foodsmart - Director, Member Support

• Strategy & Vision • Define the vision, operating model, and multi-year roadmap for Member Support, aligned to Foodsmart's growth and to the needs of Medicaid, Medicare Advantage, and employer partners. • Own the staffing and capacity model across part-time and full-time 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 to improve efficiency and the member experience. • Own the roadmap and rapid adoption of AI in Member Support, including AI agents, AI-assisted ticket handling, and automated QA, to improve service level, resolution time, and cost per contact. • Set quality guardrails for AI, including accuracy reviews, escalation rules, and ongoing monitoring, and make sure AI workflows and vendors meet HIPAA, PII, and PHI requirements. • Leadership & Talent Development • Lead, coach, and develop three Member Support leaders, holding them accountable for team performance and for building high-performing teams of their own. • Set clear expectations, goals, and career paths for the department, and establish a consistent rhythm of coaching, feedback, and performance reviews. • Oversee hiring, onboarding, and ongoing training for Representatives, including 30/60/90-day ramp milestones, partnering with Recruiting and People teams. • Foster a high-trust, high-accountability culture that balances empathy with resilience, and model our values of Customer First, Make It Happen, and One Team. • Performance & Quality Management • Define, track, and report on department KPIs, including call volume, service level, abandonment and missed-call rate, ticket resolution time, first-contact resolution, quality scores, and member satisfaction (CSAT/NPS). • Establish and maintain an automated QA review program with consistent call and ticket reviews, calibration, and timely feedback. • Use data to spot trends, performance gaps, and coaching opportunities, and act on them quickly. • Ensure the team meets service level expectations and compliance requirements, including HIPAA and the handling of PII and PHI. • Escalation & Member Advocacy • Serve as the highest level of escalation for complex, sensitive, or high-visibility member issues, including grievances, accommodations, and partner-raised concerns. • Ensure escalations are triaged quickly, routed appropriately, and resolved with ownership and clear follow-up. • Champion the member voice across the company, translating member feedback and contact drivers into clear recommendations for leadership. • Cross-Functional & Partner Collaboration • Partner with Clinical Ops, Food Ops, Product, Engineering, Referrals, Account Management, and other teams to resolve member and operational issues and reduce repeat contacts. • Work with external partners, such as health plans and food and grocery vendors, to address service concerns and align on support processes and SLAs. • Present Member Support performance, insights, and priorities to executive leadership and, as needed, to client and health plan partners. • Process & Operations • Identify process gaps and inefficiencies, and drive improvements that reduce escalations, handle time, and missed calls. • Keep knowledge bases, scripts, workflows, and documentation accurate and current as services and benefits change. • Balance live call coverage with ticket queue management, adapting quickly as workflows, programs, and implementations evolve. • A people-first leader: Genuinely invested in the growth of your leads and their teams, with a coaching mindset and the judgment to balance development with accountability. • A strategic thinker and operator: Able to set a long-term vision for support while running a high-volume operation day to day. • Data-driven: Comfortable using metrics, QA results, and member feedback to make decisions, tell a clear story, and drive change. • A clear, professional communicator: Able to adapt your tone and message across members, Representatives, peers, executives, and external partners, in speaking and in writing. • Empathetic but resilient: Understanding of member and employee frustration, while able to hold a high standard and a hard line when needed. • Accountable and consistent: You hold yourself and your team to a high standard, and you follow through on commitments and metrics. • Collaborative, yet independent: Comfortable partnering across functions while making sound decisions on your own. • Transparent with discretion: You communicate limitations, risks, and scope openly and to the right people at the right time. • Adaptable: You pivot and course-correct in real time as programs, processes, and priorities change.Comfortable giving and receiving feedback: With your team, your peers, and senior leadership. • The department consistently meets or exceeds service level, quality, resolution, and member satisfaction targets. • Member Support Leads are strong coaches, with Representatives showing measurable improvement and a healthy, accountable team culture. • Staffing and scheduling cover member demand, including evenings and weekends, without burning out the team. • Escalations are triaged quickly and routed appropriately, with fewer unresolved member issues and fewer repeat contacts. • Member feedback and contact trends are turned into improvements to product, process, and partner operations, and shared regularly with leadership. • Member Support is recognized across Foodsmart and by our partners as a trusted, reliable, and compliant extension of the member experience.