Director, Member Support

🕒 il y a 11 jours

🇺🇸 États-Unis – Télétravail

💵 $145 000 - $160 000 / an

⏰ Temps Plein

🔴 Expert

👔 Directeur

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 3%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Foodsmart

Site WebLinkedInTous les Emplois

51 - 200 employés

🍽️ Alimentation et boissons

🏥 Santé

⚕️ Assurance santé

Food & Beverage • Healthcare • Healthcare Insurance

Foodsmart est une entreprise spécialisée dans le soutien nutritionnel personnalisé et l'accès abordable à une alimentation saine grâce aux conseils de diététiciens diplômés. Elle propose des outils tels que la planification de repas, la livraison de nourriture via des partenariats avec Instacart, Grubhub et Walmart, ainsi qu'une place de marché alimentaire permettant aux utilisateurs d'économiser sur les courses. Foodsmart collabore également avec des plans de santé pour offrir des services de nutrition à leurs membres, souvent sans frais supplémentaires.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

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

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