Manager of Member Success

About This Role

The Manager for the Member Success Advocates, leads and develops a team that (a) ensures our members understand, trust, and fully utilize their healthcare benefits while continuously improves 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. 

What You’ll Do

In this role, you will:

• 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  

A strong performer in this role is known for:

• Developing high-performing teams through consistent coaching, quality assurance, and feedback on calls, emails, and documentation 

• Taking ownership of outcomes and driving improvements in both people and processes 

• Balancing empathy and accountability while navigating complex member and operational challenges 

How Success Is Measured

Success in this role is measured by:

• Member satisfaction (NPS) 

• First call resolution and issue resolution effectiveness 

• Team efficiency and productivity 

• Team fluency in benefit plans, processes, and systems 

• Improvements in quality (call, email, and documentation) and operational workflows 

What We’re Looking For

We’re looking for someone who:

• Is passionate about servicing customers.  

• 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. 

• Brings 3 to 5 years of management experience, ideally in a customer service or contact center environments 

• Has 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 

• Healthcare experience: Preferred 

• Bilingual (English/Spanish): Preferred 

• Undergraduate degree or equivalent work experience: Preferred 

Why Join Redirect Health

What “Free Healthcare” Actually Means

When we say free, we mean no money out of your paycheck and no cost when you need care:

• No monthly premiums
• No cost to add your spouse or children
• No deductibles (we reimburse them)
• No out-of-pocket maximums

This benefit alone can save families tens of thousands of dollars.

What You’ll Earn

• Salary range: $80k-$85k per year
• FREE healthcare for you and your entire family
• Dental & Vision insurance
• Paid time off & sick time
• 401(k) access
• A mission-driven team that believes in doing the right thing

Ready to Make a Difference?

If you’re looking for more than just a job—and want to help reshape how healthcare works for families—we’d love to hear from you.

Legal Stuff

Redirect Health is an Equal Opportunity Employer (EOE). Employment with Redirect Health is at-will. Nothing in this job posting or the application process creates a contract or guarantee of employment. Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities required for this role. Duties, responsibilities, and activities may change at any time with or without notice. Redirect Health does not provide employment-based visa sponsorship now or in the future for this position. Applicants must be currently authorized to work in the United States without sponsorship.