Member Support Operations Manager (Hybrid)

Physicians Insurance A Mutual Company is dedicated to protecting, defending, and supporting our Members. As a national boutique mutual insurance company, we passionately serve all our Members and partners with our suite of medical professional liability offerings. We help them overcome obstacles with a team providing underwriting, risk-management, claims, and stop-loss expertise—backed by strong financials and all supported by exceptional, personalized service. In every communication, every expert opinion, every risk assessment, and every claim, all our Members experience the positive impact of our mission on their professional lives. And with over 8,500 Members and growing, this experience is in evidence all over the nation. Position Summary: The Member Support Operations Manager is primarily responsible for the quality and efficiency of Member support through the management of their team, projects, and service assignments. This role also coordinates and delivers a full range of complex Member Support services including but not limited to Member onboarding and risk management services. Key Functions: Responsibilities include but are not limited to the following:

• Manage the performance, development, and continuous mentorship of the Member Support team in alignment with company goals.
• Oversee internal systems and processes for Member onboarding and service engagement while identifying and addressing operational gaps.
• Research and resolve technical issues within web-based programs and resources to ensure seamless service delivery.
• Lead Operations Department management activities, contributing to the periodic review of goals, plans, and organizational structure.
• Communicate proactively with leadership across departments to lead projects that improve the quality and efficiency of services and tools
• Provide direct support for complex member services, coordinating the end-to-end lifecycle of onboarding, live education, and web-based learning.
• Collaborate with Risk Management and Claims to deliver specialized services and measure member outcomes.

Requirements / Qualifications:

• Associate or bachelor’s degree required.
• 5+ years of professional customer service experience.
• 2+ years of experience managing cross-functional teams and projects, particularly through organizational change.
• Proven competence in accountability, professional communication, and team leadership.
• Demonstrated ability to lead meetings with a focus on detail, process, and operational efficiency.
• Proficiency in Microsoft Office (Outlook, Word, and Excel).
• Experience with CRM platforms (e.g., Salesforce), softphone systems (e.g., RingCentral), and large-scale system implementations.
• Background in the insurance, healthcare, or high-volume customer service sectors preferred.

The salary range for this position is $93,000 to $139,300. Starting salary is determined by several factors, including job-related skills, experience, and relevant education or training. This position is also eligible for an annual company bonus at an incentive target level of 12%. We also offer a comprehensive benefits program, including a generous retirement program and Paid Time Off. Please visit PI Careers for detailed benefit descriptions. At Physicians Insurance, you’ll find an exceptional hybrid work environment, and the opportunity to work for an industry leader whose programs have a positive impact on insurance and healthcare. OUR PURPOSE To protect, defend, and support our Members. OUR VALUES People-First - we treat everyone with respect and empathy. Expertise - we strive to be the best at what we do. Commitment - as a mutual company, we are accountable and dedicated to our Members and to each other. Apply tot his job Apply To this Job