Manager of Member Success

About the Company

Redirect Health exists to make healthcare affordable for small businesses and people who can’t afford traditional employer insurance. We help real people navigate a system that is often confusing, expensive, and frustrating—and we do it with empathy, accountability, and simplicity.

Responsibilities

• Own team performance, coaching, hiring, onboarding, and ongoing development for 6–8 Member Success Advocates
• Provide real-time guidance and resolve escalated member issues
• Collaborate with Client Success Advocates, New Client Onboarding, and internal care teams
• Improve processes, workflows, and efficiency using innovative solutions including agentic AI
• Monitor team performance and provide status updates to management
• Drive improvements in member satisfaction (NPS), first call resolution, and team productivity

Requirements

• 3 to 5 years of management experience, ideally in customer service or contact center environments
• Experience coaching teams through quality assurance, audits, and performance feedback
• Proficiency using data and exploring technology to improve processes
• Strong communication skills with a focus on empathy and accountability
• Ability to solve complex problems and improve systems

Preferred Qualifications

• Healthcare industry experience
• Bilingual (English/Spanish)
• Undergraduate degree or equivalent work experience

Benefits

• Free healthcare for you and your entire family (no premiums, no deductibles)
• Dental & Vision insurance
• Paid time off & sick time
• 401(k) access