Nocd

10 hours ago

Director of Member Advocate Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Lead and scale NOCD’s Member Advocate Services team, owning the end-to-end member support experience from staffing and workforce planning to tooling, training, QA, and SOPs. Serve as the highest-level escalation point for complex and high-risk member concerns, define and track KPIs (response times, resolution rates, CSAT/NPS, and quality metrics), and drive continuous improvement through data analysis and cross-functional collaboration while maintaining HIPAA-compliant, empathetic service.

Location: Chicago

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead and develop Member Advocate Managers overseeing Support Specialists, building 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 KPIs (response times, resolution rates, CSAT/NPS, and quality metrics) and drive continuous improvement.
•Serve as the highest-level escalation point for complex, sensitive, or high-risk member concerns and ensure timely, thoughtful resolution.
•Own support tooling and systems (CRM, phone, text, chat, documentation), and design training, QA, SOPs, and playbooks; partner cross-functionally to resolve systemic issues.

Pay and Benefits

Salary: USD 125,000 - 170,000 annually

Perks:Health InsuranceDentalVision401kEmployee AssistancePaid LeaveParental LeavePet Insurance

Key Requirements

•7+ years of experience in customer support, member services, or patient experience.
•3+ years of people leadership experience 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.
•Strong understanding of HIPAA and healthcare compliance standards.

Experience:7+ yearsHealthcareMental healthDigital health

Skills:EmpathyCommunicationConflict resolutionEmotional intelligenceOperational rigor

Tech Stack:CRMEHRPhoneTextChatDocumentation

Company Brief

Nocd

Operates an online platform delivering evidence-based treatment for obsessive–compulsive disorder (OCD), connecting users with therapists, guided self-help, and exposure and response prevention (ERP) therapy resources to support remote care.

Industry: Mental Health

Website

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Nocd

10 hours ago

Director of Member Advocate Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Chicago

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead and develop Member Advocate Managers overseeing Support Specialists, building 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 KPIs (response times, resolution rates, CSAT/NPS, and quality metrics) and drive continuous improvement.
•Serve as the highest-level escalation point for complex, sensitive, or high-risk member concerns and ensure timely, thoughtful resolution.
•Own support tooling and systems (CRM, phone, text, chat, documentation), and design training, QA, SOPs, and playbooks; partner cross-functionally to resolve systemic issues.

Pay and Benefits

Salary: USD 125,000 - 170,000 annually

Perks:Health InsuranceDentalVision401kEmployee AssistancePaid LeaveParental LeavePet Insurance

Key Requirements

•7+ years of experience in customer support, member services, or patient experience.
•3+ years of people leadership experience 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.
•Strong understanding of HIPAA and healthcare compliance standards.

Experience:7+ yearsHealthcareMental healthDigital health

Skills:EmpathyCommunicationConflict resolutionEmotional intelligenceOperational rigor

Tech Stack:CRMEHRPhoneTextChatDocumentation

Company Brief

Nocd

Industry: Mental Health

Website