Director, Member Services Operations (Remote)

When; United States; Remote; USD 150,000 - 170,000; Full time

Benefits offered by this job

Health insurance covered

Stock options

Remote-friendly workplace

Job summary

When is hiring a Director, Member Services Operations to lead and scale a licensed agent team responsible for guiding members through coverage transitions, ICHRA enrollment, and Medicare decisions.

You will own the member experience across phone, email, and chat, build processes and automation, and partner with Product and Technology to enhance tooling and AI-assisted support. Remote role with occasional travel as needed.

Qualifications

• 8+ years in customer support or contact center operations.
• 4+ years leading teams.
• Experience with Zendesk and automation tools.
• Healthcare or health insurance domain knowledge.
• Strong data analytics and KPI reporting.

Responsibilities

• Lead and scale the Member Services team including licensing and enrollment specialists.
• Own the member experience across phone, email, and chat.
• Manage QA, training, and onboarding for agents.
• Forecast capacity and manage open enrollment and 1099 networks.
• Own budget and KPI dashboards with leadership.

Skills

Customer support leadership

Zendesk expertise

Data-driven decision making

Healthcare domain knowledge

Outsourcing management

Education

Bachelor’s degree or equivalent experience

Tools

HubSpot

Metabase

Job description

When is hiring a Director, Member Services Operations to lead and scale a licensed agent team responsible for guiding members through coverage transitions, ICHRA enrollment, and Medicare decisions.

You will own the member experience across phone, email, and chat, build processes and automation, and partner with Product and Technology to enhance tooling and AI-assisted support. Remote role with occasional travel as needed.