Director, Member Support

Pomelo Care(1 month ago)

RemoteFull TimeSenior$155,000 - $185,000Market Operations

About this role

This role leads the creation and scaling of the Member Support organization within Pomelo Care’s Market Operations, focused on delivering a high-quality, measurable patient experience. The position is strategic and cross-functional, partnering with clinical operations, product, and engineering to align support with clinical care pathways. It is an opportunity to shape a mission-driven startup’s non-clinical member experience and have broad operational impact.

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Required Skills

Member Support
Team Leadership
Zendesk
Tech Implementation
Process Development
Cross Functional
Data Analytics
Patient Experience
SOPs
SLA Management

+5 more

About Pomelo Care

pomelocare.com

Pomelo Care is a virtual maternity and neonatal care program that supplements traditional pregnancy care with unlimited, personalized remote support. Members get on-demand access to clinicians and resources — for example, dietitians for prenatal nutrition, therapists for labor anxiety, and group prenatal sessions. Pomelo partners with health plans, employers, providers, and labor unions to deliver its program as a benefit and improve maternal and neonatal outcomes. Membership is free and designed to provide continuous, customized support throughout pregnancy.