Director, Member Support (Fully Remote)

Foodsmart; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Healthcare coverage

401k

Bonus

Dietitian sessions

Unlimited PTO

Job summary

Foodsmart is seeking a Head of Member Support to shape how members receive care on our nutrition-driven platform. You will define the operating model, set the roadmap, and ensure the team scales with company growth while maintaining high quality.

This remote-friendly role requires leading diverse teams, managing staffing and budgets, and partnering with Clinical Ops, Product, and Engineering to resolve issues and improve member outcomes.

Responsibilities

• Define the vision, operating model, and roadmap for Member Support aligned with growth.
• Own staffing, capacity, budget, and AI adoption to hit service levels and cost targets.
• Lead, coach, and develop Member Support leaders and teams with a focus on accountability.
• Foster a high-trust, high-accountability culture balancing empathy with resilience.
• Partner across Clinical Ops, Product, Engineering, and external partners to resolve issues.
• Track KPIs: service level, resolution time, QA scores, and member satisfaction.
• Ensure HIPAA, PII, and PHI compliance via automated QA and guardrails.

Skills

Leadership

People management

Strategic planning

Cross-functional collaboration

Data-driven decision making

AI adoption awareness

Job description

• Define the vision, operating model, and roadmap for Member Support aligned with company growth.
• Own staffing, capacity, budget, and AI adoption to hit service levels and cost targets.
• Lead, coach, and develop Member Support leaders and teams with a focus on accountability.

Leadership:

• Foster a high-trust, high-accountability culture that balances empathy with resilience.
• Partner across Clinical Ops, Product, Engineering, and external partners to resolve issues.

Performance & Quality:

• Track KPIs including service level, resolution time, QA scores, and member satisfaction.
• Implement automated QA and AI guardrails to ensure HIPAA, PII, and PHI compliance.
• Remote-first company with flexible location and unlimited PTO.
• Healthcare coverage, 401k, bonus, and registered dietitian sessions.

Foodsmart

Foodsmart is a nutrition-driven healthcare platform connecting members to dietitians, personalized care, and food benefits. Serving over 3 million members and backed by TPG's Rise Fund, it values customer-first teamwork and making healthy food accessible.