Manager, Member Support (MedTech)

TL;DR

Manager, Member Support (MedTech): Overseeing team performance, operational strategy, and organizational effectiveness for a member support team with an accent on KPI monitoring, staffing planning, and leadership development. Focus on scaling the support function, driving cross-functional alignment, and implementing scalable operational improvements.

Location: Remote (US)

Company

hirify.global is an AI operating system for health designed to empower individuals through advanced diagnostics, biomarker testing, and AI-enabled insights.

What you will do

• Lead and manage a team of support agents, including Leads and Senior MSAs, owning their performance and professional growth.
• Monitor and report on KPIs and member contact trends to drive operational outcomes for the Generalist Team.
• Develop week-to-week and long-term staffing strategies and workload planning in coordination with WFM.
• Identify and execute process improvements to streamline workflows and increase operational efficiency.
• Partner with internal teams and the Senior Manager to align initiatives with OKRs and the product roadmap.

Requirements

• Must be based in the US.
• Proven experience managing and developing other leaders (Leads or Senior contributors).
• Strong background in operational judgment and systems-oriented thinking to diagnose root causes.
• Ability to own team-level outcomes and implement formal performance management plans.
• Excellent written and verbal communication skills with the ability to execute a specific brand voice.
• Ability to operate autonomously and prioritize competing demands.

Culture & Benefits

• Competitive salary and benefits package.
• Flexible working hours and a dynamic, innovative work environment.
• Culture of ruthless prioritization and radical ownership.
• Mission-driven environment focused on revolutionizing global health.
• Inclusive and equitable workforce commitment.