Director, Member Support

• Define the vision, operating model, and multi-year roadmap for Member Support, aligned to Foodsmart's growth.
• Own the staffing and capacity model across 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.
• Oversee the roadmap and rapid adoption of AI in Member Support.
• Lead, coach, and develop Member Support leaders, holding them accountable for team performance.
• Set expectations, goals, and career paths for the department.
• Oversee hiring, onboarding, and training for Representatives.
• Define, track, and report on department KPIs.
• Serve as an escalation point for complex member issues.
• Partner with cross-functional teams and external partners to resolve issues.
• Present Member Support performance and insights to executive leadership.
• Identify process gaps and drive improvements.

Experience

• 8+ years of experience in customer support or member services, including 4+ years leading teams.
• Experience leading a remote, high-volume contact center.
• Track record of building and scaling a support organization.
• Strong command of support metrics and experience using them to drive results.
• Experience deploying AI or automation in a support operation.
• Experience in healthcare or a highly regulated industry with PII and PHI.
• Familiarity with call center, ticketing, QA, and workforce management platforms.
• Experience partnering with cross-functional teams and external partners.
• Bachelor's degree or equivalent experience preferred.
• Flexible availability to support later day shifts and occasional weekends.

Salary and Perks

Pay range: $145K - $160K

• Remote-First Company
• Unlimited PTO
• Flexible & remote location
• Healthcare Coverage (Medical, Dental, Vision)
• 401k & bonus
• Registered Dietitian Sessions