Director, Member Support

🕒 Outubro 26

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $145.000 - $160.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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👻 Score fantasma 2%

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• Aberta há 17 dias.
• As vagas desta empresa costumam ser preenchidas em 46 dias.

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Foodsmart

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🍽️ Alimentos e Bebidas

🏥 Saúde

⚕️ Seguro de Saúde

Food & Beverage • Healthcare • Healthcare Insurance

A Foodsmart é uma empresa focada em oferecer suporte nutricional personalizado e cuidado alimentar acessível através da orientação de nutricionistas registrados. Oferece ferramentas como planejamento de refeições, entrega de alimentos via parcerias com Instacart, Grubhub e Walmart, e um marketplace de alimentos que ajuda os usuários a economizar em compras de supermercado. A Foodsmart também trabalha com planos de saúde para oferecer serviços de nutrição aos seus membros, muitas vezes sem custo adicional.

Descrição

• Define the vision, operating model, and multi-year roadmap for Member Support • Own staffing and capacity planning, forecasting, scheduling, and evening/weekend coverage • Build business cases for headcount, tools, and technology, and manage the department budget • Evaluate and implement call center, ticketing, QA, and workforce management tools • Lead adoption of AI agents, AI-assisted ticket handling, and automated QA • Set AI quality guardrails and ensure HIPAA, PII, and PHI compliance • Lead, coach, and develop three Member Support leaders • Oversee hiring, onboarding, training, coaching, feedback, and performance reviews • Define, track, and report department KPIs including service level, abandonment, resolution time, quality, CSAT, and NPS • Serve as the highest level of escalation for complex and sensitive member issues • Champion member feedback and translate contact drivers into recommendations • Collaborate with Clinical Ops, Food Ops, Product, Engineering, Referrals, Account Management, health plans, and food and grocery vendors • Present performance, insights, and priorities to executive leadership and partners • Drive process improvements, maintain knowledge bases and workflows, and balance live call coverage with ticket queue management

🎯 Requisitos

• 8+ years of experience in customer support, member services, or care coordination, including 4+ years leading and managing teams, ideally including managers or team leads • Experience leading a remote, high-volume contact center or case management operation, ideally with a mix of part-time and full-time staff and extended-hours coverage • Track record of building and scaling a support organization, including hiring, training, QA, and performance management • Strong command of support metrics (service level, abandonment, first-contact resolution, CSAT/NPS) and experience using them to drive results • Hands-on experience deploying AI or automation in a support operation, such as AI agents, chatbots, agent assist, or automated QA • Experience leading teams through technology and process change, and running measured, rapidly iterated pilots • Experience in healthcare or another highly regulated industry, with experience handling PII and PHI and a working knowledge of HIPAA • Familiarity with call center, ticketing, QA, and workforce management platforms, such as Zendesk • Experience partnering with cross-functional teams and external partners, and presenting to executive leadership • Bachelor's degree or equivalent experience preferred • Flexible availability, including later day shifts and occasional weekends • Nice to have: experience in Medicaid, Medicare Advantage, or health plan member services; food-as-medicine, benefits administration, or similar programs; Zendesk and/or Forethought AI

🏖️ Benefícios

• Remote-First Company • Unlimited PTO • Flexible & remote location • Healthcare Coverage (Medical, Dental, Vision) • 401k & bonus • Registered Dietitian Sessions

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