Director, Member Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the vision, operational framework, and a multi-year strategy for Member Support

• Manage staffing and capacity planning, along with forecasting, scheduling, and evening/weekend coverage

• Develop business cases for headcount, tools, and technology while overseeing the department budget

• Assess and implement call center, ticketing, QA, and workforce management solutions

• Drive the adoption of AI agents, AI-assisted ticket processing, and automated quality assurance

• Set AI quality standards and ensure compliance with HIPAA, PII, and PHI regulations

• Lead, mentor, and nurture three Member Support team leaders

• Manage recruitment, onboarding, training, coaching, feedback, and performance evaluations

• Define, monitor, and report on departmental KPIs including service level, abandonment rate, resolution time, quality, CSAT, and NPS

• Act as the top escalation point for complex and sensitive member concerns

• Advocate for member feedback and convert contact drivers into actionable recommendations

• Collaborate with Clinical Ops, Food Ops, Product, Engineering, Referrals, Account Management, health plans, and food and grocery suppliers

• Present performance metrics, insights, and priorities to executive leadership and stakeholders

• Facilitate process enhancements, maintain knowledge bases and workflows, and balance live call coverage with ticket management

⛳️ Requirements

• Over 8 years of experience in customer support, member services, or care coordination, including at least 4 years in leadership and management roles, preferably involving managers or team leads

• Proven experience in leading a remote, high-volume contact center or case management operation, ideally with a blend of part-time and full-time staff and extended-hours coverage

• Successful track record of building and scaling a support organization, including hiring, training, quality assurance, and performance management

• Strong understanding of support metrics (service level, abandonment, first-contact resolution, CSAT/NPS) and experience leveraging them to achieve results

• Practical experience with the implementation of AI or automation in support operations, including AI agents, chatbots, agent assist, or automated quality assurance

• Experience leading teams through technological and process changes, and executing measured, rapidly iterated pilot programs

• Background in healthcare or another highly regulated sector, with experience managing PII and PHI and a solid understanding of HIPAA regulations

• Familiarity with call center, ticketing, QA, and workforce management platforms, such as Zendesk

• Proven ability to partner with cross-functional teams and external stakeholders, along with experience presenting to executive leadership

• Bachelor's degree or equivalent experience is preferred

• Availability for flexible hours, including later shifts and occasional weekends

• Preferred qualifications: experience in Medicaid, Medicare Advantage, or health plan member services; food-as-medicine, benefits administration, or similar programs; familiarity with Zendesk and/or Forethought AI

🏝️ Benefits

• Remote-First Company

• Unlimited PTO

• Flexible & remote location

• Healthcare Coverage (Medical, Dental, Vision)

• 401k & bonus

• Registered Dietitian Sessions