Head of Member Support & AI Operations (Remote)

Ladders; United States; Remote; USD 145,000 - 160,000; Full time

Benefits offered by this job

Remote-first culture

Unlimited PTO

Flexible work location

Comprehensive healthcare coverage

401k with bonus opportunities

Dietitian sessions

Job summary

Ladders, a leader in healthcare staffing, seeks a Director of Member Support to own strategy and execution of a high-volume, remote support organization. You will build scalable processes, raise service quality, and drive measurable performance in a regulated environment.

You will partner with cross-functional teams to enhance the member experience, introduce responsible AI and automation, and set tight quality standards while reporting KPIs and coaching for improvement.

Qualifications

• 8+ years in customer support or care coordination.
• 4+ years in a leadership role.
• Experience running remote, high-volume contact centers.
• Proven ability to hire and train staff at scale.
• Familiarity with support metrics and coaching.
• Experience deploying AI in support while preserving quality.
• Understanding HIPAA and handling sensitive information.

Responsibilities

• Define the vision and roadmap for Member Support aligned with organizational growth
• Manage staffing and capacity models, ensuring coverage for extended hours
• Evaluate and implement tools to enhance efficiency and member experience
• Lead the adoption of AI in support operations to improve service metrics
• Set quality standards for AI workflows, ensuring compliance with regulations
• Track and report on department KPIs to identify performance gaps and coaching opportunities
• Serve as the highest escalation point for complex member issues

Skills

Leadership in customer support

Remote team management

AI deployment in support

HIPAA compliance

Metrics-driven leadership

Education

Bachelor's degree or equivalent

Job description

Ladders, a leader in healthcare staffing, seeks a Director of Member Support to own strategy and execution of a high-volume, remote support organization. You will build scalable processes, raise service quality, and drive measurable performance in a regulated environment.

You will partner with cross-functional teams to enhance the member experience, introduce responsible AI and automation, and set tight quality standards while reporting KPIs and coaching for improvement.