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Foodsmart

Director, Member Support

Foodsmart

. Define the vision, operating model, and multi-year roadmap for Member Support .

Posted 10/26/2026full-timeRemote • United StatesLead💰 $145,000 - $160,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading and scaling member support operations, with a strong focus on AI integration, compliance with HIPAA and PII regulations, and performance management through key metrics. Proven ability to collaborate with cross-functional teams and present insights to executive leadership.

Highest-signal resume keywords
AI IntegrationHIPAA CompliancePerformance ManagementContact Center LeadershipCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer Support ManagementCapacity PlanningKPI TrackingProcess ImprovementTeam LeadershipForecastingBudget ManagementAutomation DeploymentQuality AssuranceTraining and Development
Soft Skills
CoachingCommunicationProblem-SolvingFeedback DeliveryEscalation Management
Tools & Technologies
ZendeskWorkforce Management ToolsTicketing SystemsAI AgentsChatbots
Industry Keywords
HealthcareMember ServicesPII HandlingPHI HandlingMedicaidMedicare Advantage

About the role

Key responsibilities & impact
  • Define the vision, operating model, and multi-year roadmap for Member Support
  • Own staffing and capacity planning, forecasting, scheduling, and evening/weekend coverage
  • Build business cases for headcount, tools, and technology, and manage the department budget
  • Evaluate and implement call center, ticketing, QA, and workforce management tools
  • Lead adoption of AI agents, AI-assisted ticket handling, and automated QA
  • Set AI quality guardrails and ensure HIPAA, PII, and PHI compliance
  • Lead, coach, and develop three Member Support leaders
  • Oversee hiring, onboarding, training, coaching, feedback, and performance reviews
  • Define, track, and report department KPIs including service level, abandonment, resolution time, quality, CSAT, and NPS
  • Serve as the highest level of escalation for complex and sensitive member issues
  • Champion member feedback and translate contact drivers into recommendations
  • Collaborate with Clinical Ops, Food Ops, Product, Engineering, Referrals, Account Management, health plans, and food and grocery vendors
  • Present performance, insights, and priorities to executive leadership and partners
  • Drive process improvements, maintain knowledge bases and workflows, and balance live call coverage with ticket queue management

Requirements

What you’ll need
  • 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
  • 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, such as AI agents, chatbots, agent assist, or automated QA
  • Experience leading teams through technology and process change, and running measured, rapidly iterated pilots
  • Experience in healthcare or another highly regulated industry, with experience handling PII and PHI and a working knowledge of HIPAA
  • Familiarity with call center, ticketing, QA, and workforce management platforms, such as 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 later day shifts and occasional weekends
  • Nice to have: experience in Medicaid, Medicare Advantage, or health plan member services; food-as-medicine, benefits administration, or similar programs; Zendesk and/or Forethought AI

Benefits

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