Director, Member Support & AI Experience (Remote)

Bazeta; United States; Remote; USD 180.000 - 230.000; Vollzeit

Zusammenfassung

Foodsmart, a national remote-first health platform in the United States, seeks a Director of Member Support to own the end-to-end member experience.

You will define strategy, operating models, and a multi-year roadmap for Member Support, while managing a team of three leads and a mix of part-time and full-time representatives to ensure accurate, empathetic, and timely help on eligibility, benefits, and platform access.

Aufgaben

• Define the vision, operating model, and multi-year roadmap for Member Support.
• Own staffing and capacity model across part-time and full-time Representatives, including forecasting, scheduling, and coverage for evening and weekend hours.
• Lead three Member Support leaders and build high-performing teams with coaching and development.
• Oversee hiring, onboarding, and ongoing training for Representatives, including ramp milestones.
• Monitor department KPIs, QA, and customer satisfaction while ensuring HIPAA/PII/PHI compliance.

Jobbeschreibung

Foodsmart, a national remote-first health platform in the United States, seeks a Director of Member Support to own the end-to-end member experience.

You will define strategy, operating models, and a multi-year roadmap for Member Support, while managing a team of three leads and a mix of part-time and full-time representatives to ensure accurate, empathetic, and timely help on eligibility, benefits, and platform access.