Director, Member Support

Ladders; United States; Remote; USD 145,000 - 160,000; Full time

Benefits offered by this job

Remote-first culture

Unlimited PTO

Flexible work location

Comprehensive healthcare coverage

401k with bonus opportunities

Dietitian sessions

Job summary

Ladders, a leader in healthcare staffing, seeks a Director of Member Support to own strategy and execution of a high-volume, remote support organization. You will build scalable processes, raise service quality, and drive measurable performance in a regulated environment.

You will partner with cross-functional teams to enhance the member experience, introduce responsible AI and automation, and set tight quality standards while reporting KPIs and coaching for improvement.

Qualifications

• 8+ years in customer support or care coordination.
• 4+ years in a leadership role.
• Experience running remote, high-volume contact centers.
• Proven ability to hire and train staff at scale.
• Familiarity with support metrics and coaching.
• Experience deploying AI in support while preserving quality.
• Understanding HIPAA and handling sensitive information.

Responsibilities

• Define the vision and roadmap for Member Support aligned with organizational growth
• Manage staffing and capacity models, ensuring coverage for extended hours
• Evaluate and implement tools to enhance efficiency and member experience
• Lead the adoption of AI in support operations to improve service metrics
• Set quality standards for AI workflows, ensuring compliance with regulations
• Track and report on department KPIs to identify performance gaps and coaching opportunities
• Serve as the highest escalation point for complex member issues

Skills

Leadership in customer support

Remote team management

AI deployment in support

HIPAA compliance

Metrics-driven leadership

Education

Bachelor's degree or equivalent

Job description

For our client, we are seeking a Director, Member Support to join the team of a leader in the Healthcare space.

This leader will own the strategy and execution of a high-volume support organization that serves members across remote and extended-hour operations. The role will focus on building scalable processes, improving service quality, and driving measurable performance in a regulated healthcare environment. You will also partner closely with cross-functional teams to strengthen the member experience while introducing automation and AI thoughtfully and responsibly.

Location: Remote

Compensation: $145,000 – $160,000 annually

Responsibilities

• Define the vision and roadmap for Member Support aligned with organizational growth
• Manage staffing and capacity models, ensuring coverage for extended hours
• Evaluate and implement tools to enhance efficiency and member experience
• Lead the adoption of AI in support operations to improve service metrics
• Set quality standards for AI workflows, ensuring compliance with regulations
• Track and report on department KPIs to identify performance gaps and coaching opportunities
• Serve as the highest escalation point for complex member issues

Qualifications

• 8+ years in customer support or care coordination, with 4+ years in leadership roles
• Experience managing a remote, high-volume contact center with part-time and full-time staff
• Proven track record in building and scaling support organizations, including hiring and training
• Strong understanding of support metrics and experience using them to drive results
• Hands-on experience with AI deployment in support operations, improving service levels while maintaining quality
• Familiarity with HIPAA regulations and handling sensitive information
• Bachelor's degree or equivalent experience preferred

Benefits

• Remote-first company culture
• Unlimited PTO for work-life balance
• Flexible work location options
• Comprehensive healthcare coverage (medical, dental, vision)
• 401k plan with bonus opportunities
• Access to registered dietitian sessions

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.