Member Care Excellence Lead (AI)

Location: New York; hybrid. The role supports member care operations across the EU, UK, and US.

Salary: $146,250–$178,750 annually, plus equity.

Company

hirify.global provides proactive, data-driven preventative healthcare through non-invasive technology and direct clinical care.

What you will do

• Set the Member Care Excellence vision, strategy, and roadmap within the wider Operations architecture.
• Build and implement QA rubrics, calibration processes, onboarding, certification, and train-the-trainer programs.
• Connect QA findings to coaching, training curricula, and content improvements.
• Establish global and region-specific macros, FAQs, and Help Center content with clear ownership and localization.
• Apply AI to quality scoring, coaching insights, training, and knowledge management while keeping humans responsible for care and judgment.
• Lead day-to-day Member Care Excellence performance in partnership with the Director of Member Care.

Requirements

• 8+ years of experience building or scaling Training and/or QA functions, preferably in contact centers or member support.
• Senior leadership experience across multiple regions, including the EU, UK, and US, with multilingual support teams.
• Experience defining service-quality strategy and converting it into an executable roadmap.
• Experience designing training, certification, QA, coaching, and content systems across different cultural and regulatory contexts.
• Hands-on AI fluency in support operations, such as AI-assisted QA, knowledge management, or agent enablement.
• Understanding of healthcare or other high-trust, regulated member interactions, plus familiarity with Zendesk Guide, Confluence, or similar tools.

Nice to have

• Experience in healthcare, healthtech, or a premium, high-touch service brand.
• Experience building a QA or Training function from scratch.
• Track record of making service quality a business differentiator.

Culture & Benefits

• Hybrid work in New York.
• Equity is included in the compensation package.
• Work on preventative healthcare designed to help people live longer and healthier lives.
• Operate across EU, UK, and US markets while combining one global standard with regional expertise.