Director, Member Support (AI)

Location: Remote, USA

Base salary: $145,000–$160,000 per year, plus bonus and benefits.

Company

hirify.global is a U.S. Foodcare platform that combines personalized clinical nutrition, behavior-change tools, food benefits, online food ordering, and meal planning to improve health outcomes and reduce healthcare costs for more than 3 million members.

What you will do

• Define the Member Support vision, operating model, multi-year roadmap, staffing model, capacity planning, budget, and technology strategy.
• Lead three Member Support Leads and oversee part-time and full-time Representatives, including hiring, onboarding, training, coaching, career development, and performance management.
• Own support KPIs, automated QA, service levels, resolution metrics, member satisfaction, compliance, and continuous performance improvement.
• Lead AI adoption in Member Support, including AI agents, AI-assisted ticket handling, and automated QA, with accuracy reviews, escalation rules, monitoring, and HIPAA, PII, and PHI controls.
• Serve as the highest escalation point for complex member issues and convert member feedback and contact trends into improvements across product, processes, and partnerships.
• Partner with Clinical Ops, Food Ops, Product, Engineering, Referrals, Account Management, health plans, and food and grocery vendors to resolve issues and improve support operations.

Requirements

• 8+ years of experience in customer support, member services, or care coordination, including 4+ years leading and managing teams, ideally managers or team leads.
• Experience leading a remote, high-volume contact center or case management operation with part-time and full-time staff and extended-hours coverage.
• Experience building and scaling a support organization through hiring, training, QA, and performance management.
• Strong command of service level, abandonment, first-contact resolution, CSAT, and NPS metrics, with experience using them to drive results.
• Hands-on experience deploying AI or automation in support operations, including AI agents, chatbots, agent assist, or automated QA, while maintaining or improving quality.
• Experience leading technology and process change and running measured, rapidly iterated pilots.
• Experience in healthcare or another highly regulated industry, handling PII and PHI, with working knowledge of HIPAA.
• Familiarity with call center, ticketing, QA, and workforce management platforms, such as Zendesk.
• Experience partnering with cross-functional teams and external partners and presenting to executive leadership.
• Bachelor’s degree or equivalent experience preferred; flexible availability for later-day shifts and occasional weekends is required.

Nice to have

• Experience in Medicaid, Medicare Advantage, or health plan member services.
• Experience supporting food-as-medicine, benefits administration, or similar programs.
• Prior experience with Zendesk and/or Forethought AI.

Culture & Benefits

• Remote-first company with flexible remote location.
• Unlimited paid time off.
• Medical, dental, and vision coverage.
• 401(k), bonus, and Registered Dietitian sessions.
• Culture centered on Customer First, Make It Happen, and One Team.