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FoodsmartDirector, Member Support
Foodsmart is a prominent foodcare platform in the United States that combines clinical nutrition care, behavior change tools, and food benefits to enhance member health outcomes…
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About this role
Director, Member Support at Foodsmart is a full-time role. Work arrangement: Remote. Location: Applicants in United States only. The listed pay is USD 145,000 - 160,000/yr. It was posted on Oct 27, 2026. This listing is paused and not taking applications at the moment.
Job Description
Foodsmart is a prominent foodcare platform in the United States that combines clinical nutrition care, behavior change tools, and food benefits to enhance member health outcomes and reduce healthcare costs. The company connects over 3 million members—including those in employer-sponsored plans, Medicaid managed care, Medicare Advantage, and commercial insurance—with personalized nutrition guidance, dietary assessments, and affordable meal planning. Foodsmart seeks a Director of Member Support to manage the entire member support operation, overseeing strategy, team performance, and the individuals handling inquiries, tickets, and escalations.
In this position, the director will lead a staff of part-time and full-time Member Support Representatives through three direct reports. Responsibilities include defining the operational roadmap, establishing staffing and scheduling models for extended and weekend coverage, managing the department budget, and driving the adoption of artificial intelligence solutions such as AI agents and automated quality assurance while adhering to HIPAA and privacy standards. This role suits an experienced support leader with a background in regulated industries who can balance empathy with accountability.
Responsibilities
- Establish the multi-year strategy and operating model for Member Support to serve Medicaid, Medicare Advantage, and employer partners
- Oversee capacity planning, forecasting, scheduling, and coverage for evening and weekend operating hours
- Manage department budgeting and build business cases for new headcount, software, and technology investments
- Evaluate and implement contact center, ticketing, workforce management, and quality assurance tools
- Lead the rapid deployment of artificial intelligence tools such as AI agents and automated ticket handling
- Supervise, mentor, and evaluate three Member Support leaders while overseeing hiring, onboarding, and training programs
- Track and report key performance indicators including service levels, ticket resolution times, CSAT, and NPS
- Act as the primary escalation point for complex or high-visibility member complaints and partner concerns
- Partner cross-functionally with clinical, product, engineering, and account management teams to resolve operational issues
- Maintain up-to-date knowledge bases, workflows, and documentation as benefit programs evolve
Requirements
- At least 8 years of experience in customer support, member services, or care coordination
- At least 4 years of experience leading and managing teams, including managers or team leads
- Experience operating a remote, high-volume contact center or case management operation with part-time and full-time personnel
- Familiarity with support metrics such as service level, abandonment rate, first-contact resolution, and CSAT or NPS
- Hands-on experience deploying AI or automation technologies in a support environment
- Background working in healthcare or another highly regulated sector with knowledge of HIPAA, PII, and PHI
- Familiarity with ticketing and contact center software platforms such as Zendesk
- Flexible availability to support evening shifts and occasional weekends
Qualifications
- Bachelor’s degree or equivalent working experience
- Experience in Medicaid, Medicare Advantage, or health plan member services
- Experience supporting food-as-medicine or benefits administration programs
- Prior familiarity with Forethought AI
Core Skills
Benefits
- Unlimited PTO
- Healthcare coverage including medical, dental, and vision
- 401k plan
- Bonus opportunities
- Registered Dietitian sessions
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for the Director, Member Support position?
The base salary range is between $145,000 and $160,000 per year, with additional bonus and benefits eligibility.
Is this position remote?
Yes, the posting indicates that the position is remote.
What type of employment is this?
This is a full-time role.
What level of experience is required for applicants?
Applicants must have at least 8 years of experience in customer support, member services, or care coordination, including a minimum of 4 years leading and managing teams.
How do I apply for this job?
The provided job posting does not specify application instructions.
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