Director, Member Support

You will:

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.

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

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.