ulliDefine the vision, operating model, and multi-year roadmap for Member Support, aligned to Foodsmart's growth. /liliOwn the staffing and capacity model across Representatives, including forecasting, scheduling, and coverage for evening and weekend hours. /liliBuild the business case for headcount, tools, and technology, and manage the department budget. /liliEvaluate and implement call center, ticketing, QA, and workforce management tools. /liliOversee the roadmap and rapid adoption of AI in Member Support. /liliLead, coach, and develop Member Support leaders, holding them accountable for team performance. /liliSet expectations, goals, and career paths for the department. /liliOversee hiring, onboarding, and training for Representatives. /liliDefine, track, and report on department KPIs. /liliServe as an escalation point for complex member issues. /liliPartner with cross-functional teams and external partners to resolve issues. /liliPresent Member Support performance and insights to executive leadership. /liliIdentify process gaps and drive improvements. /li /ululliDefine the vision, operating model, and multi-year roadmap for Member Support, aligned to Foodsmart's growth. /liliOwn the staffing and capacity model across Representatives, including forecasting, scheduling, and coverage for evening and weekend hours. /liliBuild the business case for headcount, tools, and technology, and manage the department budget. /liliEvaluate and implement call center, ticketing, QA, and workforce management tools. /liliOversee the roadmap and rapid adoption of AI in Member Support. /liliLead, coach, and develop Member Support leaders, holding them accountable for team performance. /liliSet expectations, goals, and career paths for the department. /liliOversee hiring, onboarding, and training for Representatives. /liliDefine, track, and report on department KPIs. /liliServe as an escalation point for complex member issues. /liliPartner with cross-functional teams and external partners to resolve issues. /liliPresent Member Support performance and insights to executive leadership. /liliIdentify process gaps and drive improvements. /li /ulh3Experience /h3ulli8+ years of experience in customer support or member services, including 4+ years leading teams. /liliExperience leading a remote, high-volume contact center. /liliTrack record of building and scaling a support organization. /liliStrong command of support metrics and experience using them to drive results. /liliExperience deploying AI or automation in a support operation. /liliExperience in healthcare or a highly regulated industry with PII and PHI. /liliFamiliarity with call center, ticketing, QA, and workforce management platforms. /liliExperience partnering with cross-functional teams and external partners. /liliBachelor's degree or equivalent experience preferred. /liliFlexible availability to support later day shifts and occasional weekends. /li /ulh3Salary and Perks /h3bPay range: /b $145K - $160KulliRemote-First Company /liliUnlimited PTO /liliFlexible remote location /liliHealthcare Coverage (Medical, Dental, Vision) /lili401k bonus /liliRegistered Dietitian Sessions /li /ulh3About Foodsmart /h3pA digital personal nutrition expert. /p #J-18808-Ljbffr
Director, Member Support Arbeitgeber: Foodsmart
Als Arbeitgeber bieten wir eine dynamische und unterstützende Arbeitsumgebung, die auf Zusammenarbeit und Innovation ausgerichtet ist. Unsere Mitarbeiter profitieren von umfangreichen Weiterbildungsmöglichkeiten und einer klaren Karriereentwicklung, während sie an spannenden Projekten in einem schnell wachsenden Umfeld arbeiten. Zudem fördern wir eine Kultur der technischen Exzellenz und des Wissensaustauschs, was unseren Standort zu einem attraktiven Ort für talentierte Data Engineers macht.
