- Define the vision, operating model, and multi-year roadmap for Member Support, aligned to Foodsmart's growth.
- Own the staffing and capacity model 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 roadmap and rapid adoption of AI in Member Support.
- Lead, coach, and develop Member Support leaders, holding them accountable for team performance.
- Set expectations, goals, and career paths for the department.
- Oversee hiring, onboarding, and training for Representatives.
- Define, track, and report on department KPIs.
- Serve as an escalation point for complex member issues.
- Partner with cross-functional teams and external partners to resolve issues.
- Present Member Support performance and insights to executive leadership.
- Identify process gaps and drive improvements.
- Define the vision, operating model, and multi-year roadmap for Member Support, aligned to Foodsmart's growth.
- Own the staffing and capacity model 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 roadmap and rapid adoption of AI in Member Support.
- Lead, coach, and develop Member Support leaders, holding them accountable for team performance.
- Set expectations, goals, and career paths for the department.
- Oversee hiring, onboarding, and training for Representatives.
- Define, track, and report on department KPIs.
- Serve as an escalation point for complex member issues.
- Partner with cross-functional teams and external partners to resolve issues.
- Present Member Support performance and insights to executive leadership.
- Identify process gaps and drive improvements.
Experience
- 8+ years of experience in customer support or member services, including 4+ years leading teams.
- Experience leading a remote, high-volume contact center.
- Track record of building and scaling a support organization.
- Strong command of support metrics and experience using them to drive results.
- Experience deploying AI or automation in a support operation.
- Experience in healthcare or a highly regulated industry with PII and PHI.
- Familiarity with call center, ticketing, QA, and workforce management platforms.
- Experience partnering with cross-functional teams and external partners.
- Bachelor's degree or equivalent experience preferred.
- Flexible availability to support later day shifts and occasional weekends.
Salary and Perks
Pay range: $145K - $160K
- Remote-First Company
- Unlimited PTO
- Flexible & remote location
- Healthcare Coverage (Medical, Dental, Vision)
- 401k & bonus
- Registered Dietitian Sessions
About Foodsmart
A digital personal nutrition expert.
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Director, Member Support in Fully 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.
