Director, Member Support — Remote AI‑Driven Leadership

Foodsmart; United States; Remote; USD 145.000 - 160.000; Vollzeit

Benefits dieser Stelle

Remote-First Company

Unlimited PTO

Flexible & remote location

Healthcare Coverage (Medical, Dental,,

401k & bonus

Registered Dietitian Sessions

Zusammenfassung

Foodsmart is seeking a Director of Member Support to own the end-to-end member support experience. You will lead a team of part-time and full-time reps through three leads, ensuring accurate, empathetic, and timely help on eligibility, benefits, registration, scheduling, and food benefits.

You will set the vision for the function, build leaders, and translate member feedback into product and process improvements. A high-trust, accountable culture is essential.

Qualifikationen

• 8+ years in customer support, member services, or care coordination.
• 4+ years leading and managing teams (managers or team leads).
• Experience leading a remote, high‑volume contact center or case management operation.
• Hands-on experience deploying AI or automation in a support operation.
• Healthcare or regulated industry experience with PII/PHI and HIPAA knowledge.
• Familiarity with call center, ticketing, QA, and workforce management platforms (e.g., Zendesk).
• Experience partnering with cross-functional teams and presenting to executives.

Aufgaben

• Define the vision, operating model, and multi-year roadmap for Member Support.
• Forecast staffing and scheduling including evenings and weekends.
• Lead AI adoption in Member Support and ensure QA is automated while maintaining quality.
• Coach three leaders and build high-performing teams with clear growth paths.
• Ensure HIPAA-compliant handling of PII/PHI and security in member data.
• Collaborate with Clinical Ops, Product, Engineering, and partners to resolve issues.

Kenntnisse

Leadership

People management

Strategic thinking

Data-driven

Communication

Healthcare/HIPAA

AI in support

Customer focus

Ausbildung

Bachelor's degree or equivalent

Tools

Zendesk

Jobbeschreibung

Foodsmart is seeking a Director of Member Support to own the end-to-end member support experience. You will lead a team of part-time and full-time reps through three leads, ensuring accurate, empathetic, and timely help on eligibility, benefits, registration, scheduling, and food benefits.

You will set the vision for the function, build leaders, and translate member feedback into product and process improvements. A high-trust, accountable culture is essential.