Director, Member Support
Benefits
Unlimited PTO
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Responsibilities:
- Define the vision, operating model, and roadmap for Member Support aligned with company growth.
- Own staffing, capacity, budget, and AI adoption to hit service levels and cost targets.
- Lead, coach, and develop Member Support leaders and teams with a focus on accountability.
Leadership:
- Foster a high-trust, high-accountability culture that balances empathy with resilience.
- Partner across Clinical Ops, Product, Engineering, and external partners to resolve issues.
Performance & Quality:
- Track KPIs including service level, resolution time, QA scores, and member satisfaction.
- Implement automated QA and AI guardrails to ensure HIPAA, PII, and PHI compliance.
Benefits:
- Remote-first company with flexible location and unlimited PTO.
- Healthcare coverage, 401k, bonus, and registered dietitian sessions.
Foodsmart
Foodsmart is a nutrition-driven healthcare platform connecting members to dietitians, personalized care, and food benefits. Serving over 3 million members and backed by TPG's Rise Fund, it values customer-first teamwork and making healthy food accessible.