About The RoleThe Director of Member Advocate Services is a senior operational and people leader responsible for the strategy, performance, and scalability of NOCD's Member Advocate Services Team. This role oversees Support Specialists (also known as Member Advocates), ensuring that every Member interaction reflects NOCD's commitment to empathy, access to care, and exceptional VIP-level service.
This leader will own the end-to-end Member support experience: from staffing and workforce planning to tooling, training, quality assurance, and cross-functional collaboration. They will act as the highest-level escalation point for complex or sensitive Member concerns and will drive continuous improvement across workflows, systems, and service standards.
The ideal candidate blends operational excellence with a deeply human-centered approach-someone who can build scalable systems while never losing sight of the individual behind each ticket.
What You'll Do- Lead and develop Member Advocate Managers overseeing Support Specialists, fostering a culture of empathy, accountability, and high performance.
- Own the strategy, structure, and scalability of Member Advocate Services, including workforce planning, hiring, and coverage models.
- Establish and monitor key performance indicators (e.g., response times, resolution rates, CSAT/NPS, quality metrics) and drive continuous improvement.
- Serve as the highest-level escalation point for complex, sensitive, or high-risk Member concerns, ensuring timely and thoughtful resolution.
- Own support tooling and systems (CRM, phone, text, chat, documentation), partnering cross-functionally to optimize workflows and data integrity.
- Design and oversee training, quality assurance, SOPs, and playbooks to ensure consistent, compliant, and compassionate service.
- Partner cross-functionally with other internal teams to resolve systemic Member issues.
- Analyze Member feedback and inquiry trends to proactively identify pain points and implement solutions.
- Ensure adherence to HIPAA, privacy, and confidentiality standards across all support operations.
- Represent the Member Support function in leadership discussions and contribute to broader company initiatives.
RequirementsRequired- 7+ years of experience in customer support, member services, or patient experience.
- 3+ years of people leadership experience, including managing managers.
- Proven experience building and scaling support or service operations while minimizing operating expenses
- Strong operational and analytical skills with a data-driven mindset.
- Exceptional communication and conflict resolution skills.
- High emotional intelligence and comfort working with vulnerable populations.
- Experience owning tools, workflows, and system implementations.
- Strong understanding of HIPAA and healthcare compliance standards.
Preferred- Experience in healthcare, mental health, digital health, or insurance environments.
- Familiarity with CRM platforms, EHR systems, and omnichannel support tools.
- Background in quality assurance or service design.
- Experience working in fast-growing or startup environments.
Leadership Competencies- Member-first mindset: Deeply empathetic, patient-centered approach to decision-making.
- Strategic thinker: Able to zoom out and design systems that scale.
- People developer: Invested in the growth, well-being, and success of leaders.
- Calm under pressure: Handles crises and escalations with clarity and steadiness.
- Operationally rigorous: Strong attention to detail and process excellence.
- Collaborative: Builds trust and alignment across departments.
What We Offer- Competitive salary and benefits package, including Medical, Dental, Vision, and a 401K plan with a Company Match.
- Employee Assistance Programs, including Mental Health, Wellness, Financial, Legal, and Pet Insurance
- Generous PTO policy with 11 observed company holidays
- 12 weeks of fully paid parental leave for the primary caregiver, and 6 weeks of fully paid leave for the secondary caregiver, for qualifying full-time employees.
The expected pay range for this position is $125,000 to $170,000. Actual pay will be based on the individual's qualifications and experience. This role is also eligible for annual performance-based incentives tied to individual achievement and company-wide goals.
The pay range for this role is:
125,000 - 170,000 USD per year (Chicago, IL)
