Director of Product - Member Support

As Director of Product, you will Drive Execution & Short-Term Impact to Deliver measurable results, own KPIs for support efficiency, effectiveness, and member satisfaction. Implement solutions that drive immediate, visible improvements in agent productivity and member outcomes. Lead execution and translate the product roadmap into clear, outcome-driven goals and ensure alignment across teams and stakeholders. Champion customer and agent needs, build a deep, data-led understanding of member and agent pain points. Define Vision & Long-Term Strategy to Shape the future, define and champion the strategic vision for the Member Support ecosystem — encompassing CRM platforms, back-office tooling, automation frameworks, and Generative & Agentic AI applications. Develop a long-term roadmap balancing foundational investment with innovative, market-leading capabilities that deliver excellence at scale, and leverage emerging technologies, including advanced automation and AI, to reimagine agent workflows and transform the member support journey.