Director of Member Support

Join Foodsmart as the Director of Member Support, where you will lead the member support experience end to end. You will set the vision and operating model for Member Support, build the leaders who run the day-to-day, and turn member feedback into insights that improve the product, process, and partnerships. You will also oversee the adoption of AI in Member Support and ensure compliance with HIPAA and the handling of PII and PHI.

• Lead and manage the Member Support team, ensuring high-quality service and support for members.
• Define the vision, operating model, and multi-year roadmap for Member Support, aligned to Foodsmart's growth.
• Evaluate and implement call center, ticketing, QA, and workforce management tools to improve efficiency and the member experience.

• Transparent with discretion: You communicate limitations, risks, and scope openly and to the right people at the right time
• Data-driven: Comfortable using metrics, QA results, and member feedback to make decisions, tell a clear story, and drive change
• A clear, professional communicator: Able to adapt your tone and message across members, Representatives, peers, executives, and external partners, in speaking and in writing
• Comfortable giving and receiving feedback: With your team, your peers, and senior leadership
• Empathetic but resilient: Understanding of member and employee frustration, while able to hold a high standard and a hard line when needed
• A people-first leader: Genuinely invested in the growth of your leads and their teams, with a coaching mindset and the judgment to balance development with accountability
• Collaborative, yet independent: Comfortable partnering across functions while making sound decisions on your own
• Accountable and consistent: You hold yourself and your team to a high standard, and you follow through on commitments and metrics
• Adaptable: You pivot and course-correct in real time as programs, processes, and priorities change
• A strategic thinker and operator: Able to set a long-term vision for support while running a high-volume operation day to day
• Flexible availability, including the ability to support later day shifts and occasional weekends as the business requires
• Hands-on experience deploying AI or automation in a support operation (AI agents, chatbots, agent assist, or automated QA), with a track record of improving service level or resolution metrics while maintaining or raising quality
• Experience partnering with cross-functional teams and external partners, and presenting to executive leadership
• Experience in healthcare or another highly regulated industry (such as finance or payments), with experience handling PII and PHI and a working knowledge of HIPAA
• Strong command of support metrics (service level, abandonment, first-contact resolution, CSAT/NPS) and experience using them to drive results
• Familiarity with call center, ticketing, QA, and workforce management platforms (for example, Zendesk)
• 8+ years of experience in customer support, member services, or care coordination, including 4+ years leading and managing teams, ideally including managers or team leads
• Experience leading a remote, high-volume contact center or case management operation, ideally with a mix of part-time and full-time staff and extended-hours coverage
• Experience leading teams through technology and process change, and running pilots that are measured and iterated quickly
• Bachelor's degree or equivalent experience preferred
• A track record of building and scaling a support organization, including hiring, training, QA, and performance management
• Experience in Medicaid, Medicare Advantage, or health plan member services
• Experience supporting food-as-medicine, benefits administration, or similar programs
• Prior experience with Zendesk and/or Forethought AI