Director, Member Support
New
F
FoodsmartHealthcare support
Remote (US)Full-TimeDirector
Salary$145,000 - $160,000 base + bonus + benefits
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Job Details
- Experience
- 8+ years of experience in customer support, member services, or care coordination, including 4+ years leading and managing teams
- Required Skills
- Quality AssuranceZendeskHIPAACustomer support
Requirements
- 8+ years of experience in customer support, member services, or care coordination.
- 4+ years leading and managing teams, ideally including managers or team leads.
- Experience leading a remote, high-volume contact center or case management operation.
- Experience building and scaling a support organization, including hiring, training, QA, and performance management.
- Strong command of service level, abandonment, first-contact resolution, and CSAT/NPS metrics.
- 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, iterative pilots.
- Experience in healthcare or another highly regulated industry, handling PII and PHI, with working knowledge of HIPAA.
- Familiarity with call center, ticketing, QA, and workforce management platforms; Zendesk is given as an example.
- Experience partnering with cross-functional teams and external partners and presenting to executive leadership.
- Flexible availability to support later day shifts and occasional weekends as required.
- Bachelor’s degree or equivalent experience preferred.
Responsibilities
- Define the vision, operating model, and multi-year roadmap for Member Support.
- Own staffing, capacity forecasting, scheduling, evening and weekend coverage, and the department budget.
- Evaluate and implement call center, ticketing, QA, and workforce management tools, and lead adoption of AI agents and AI-assisted workflows.
- Set AI quality guardrails, including accuracy reviews, escalation rules, and ongoing monitoring for HIPAA, PII, and PHI requirements.
- Lead, coach, and develop three Member Support leaders and oversee representative hiring, onboarding, training, and performance management.
- Define and report on department KPIs, and establish automated QA reviews, calibration, and feedback.
- Serve as the highest-level escalation point for complex or sensitive member issues and ensure timely triage and resolution.
- Partner with internal teams and external health plan, food, and grocery partners to resolve issues and improve support processes.
- Identify process gaps and maintain accurate knowledge bases, scripts, workflows, and documentation.
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