Director of Member Support — AI-Driven, Remote

Foodsmart; United States; Híbrido; USD 150.000 - 210.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid health insurance

Flexible working location

Flexible working hours

Unlimited PTO

401k, bonus & stock options

Descripción de la vacante

Foodsmart is seeking a Director of Member Support to own the end-to-end member support experience, lead a team of representatives through multiple leads, and align the function with Medicaid, Medicare Advantage, and employer partners.

The role drives strategy, performance, and people, balancing quality with empathy, while guiding AI-enabled improvements and ensuring HIPAA compliance. Flexible hours and location are emphasized as the program grows.

Formación

• 8+ years in customer support, member services, or care coordination.
• 4+ years leading and managing teams, including managers or team leads.
• Experience leading remote, high-volume contact center or case management.
• Experience deploying AI/automation in support and improving metrics.
• Healthcare or regulated industry experience with PII/PHI handling.

Responsabilidades

• Develop vision, operating model, and multi-year roadmap for Member Support.
• Oversee staffing, forecasting, scheduling, and coverage for evenings/work weekends.
• Lead AI adoption in Member Support, including AI agents and automated QA.
• Set quality guardrails, escalation rules, and HIPAA/PII/PHI compliance.
• Partner with cross-functional teams to resolve issues and improve processes.
• Present performance, insights, and priorities to executive leadership and partners.
• Build high-performing teams through coaching and accountability.

Conocimientos

Leadership

People management

Strategic planning

Customer care

Data-driven decision making

AI in support

Operational excellence

Change management

Communication

Coaching

Educación

Bachelor’s degree or equivalent experience

Herramientas

Zendesk

Forethought AI

Descripción del empleo

Foodsmart is seeking a Director of Member Support to own the end-to-end member support experience, lead a team of representatives through multiple leads, and align the function with Medicaid, Medicare Advantage, and employer partners.

The role drives strategy, performance, and people, balancing quality with empathy, while guiding AI-enabled improvements and ensuring HIPAA compliance. Flexible hours and location are emphasized as the program grows.