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Director, Member Support at Foodsmart. Location Information: United States. Foodsmart is the largest telehealth network of registered dietitians in the country with a mission to make eating well simple.. 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.. 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.. Pay range:. $145K - $160K. Remote-First Company. Unlimited PTO. Flexible & remote location. Healthcare Coverage (Medical, Dental, Vision). 401k & bonus. Registered Dietitian Sessions