Director, Member Support Operations at When · United States · Joined
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Director, Member Support Operations
When · United States · Just now · 0 applicants
NewRemoteFull-timeManager
Pay
$150k–$170kListed
Workplace
Remote
Job type
Full-time
Level
Manager
Team: Member Support Operations · Source: jobright · Posted by joined-scrapper
About the role
Lead and scale member support operations for an enterprise health insurance decision platform, managing team quality, capacity, workflows, tools, automation, and performance reporting across internal agents and external partners.
What you’ll do
Lead and scale member services operations
Manage team quality and capacity across internal agents and external partners
Improve workflows, tools, and automation
Define KPIs and build dashboards
Turn performance data into operating decisions
Oversee quality assurance and partner agent capacity
What you’ll need
8+ years in customer support or contact center operations, including 4+ years leading teams
Hands-on with Zendesk or similar, workflow automation, reporting tools, and AI-assisted support tools
Highly analytical with experience defining KPIs, building dashboards, and using data for decisions
Experience in health care, digital health, health insurance, benefits, or another health-related setting
Experience with capacity planning and managing outsourced, partner, or 1099 agent capacity
Strong communication, emotional intelligence, early-stage hands-on mindset, familiarity with HubSpot/Metabase, QA program experience, bachelor's degree or equivalent
Original job description
When is an enterprise platform for guided health insurance decisions at qualifying life events. The Director, Member Support Operations will lead and scale member services, managing team quality and capacity while improving workflows, tools, automation, and performance reporting across internal agents and external partners.8+ years in customer support or…