Director, Member Support

Your tasks

Strategy & Vision

• Define the vision, operating model, and multi-year roadmap for Member Support, aligned to Foodsmart's growth and to the needs of Medicaid, Medicare Advantage, and employer partners.
• Own the staffing and capacity model across part-time and full-time Representatives, including forecasting, scheduling, and coverage for evening and weekend hours.
• Build the business case for headcount, tools, and technology, and manage the department budget.
• Evaluate and implement call center, ticketing, QA, and workforce management tools to improve efficiency and the member experience.
• Own the roadmap and rapid adoption of AI in Member Support, including AI agents, AI-assisted ticket handling, and automated QA, to improve service level, resolution time, and cost per contact.
• Set quality guardrails for AI, including accuracy reviews, escalation rules, and ongoing monitoring, and make sure AI workflows and vendors meet HIPAA, PII, and PHI requirements.

Leadership & Talent Development

• Lead, coach, and develop three Member Support leaders, holding them accountable for team performance and for building high-performing teams of their own.
• Set clear expectations, goals, and career paths for the department, and establish a consistent rhythm of coaching, feedback, and performance reviews.
• Oversee hiring, onboarding, and ongoing training for Representatives, including 30/60/90-day ramp milestones, partnering with Recruiting and People teams.
• Foster a high-trust, high-accountability culture that balances empathy with resilience, and model our values of Customer First, Make It Happen, and One Team.

Performance & Quality Management

• Define, track, and report on department KPIs, including call volume, service level, abandonment and missed-call rate, ticket resolution time, first-contact resolution, quality scores, and member satisfaction (CSAT/NPS).
• Establish and maintain an automated QA review program with consistent call and ticket reviews, calibration, and timely feedback.
• Use data to spot trends, performance gaps, and coaching opportunities, and act on them quickly.
• Ensure the team meets service level expectations and compliance requirements, including HIPAA and the handling of PII and PHI.

Escalation & Member Advocacy

• Serve as the highest level of escalation for complex, sensitive, or high-visibility member issues, including grievances, accommodations, and partner-raised concerns.
• Ensure escalations are triaged quickly, routed appropriately, and resolved with ownership and clear follow-up.
• Champion the member voice across the company, translating member feedback and contact drivers into clear recommendations for leadership.

Cross-Functional & Partner Collaboration

• Partner with Clinical Ops, Food Ops, Product, Engineering, Referrals, Account Management, and other teams to resolve member and operational issues and reduce repeat contacts.
• Work with external partners, such as health plans and food and grocery vendors, to address service concerns and align on support processes and SLAs.
• Present Member Support performance, insights, and priorities to executive leadership and, as needed, to client and health plan partners.

Process & Operations

• Identify process gaps and inefficiencies, and drive improvements that reduce escalations, handle time, and missed calls.
• Keep knowledge bases, scripts, workflows, and documentation accurate and current as services and benefits change.
• Balance live call coverage with ticket queue management, adapting quickly as workflows, programs, and implementations evolve.

Success in this role looks like

• The department consistently meets or exceeds service level, quality, resolution, and member satisfaction targets.
• Member Support Leads are strong coaches, with Representatives showing measurable improvement and a healthy, accountable team culture.
• Staffing and scheduling cover member demand, including evenings and weekends, without burning out the team.
• Escalations are triaged quickly and routed appropriately, with fewer unresolved member issues and fewer repeat contacts.
• Member feedback and contact trends are turned into improvements to product, process, and partner operations, and shared regularly with leadership.
• Member Support is recognized across Foodsmart and by our partners as a trusted, reliable, and compliant extension of the member experience.

Requirements

You are

• 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.
• A strategic thinker and operator: Able to set a long-term vision for support while running a high-volume operation day to day.
• 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.
• Empathetic but resilient: Understanding of member and employee frustration, while able to hold a high standard and a hard line when needed.
• Accountable and consistent: You hold yourself and your team to a high standard, and you follow through on commitments and metrics.
• Collaborative, yet independent: Comfortable partnering across functions while making sound decisions on your own.
• Transparent with discretion: You communicate limitations, risks, and scope openly and to the right people at the right time.
• Adaptable: You pivot and course-correct in real time as programs, processes, and priorities change.

Comfortable giving and receiving feedback: With your team, your peers, and senior leadership.

You have

• 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.
• A track record of building and scaling a support organization, including hiring, training, QA, and performance management.
• Strong command of support metrics (service level, abandonment, first-contact resolution, CSAT/NPS) and experience using them to drive results.
• 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 leading teams through technology and process change, and running pilots that are measured and iterated quickly.
• 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.
• Familiarity with call center, ticketing, QA, and workforce management platforms (for example, Zendesk).
• Experience partnering with cross-functional teams and external partners, and presenting to executive leadership.
• Bachelor's degree or equivalent experience preferred.
• Flexible availability, including the ability to support later day shifts and occasional weekends as the business requires.
• Nice to have:
• 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