Director, Member Engagement (Healthcare)

TL;DR

Director, Member Engagement (Healthcare): Leading a high-volume member engagement call center to drive health actions and improve Medicare Advantage metrics with an accent on conversion, performance management, and operational excellence. Focus on optimizing call flows, coaching team leads, and ensuring strict regulatory compliance within a high-objection environment.

Location: Onsite in Houston, Texas (not a hybrid role); relocation is possible.

Salary: $150,000 - $175,000 USD

Company

hirify.global is reinventing health insurance by combining data with human empathy to provide personalized care and improve member outcomes through custom software and analytics.

What you will do

• Own the operational scorecard, managing metrics such as adherence, occupancy, conversion, AHT, and quality.
• Build playbooks for member engagement, focusing on overcoming resistance and guiding members toward health actions.
• Audit and optimize call flows, escalation paths, and QA frameworks to eliminate operational drift.
• Partner with L&D and Compliance to ensure all agents are licensed, trained, and utilizing AI-assisted tools.
• Design competitive compensation and recognition structures that drive the right member-centric behaviors.
• Lead and develop supervisors and team leads, maintaining a high-performing and accountable workforce.

Requirements

• Must be based in or willing to relocate to Houston, Texas.
• 7+ years of experience leading high-volume call center operations.
• 3+ years of experience owning performance metrics in complex, high-objection environments (e.g., insurance, annuities).
• Proven ability to build and scale teams with a focus on retention and accountability.
• Experience operating in regulated environments; Medicare Advantage, Stars, HEDIS, or HRA experience is a strong plus.
• Ability to lead with integrity and treat compliance (CMS, TCPA) as non-negotiable.

Culture & Benefits

• Competitive base salary, equity opportunities, and performance-based bonus program.
• Comprehensive medical, dental, and vision coverage for employees and their families.
• 401k matching and Employee Stock Purchase Plan (ESPP).
• Wellness initiatives including No-Meeting Fridays, monthly company holidays, and flexible time-off.
• Professional development funding, mentorship programs, and regular performance reviews.
• Practical perks including reimbursement for office setup and monthly cell phone/internet stipends.