customer‑centric future leaders.

Championing a culture of service excellence for all employees, promoting empowerment, recognition, and continuous skill development to foster an environment where every team member contributes to superior consumer and member experiences.

Advancing the Ambassador Program, cultivating employee ambassadors who serve as role models of service values and engage others to uphold best practices, inspire pride, and build a network of advocates for member and volunteer satisfaction across the region.

Advancing person and family‑centered care programs to ensure the voices of members and their families are actively integrated into organizational systems, service design, and improvement efforts, fostering a truly responsive and inclusive experience.

• Direct and provide strategic and operational leadership for Member Services and Volunteer Services across Northern California.
• Facilitate the provision of health plan services for members and prospective members through face‑to‑face contact. This includes addressing member inquiries, requests for assistance, complaints and grievances related to services and clinical care received, claims, sales, enrollments, as well as general billing and eligibility questions.
• Provide strategic direction and input to establish and implement…