Director, Member Support

About Foodsmart

Foodsmart is the leading Foodcare platform in the U.S., built to deliver nutrition-driven healthcare at scale. Powered by a national network of Registered Dietitians, Foodsmart combines personalized clinical nutrition care, behavior change tools, and food benefits to improve member health outcomes while lowering healthcare costs.

Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver sustainable health outcomes. Through our highly personalized, digital platform, we guide more than 3 million members, including those in employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers, on a tailored journey to eating well while saving time and money.

Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food. In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment helps us expand our reach, particularly to low-income workers who are disproportionately affected by diet-related diseases.

At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment:

• Customer First – You start with the member and work backwards.

• Make It Happen – You act with urgency, use data, and hold high standards.

• One Team – You collaborate with respect and commit as a group.

Whether you’re a dietitian, a commercial leader, or a technologist, working at Foodsmart means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food.

About the role

The Director of Member Support owns the member support experience end to end: the strategy, performance, and people behind every call, ticket, and escalation that reaches Foodsmart’s Member Support team. You will lead a team of part-time and full-time Member Support Representatives through three Member Support Leads, ensuring members receive accurate, empathetic, and timely help with eligibility, benefits, registration, scheduling, platform access, and their food benefits (Medically Tailored Meals, Food Boxes, and grocery benefits).

As the leader of this function, you will set the vision and operating model for Member Support, build the leaders who run the day-to-day, and turn what members tell us into insight that improves the product, the process, and our partnerships. You will balance high standards for quality, metrics, and compliance with a culture of empathy, accountability, and resilience, while handling sensitive and protected member information with the utmost care. Foodsmart is rapidly adopting AI in Member Support, including AI agents, to improve response times and meet service levels as we grow, while keeping member experience high. You will lead that adoption.

Because our team provides live member coverage into the evening and on weekends, this role requires flexibility to support extended hours and to serve as an escalation point when needed.

You will

Strategy and 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 and 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 and 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.…

Source: Jobspresso (https://jobspresso.co/job/director-member-support/)