Director, Member Support & Engagement (Remote)

SportsTechJobs; United States; Remote; USD 180,000 - 230,000; Full time

Benefits offered by this job

Remote-First

Unlimited PTO

Flexible & remote location

Healthcare Coverage (Medical, Dental,

Vision)

401k & bonus

Registered Dietitian Sessions

Job summary

Foodsmart in the United States is hiring a Director of Member Support to own the end-to-end member support experience, from strategy to people and processes. You will lead a team of part-time and full-time representatives and three leads, ensuring accurate, empathetic help with eligibility, benefits, registration, scheduling, and platform access.

This role drives AI integration, sets quality guardrails, and collaborates with Clinical Ops, Product, and Health plan partners.

Responsibilities

• Define, track, and report on department KPIs (call volume, service level, CSAT/NPS).
• Lead three Member Support leaders and coach teams for high performance.
• Oversee hiring, onboarding, and training for Representatives with ramp milestones.
• Own AI adoption in Member Support, including AI agents, automated QA, and HIPAA/PHI/PII guardrails.

Job description

Foodsmart in the United States is hiring a Director of Member Support to own the end-to-end member support experience, from strategy to people and processes. You will lead a team of part-time and full-time representatives and three leads, ensuring accurate, empathetic help with eligibility, benefits, registration, scheduling, and platform access.

This role drives AI integration, sets quality guardrails, and collaborates with Clinical Ops, Product, and Health plan partners.