Manager of Member Success
About The Position
The Manager for the Member Success Advocates leads and develops a team that ensures our members understand, trust, and fully utilize their healthcare benefits while continuously improving the processes that drive a high-quality member experience. The Member Success Advocate team is an integral part of the Customer Success Team. Working with Customer Success Advocates, New Client Onboarding and Customer Success Operations, the department engages across Redirect Health’s clients, members and brokers, to provide simple, truly affordable, healthcare for everyone.
Requirements
- Possesses a player-coach mentality with a bias towards hands-on work and get-things-done - enjoys talking with customers as much as developing processes or monitoring performance spreadsheets.
- 3 to 5 years of management experience, ideally in a customer service or contact center environments
- Experience coaching teams through quality assurance, audits, and performance feedback
- Communicates clearly and leads with empathy and accountability
- Takes ownership and drives both team and operational outcomes
- Enjoys solving complex problems and improving systems
- Works effectively across teams and functions
- Is proficient using data and exploring technology (including AI) to improve processes
Nice To Haves
- Healthcare experience
- Bilingual (English/Spanish)
- Undergraduate degree or equivalent work experience
Responsibilities
- Own: Team performance, coaching, hiring, onboarding, and ongoing development for a team of 6–8 Member Success Advocates
- Support: Your team by providing real-time guidance, resolving escalated member issues, and ensuring strong benefit knowledge and execution
- Collaborate with: Client Success Advocates, New Client Onboarding, and internal care teams to ensure alignment and a seamless member experience
- Improve: Processes, workflows, and efficiency by identifying trends, reducing friction, and applying innovative solutions, including agentic AI
- Advocate for: Members and your team by ensuring feedback is represented across the organization and that member needs are consistently met
- Manage: the team via monitoring of performance and providing status updates to management
Benefits
- No monthly premiums
- No cost to add your spouse or children
- No deductibles (we reimburse them)
- No out-of-pocket maximums
- FREE healthcare for you and your entire family
- Dental & Vision insurance
- Paid time off & sick time
- 401(k) access
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
Number of Employees
11-50 employees
