HealthSherpa

Director

• Manage a team of 4 direct reports and 60-70 total employees
• Monitor and improve existing Support team processes to provide a high standard of support synonymous with the HealthSherpa brand
• Improve our phone, chat, and email technology stack to increase performance, reduce friction, and improve both agent efficiency and customer experience
• Manage our internal agency's P&L, driving efficiency through process and platform improvements, and ensuring scalable, compliant operations
• Accelerate our adoption of customer service best practices, including AI-enabled support, workflows, training, and knowledge bases
• Develop feedback loops across the company to improve our products and customer experience holistically

Director of Support

Human Resources

• Build performance management processes, and manager training
• Improve engagement programs and manage company-wide engagement tools
• Partner with managers to support retention, promote growth opportunities, and handle employee relations
• Ensure compliance with federal and state labor laws; maintain policies
• Collaborate with Total Rewards on compensation and benefits strategy
• Balance strategy with hands-on HR administration and systems management

Director of Support

Principal HR Business Partner