Heather Lopez

Heather Lopez's work experience includes the following roles and responsibilities:

1. Chief (2022 - Present): Member.

2. Collective Health (2019 - Present): VP, Service Operations and Readiness. Responsible for establishing and expanding the Service Operations & MX Readiness organization to support membership growth. Led the Health Plan Administration teams and ensured readiness for Member Experience.

3. Tesla (2018 - 2019): Global Customer Experience. Responsible for creating and driving the Customer Experience strategy for Vehicle and Energy products. Led Service Design/Business Process Management team and drove a holistic view of customer data and sentiment across the customer journey.

4. Ancestry (2014 - 2018): Head of International CRM. Created and drove strategies to increase conversion, engagement, and retention in global markets. Led a team to execute against the strategy and roadmap. Also served as Chief of Staff, Marketing Operations, responsible for US Marketing performance and creating alignment across the leadership team.

5. eBay (2011 - 2014): Global Quality Management Manager. Developed and executed the Global Quality Management strategy within Global Customer Operations. Collaborated with executive stakeholders and cross-functional teams to drive quality decisions and positive teammate behavior.

6. The Regence Group (2006 - 2011): Member Services Leader. Provided direct leadership for a cross-functional team in a 100-seat contact center. Worked with management to strategically plan and achieve department objectives focused on productivity, cost containment, and customer and employee satisfaction.

Heather Lopez's education history includes a Bachelor's degree in Business Management from Western Governors University, which they completed from 2011 to 2016. In addition to their degree, they have obtained certifications in Project+ from CompTIA in May 2016 and in Lean Six Sigma Green Belt from the University of Utah - David Eccles School of Business in October 2013.