Director of Member Success

ABOUT ANDEL Andel is a cooperative digital marketplace that enables plan sponsors to deliver affordable access to high-spend specialty medications, including GLP-1s and biologics, outside traditional pharmacy benefits.. POSITION OVERVIEW Andel is seeking a Director of Member Success to lead the development and delivery of an exceptional member support experience for patients managing complex, chronic conditions. This person will combine hands-on member support leadership with technology, analytics, and member research to help Andel anticipate needs, resolve issues quickly, and continuously improve its platform. The Director will establish scalable customer service processes, create reporting and dashboards, support the development of an automated chatbot, and ensure that member feedback informs product and user interface decisions. This is a highly collaborative role that will work across product, engineering, operations, marketing, and client-facing teams. This is a hands-on role which will leverage significant cutting-edge technologies in AI, pharmacy, and beyond. We want creative thinkers who are not afraid to push the boundaries of what’s possible in order to create an exceptional member and plan experience. KEY RESPONSIBILITIES MEMBER SUPPORT AND ISSUE RESOLUTION - Lead Andel’s customer service strategy and day-to-day member support operations. - Assist members with questions related to eligibility, enrollment, medication access, payments, orders, receipts, and the Andel platform. - Proactively identify and respond to member issues before they become larger problems. - Establish clear escalation procedures for complex or urgent member concerns. - Ensure that members receive timely, accurate, and empathetic support. - Develop service standards, response-time expectations, and quality assurance processes. - Help prepare member support operations for new employer implementations and periods of increased member activity. MEMBER FEEDBACK AND USER RESEARCH - Establish consistent methods for collecting, organizing, and analyzing member feedback. - Conduct or support member interviews, surveys, usability testing, and other user research. - Partner with product and design teams to evaluate the member experience and improve the user interface. - Translate member feedback into clear recommendations for product, operational, and communication improvements. - Identify recurring questions, areas of confusion, and points of friction throughout the member journey. - Represent the voice of the member in internal planning and product discussions. REPORTING AND MEMBER SUPPORT DASHBOARD - Build and maintain a member support dashboard that provides visibility into support volume, response times, resolution times, member satisfaction, issue categories, and recurring trends. - Define and monitor key member support performance indicators. - Use HubSpot to manage member inquiries, workflows, reporting, and service documentation. - Create regular reports for leadership and cross-functional teams. - Use service data to identify opportunities for automation, education, and platform improvements. AUTOMATION AND CHATBOT DEVELOPMENT - Help design and implement an automated chatbot that provides members with accurate and useful support. - Identify frequently asked questions and service interactions that are appropriate for automation. - Develop chatbot content, conversation flows, escalation rules, and quality standards. - Partner with product, engineering, compliance, and operations teams to integrate automated support into the member experience. - Regularly review chatbot performance and update responses based on member needs and feedback. - Ensure members can easily reach a person when an issue cannot be resolved through automation. TEAM AND PROCESS DEVELOPMENT - Create member support playbooks, standard operating procedures, response templates, and training materials. - Build a searchable knowledge base for members and internal teams. - Evaluate and recommend member support tools and technologies. - Support the hiring, training, and management of additional member support team members as Andel grows. - Promote a culture of accountability, empathy, responsiveness, and continuous improvement. QUALIFICATIONS REQUIRED QUALIFICATIONS - Bachelor’s degree - 7 to 10 years of experience in customer service, customer experience, member services, customer success, or a related field. - Experience leading customer service operations, programs, or teams in the healthcare space. - GLP-1, pharmacy benefit, voluntary benefit, or specialty drug experience. - Demonstrated experience using HubSpot, including its service, ticketing, workflow, reporting, or CRM capabilities. - Experience creating customer service dashboards, performance reports, and operational metrics. - Experience collecting customer feedback and applying insights to product or process improvements. - Proven track record in high-growth, venture-backed startups—particularly those in pre-product-market fit stages—with a focus on scaling operations across multiple roles. - Deep understanding of HIPAA compliance, Surescripts processes, and the logic governing eligibility files within strictly regulated sectors. - Ability to work effectively across product, engineering, operations, marketing, and client-facing teams. - Experience in healthcare, pharmacy, employee benefits, digital health, or a regulated industry. PREFERRED QUALIFICATIONS - Experience supporting consumers or health plan members. - Experience with chatbot development, conversational design, artificial intelligence tools, or customer service automation. - Familiarity with user experience research, usability testing, and digital product development. - Experience building a customer service function or scaling support operations. - Knowledge of privacy, security, and compliance considerations related to healthcare information. SUCCESS IN THIS ROLE Success will be measured by the Director’s ability to: - Deliver a responsive, empathetic, and reliable member support experience. - Improve member satisfaction and reduce response and resolution times. - Identify and resolve recurring issues across the member journey. - Create clear visibility into member support performance and trends. - Establish scalable processes that support Andel’s growth. - Increase the percentage of routine questions resolved through self-service and automation. - Turn member feedback into meaningful improvements to Andel’s platform, communications, and operations.