Job Description

Pomelo is seeking a Director of Member Support to build and lead a world-class support organization focused on providing compassionate support to patients. This role involves strategic vision, team leadership, tech stack implementation, process development, cross-functional collaboration, and data-driven performance management.

Responsibilities

• Design and execute the strategic vision for Member Support
• Build and scale a world-class support organization
• Lead tech stack selection, configuration, and implementation
• Oversee creation of Standard Operating Procedures
• Partner with Clinical Operations, Product, and Engineering
• Define KPIs and build performance dashboards

Requirements

• 7+ years in Customer Support/Member Experience
• 3+ years in a leadership role
• Experience building teams
• Tech-savvy with support ticketing systems (Zendesk)
• Healthcare background (US healthcare system)
• Data-driven decision making
• Collaborative cross-functional experience

Benefits

• No benefits