Director, Member Support position at Pomelo Care.| United States Of America

Pomelo Care Director, Member Support

Experience: 7-years

Pattern: full-time

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United States Of America

About us Pomelo Care is the national leader in evidence-based healthcare for women and children. We deliver personalized, high-quality clinical interventions from reproductive care and pregnancy, infant care and pediatrics, to hormonal health through perimenopause and menopause, with long-term preventive care and condition management. Our model delivers 24/7 multispecialty care to address the medical, behavioral, and social factors that most significantly impact outcomes for women and children. We partner with payers, employers, and providers to expand access to quality healthcare across the system.Role Description Your North Star: Build and scale a world-class Member Support organization from the ground up that acts as the compassionate first line of defense for our patients. In this role, you will sit within the Market Operations organization and own the strategic vision for Member Support outside of clinical care. Your mandate includes defining the organizational structure, overseeing the implementation of the support technology stack, and driving operational excellence. You will establish rigorous performance standards, utilizing data to manage SLAs and optimize CSAT and NPS, ensuring a high-quality, measurable member experience. Key Responsibilities: Build the Foundation: Design and execute the strategic vision for the Member Support function, taking it from a concept to a fully operational department. This includes assessing current internal capabilities structuring workflows to support best in class member support. Team Leadership: Build and scale a world-class support organization. Define the long-term talent strategy, recruit for key positions, and mentor the team to foster a cohesive culture of empathy, urgency, and problem-solving. Tech Stack Implementation: Lead the selection, configuration, and implementation of our support infrastructure as well as evaluate existing tools like Zendesk. Leverage experience with similar systems to architect workflows. Process Development: Oversee the creation and documentation of comprehensive Standard Operating Procedures (SOPs) for patient inquiries, ensuring consistency in how we handle eligibility checks, scheduling, and general questions. Cross-Functional Collaboration: Partner closely with Clinical Operations, Product, and Engineering to ensure patient feedback loops are closed and that support workflows integrate seamlessly with clinical care pathways. Data & Analytics: Define key performance indicators (KPIs) such as response time, resolution time, and CSAT/NPS. Build dashboards to monitor team performance and identify trends in patient needs. Who you are 7+ years of experience in Customer Support or Member Experience contact center environment, with at least 3+ years in a leadership role. A Builder & a Coach: You have experience building teams from the ground up but are equally comfortable inheriting, coaching, and upskilling existing team members shifting into new roles. Tech-Savvy: You have hands-on experience implementing and optimizing support ticketing systems. Specific experience implementing and customizing Zendesk is a strong plus. Healthcare Background: You understand the complexities of the US healthcare system (insurance eligibility, referrals, HIPAA compliance) and bring a patient-first mindset to every interaction. Data-Driven: You are proficient in using data to make decisions, capacity plan, and drive operational efficiency. Collaborative: You have a track record of working cross-functionally with clinical teams, product managers, and operators. Why you should join our team By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the patients we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it. We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first. We also offer: Competitive healthcare benefits Generous equity compensation Unlimited vacation Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship) At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status. Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Pomelo Care. In accordance with New York City, Colorado, California, and other applicable laws, Pomelo Care is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is $155,000 - $185,000. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.Potential Fraud Warning Please be cautious of potential recruitment fraud. With the increase of remote work and digital hiring, phishing and job scams are on the rise with malicious actors impersonating real employees and sending fake job offers in an effort to collect personal or financial information. Pomelo Care will never ask you to pay a fee or download software as part of the interview process with our company. Pomelo Care will also never ask for your personal banking or other financial information until after you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All official communication with Pomelo Care People Operations team will come from domain email addresses ending in @pomelocare.com. If you receive a message that seems suspicious, we encourage you to pause communication and contact us directly at careers@pomelocare.com to confirm its legitimacy. For your safety, we also recommend applying only through our official Careers page. If you believe you have been the victim of a scam or identity theft, please contact your local law enforcement agency or another trusted authority for guidance.

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Director, Member Support job opportunity at Pomelo Care.

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