Director, Member Support

Operations Full-Time About Foodsmart: Foodsmart is the leading Foodcare platform in the U.S., built to deliver nutrition-driven healthcare at scale. Powered by a national network of Registered Dietitians, Foodsmart combines personalized clinical nutrition care, behavior change tools, and food benefits to improve member health outcomes while lowering healthcare costs. Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver sustainable health outcomes. Through our highly personalized, digital platform, we guide more than 3 million members—including those in employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers—on a tailored journey to eating well while saving time and money. Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food. In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment helps us expand our reach, particularly to low-income workers who are disproportionately affected by diet-related diseases. At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment: 👥 Customer First - You start with the member and work backwards. 🚀 Make It Happen - You act with urgency, use data, and hold high standards. 🤝 One Team - You collaborate with respect and commit as a group. Whether you're a dietitian, a commercial leader, or a technologist, working at Foodsmart means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food. About the Role: The Director of Member Support owns the member support experience end to end: the strategy, performance, and people behind every call, ticket, and escalation that reaches Foodsmart's Member Support team. You will lead a team of part-time and full-time Member Support Representatives through three Member Support Leads, ensuring members receive accurate, empathetic, and timely help with eligibility, benefits, registration, scheduling, platform access, and their food benefits (Medically Tailored Meals, Food Boxes, and grocery benefits). As the leader of this function, you will set the vision and operating model for Member Support, build the leaders who run the day-to-day, and turn what members tell us into insight that improves the product, the process, and our partnerships. You will balance high standards for quality, metrics, and compliance with a culture of empathy, accountability, and resilience, while handling sensitive and protected member information with the utmost care. Foodsmart is rapidly adopting AI in Member Support, including AI agents, to improve response times and meet service levels as we grow, while keeping member experience high. You will lead that adoption. Because our team provides live member coverage into the evening and on weekends, this role requires flexibility to support extended hours and to serve as an escalation point when needed.