Manager of Member Success

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.

No monthly premiumsNo deductiblesNo surprise medical bills

Most team members avoid tens of thousands of dollars in healthcare costs compared to traditional health plans.This isn’t a perk.It’s part of our mission.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.If you want your work to matter to families every single day, you’ll find purpose here.How We Work (Our Core Values in Action)

At Redirect Health, our values guide how we show up for each other, our clients, and our members.We do our best work when we:

Obsess Over People – We are always helpful, friendly, and humanOwn It to Completion – If we take something on, we see it throughAlways Improve & Adapt – We learn quickly and adjust without egoStart with “Yes, We Can Help You” – We lead with solutionsSucceed as a Team – We win through trust and collaborationDetest Waste & Unnecessary Complexity – We simplify to focus on what mattersAbout 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 challengesHow 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 workflowsWhat 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: PreferredWhy Join Redirect Health

What “Free Healthcare” Actually MeansWhen we say free, we mean no money out of your paycheck and no cost when you need care:

No monthly premiumsNo cost to add your spouse or childrenNo deductibles (we reimburse them)No out-of-pocket maximums

This benefit alone can save families tens of thousands of dollars.What You’ll EarnSalary range: $80k-$85k per yearFREE healthcare for you and your entire familyDental & Vision insurancePaid time off & sick time401(k) accessA mission-driven team that believes in doing the right thingReady 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.PI834b1cff4a30-26172-40414758