Manager of Member Success

Manager of Member Success Redirect Health Inc Phoenix, Arizona, United States About this Position Healthcare shouldn’t be something you worry about when taking care of your family. That’s why when you join Redirect Health, your healthcare costs nothing out of your paycheck—and the same is true for your spouse and children. Who We Are 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. How We Work (Our Core Values in Action) Obsess Over People – We are always helpful, friendly, and human Own It to Completion – If we take something on, we see it through Always Improve & Adapt – We learn quickly and adjust without ego Start with “Yes, We Can Help You” – We lead with solutions Succeed as a Team – We win through trust and collaboration Detest Waste & Unnecessary Complexity – We simplify to focus on what matters About This Role The Manager of 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. What You’ll Do 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 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 Is passionate about servicing customers. Possesses a player‑coaching 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 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. #J-18808-Ljbffr Redirect Health Inc