Director, Member Support

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $145k - $160k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 3%

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Foodsmart

WebsiteLinkedInAll Job Openings

51 - 200 employees

🍽️ Food & Beverage

🏥 Healthcare

⚕️ Healthcare Insurance

Food & Beverage • Healthcare • Healthcare Insurance

Foodsmart is a company focused on providing personalized nutrition support and affordable food care through the guidance of registered dietitians. It offers tools such as meal planning, food delivery via partnerships with Instacart, Grubhub, and Walmart, and a food marketplace that helps users save money on groceries. Foodsmart also works with health plans to offer nutrition services to its members, often at no extra cost.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

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