Director of Member Support
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Job Summary
Leading the member support experience, the full-time Director of Member Support will manage strategy, performance, and a team of representatives to ensure timely and empathetic assistance for members regarding eligibility, benefits, and food support, all while working remotely.
Key responsibilities
- Define the vision and operating model for Member Support, including staffing, capacity, and AI adoption
- Lead and develop Member Support leaders, ensuring high performance and accountability within the team
- Track and report on department KPIs, addressing performance gaps and driving improvements in member satisfaction
Required qualifications
- 8+ years of experience in customer support or member services, with 4+ years in a leadership role
- Experience managing a remote, high-volume contact center or case management operation
- Strong command of support metrics and experience using them to drive results
- Hands-on experience with AI or automation in a support operation
- Bachelor's degree or equivalent experience preferred
Complete Job Description
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