Director, Member Support

About the role

Foodsmart, a digital personal nutrition expert, is looking for a Director, Member Support to define the vision, operating model and multi-year roadmap for its Member Support function, aligned to the company's growth. The role also owns staffing and capacity, builds the business case for headcount and tools, and leads the department's people and performance.

Key responsibilities

• Define the vision, operating model and multi-year roadmap for Member Support.
• Own staffing and capacity 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 adoption of AI in Member Support.
• Lead, coach and develop Member Support leaders, set expectations, goals and career paths, and oversee hiring, onboarding and training.
• Define, track and report department KPIs and present performance to executive leadership.
• Serve as escalation point for complex member issues and partner with cross-functional teams and external partners.

Required profile

• 8+ years in customer support or member services, including 4+ years leading teams.
• Experience leading a remote, high-volume contact center and building a support organization.
• Strong command of support metrics and experience deploying AI or automation in support.
• Experience in healthcare or a highly regulated industry with PII and PHI.
• Bachelor's degree or equivalent experience preferred; flexible availability for later-day shifts and occasional weekends.

Required skills

• Familiarity with call center, ticketing, QA and workforce management platforms.
• Partnering with cross-functional teams and external partners.

What we offer

• Salary range of $145K-$160K.
• Remote-first company with flexible and remote location.
• Unlimited PTO.
• Healthcare coverage (medical, dental, vision).
• 401k and bonus.
• Registered dietitian sessions.